First of all, when reading reviews of a hotel - particularly a smaller one - it's important to note the "outlying reviews" on both ends of the spectrum. In this case, the person who gave this one star obviously had a bad experience but it is not indicative of the hotel.
I have stayed here every 2-3 weeks for the last two years. Familiarity can often breed contempt but not at this hotel. The place is a huge hit with every client, prospective employee and colleague that come in. As described elsewhere, the bar on top is one of the most tranquil, cool spots in the world (not an overstatement to me). The rooms are minimalist - which is not a euphemism for anything other than the design. The beds are platform (on the floor) and the bathrooms are super cool. The flat screen TVs not feature at least a few English language TV stations (CNN, HBO and a few more). The Russound iPod docking system is outstanding. The internet is fast and relatively reliable. When I've had problems, a quick call has resulted in the router being re-set and service being fixed.
The restaurant is excellent as is the Executive Chef who goes way outside the "normal" high-end Mexican cuisine.
The negatives: the lighting in the room is very temperamental (switches do and don't work randomly even with the key "plugged in"). On a good day, the lighting in the bathroom is insufficient. They often don't replace the very high-end shampoo amenities on a multi-night stay.
I have stayed in literally every 4 and 5 star hotel in Monterrey and I'm not even sure what is in second place. Most of the other acceptable options are standard, cookie cutter hotels that peaked in the late 80s (this includes the Intercontinental, the not-as-old-as-it-seems Camino Real, the Quinta Real, the Radisson and the bizarre Safi). This is the best hotel in the city - no question about it.
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