Ratings based on 274 Verified Reviews
4.3 Room cleanliness
4.3 Service & staff
4.0 Room comfort
4.2 Hotel condition
Expedia Verified Reviews
by A verified traveler
Posted 9 Dec 2023
Comment from Hotel Management
29 Jan 2024 by Jefe de Venta Directa, Hotel Management
Estimada Diana, Gracias por su calificación. Me alegra saber que su estancia fue de su agrado. Espero verle pronto en ésta su casa.
by A verified traveler from Katy
Posted 20 Nov 2022
When i had a sudden change in my itinerary they allowed us to stay a few extra hours at no cost to us. Very kind and frienly staff
by A verified traveler
Posted 22 Jun 2021
ok
Comment from Hotel Management
24 Jun 2021 by cepau, Hotel Management
Agradecemos su preferencia y esperamos vuelva muy pronto.
Gerente General
by A verified traveler
Posted 25 Feb 2020
Comment from Hotel Management
10 Mar 2020 by CEPAU, Hotel Management
Gracias por su preferencia para hospedarse con nosotros y ser leal a la empresa.
Gabriela Gil
Gerente General
by A verified traveler from Mexico City
Posted 4 Feb 2020
THE MOUNTAIN VIEW , and it was quiet while we were there
Comment from Hotel Management
12 Feb 2020 by CEPAU, Hotel Management
Respetable Shaady:
Nos da gusto que la vista de su habitación haya sido de su agrado y poder apreciar el volcán y que disfruto su estancia con tranquilidad.
Lo esperamos muy pronto¡
Gerente General
by A verified traveler
Posted 29 Jun 2019
We arrived very late and the person at front desk was nice, we had a light breakfast and left
Comment from Hotel Management
1 Jul 2019 by CEPAU, Hotel Management
We are pleased to receive your kind comment and know that upon your arrival you found a warm service as you deserve, we hope that in your next stay we will have the pleasure of knowing you personally and once again offer you great hospitality in our beautiful State of Puebla .
Thank you for your visit and your comment that allows us to be better professionals every day.
General management
by A verified traveler from Los ANgeles
Posted 6 Feb 2019
There are 3 City Express hotels very close to each other in Puebla. We ended up checking in to the wrong City Express. When we tried to get a refund from the City Express 2km away where we had a reservation. They refused. Super confusing and annoying hotel chain to deal with. But the property itself was nice.
Comment from Hotel Management
10 Feb 2019 by CEPAU, Hotel Management
As we commented in real conversation, cancellation policies with the company with which I reserve are very transparent, the reservation was directed to our property and in our hands it is not possible to cancel your reservation you can only cancel it as they are They ask for confidential data, as well as cancellations proceed 24 hours in advance. So in your next reservations it is strongly recommended that if you choose another hotel option, you should cancel in a timely manner where you initially generated your reservation, we as a hotel do not make cancellations if they are not direct at the hotel. Always respecting the policies of the agencies and our large hotel chain. Thank you
by A verified traveler
Posted 9 Jan 2019 on Hotels
Comment from Hotel Management
16 Jan 2019 by CEPAU, Hotel Management
Gracias por su visita a Puebla, lo esperamos pronto.
Laura Santel
Jefa de Venta Directa
by A verified traveler
very bad experience, no hot water and mistreatment
Posted 11 Apr 2018 on HotelsWe had to move between roms due the hooel had a issue with tthe hot water. A terrible experience because I just at the bathroom to take a shower, it happened 2 times and the phone to call the frontdesk at the second time didnnt work.... the frond desk personal very unprofessional and some despot.
Comment from Hotel Management
20 Apr 2018 by CEPAU, Hotel Management
We appreciate your preference to choose us as your lodging option, as well as the time it took to give us your comments as this allows us to improve day by day, we are sad to know that your stay was not entirely pleasant, be assured that our department of ama de / Maintenance and Reception will make your best effort to overcome this type of details and show improvements in your next visit, I tell you that we will take measures with the points you mention
Gabriela Gil Hernández
General Manager
by A verified traveler
No hot water, no service about it
Posted 24 Feb 2018 on HotelsThere was no hot water and they weren’t helpful about it.
Comment from Hotel Management
28 Feb 2018 by CEPAU, Hotel Management
We apologize for the inconvenience we caused during your stay, thanks for your comments as it allows us to improve our areas of opportunity for our employees, feel the confidence for your next stay, check in at the reception and that you communicate to the cellular phone of the management and in that At the same time, without hesitation, we must resolve your situation. We wait for you soon where I assure you your stay will be different and of great service as you deserve it.
