Hello, here's my experience. I was put in a room 150 square meters away from the ice machine. For two nights I had to listen to the noisy ice-making process, and the air conditioning was leaking into the shower floor, creating an annoying noise in addition to the ice machine's operation. There was no hot water. I reported it to reception, and they said someone would come and fix it. After 45 minutes, no one arrived. I also filed a complaint on their WhatsApp number, but no one responded. We had to find another place to shower. We spoke with a manager who said she would move us to another room, which didn't happen. We returned at night, and the problem was still unresolved. After reporting it again, someone finally came and made a temporary repair. My stay there was a nightmare; no one seems to care about customer service.
Safi Royal Luxury , Propietario at Safi Royal Luxury Centro, responded to this review
Lamentamos los inconvenientes que tuvo en su estancia y agradecemos su opinión para poder mejorar nuestro servicio y calidad de nuestro personal. Le agradecería me pudiera enviar un email online@safihotel.com con los datos de su reservación y un número de teléfono para ponernos en contacto con usted a la brevedad. Le agradezco su valioso tiempo dedicado a esta carta.Quedo a sus órdenes.Muy cordialmente,
User:Cuchu F
Trip type: Couples
Beautiful experience
05 Mar 2026
Would 100% recommend, everything was just perfect.
Safi Royal Luxury , Propietario at Safi Royal Luxury Centro, responded to this review
Hotel Safi Royal Luxury agradece sus comentarios. Gracias por compartirnos su experiencia al hospedarse en nuestro hotel. Siempre es un gusto atenderle y nos llena de gran satisfacción saber que su estancia fue placentera. Esperamos tenerlo nuevamente en nuestro hotel en su próxima estancia, para seguir consintiéndolo como Usted lo merece.
User:Eduardo O
Trip type: Family
Disappointing and Uncomfortable Stay — Outstanding Service from Lorena Ali
24 Dec 2025
Our stay at SAFI Royal Luxury Centro from Saturday to Monday was unfortunately not the experience we expected from a hotel of this category.This was our first visit to Monterrey, Nuevo León, and we chose this hotel expecting comfort and professionalism. We were scheduled to check out Monday at 12:00 p.m.; however, due to how uncomfortable the stay became, we decided to leave early at dawn to get away from the rude, unpleasent service staff members with the exception of Lorena, Ali she made us feel like a valued customer. We traveled several hours by car to attend legal appointments and were accompanied by elderly family members, which made feeling welcomed and supported especially important to us.From arrival onward, we consistently felt questioned rather than welcomed. Interactions with staff often felt distant and unhelpful, and there was a noticeable difference in how guests were treated depending on appearance and how they arrived. Despite being paying guests, we did not feel comfortable or at ease during our stay.Some of the issues we experienced include:We were informed that the gym was open 24/7, but when we attempted to visit it around 11:30 p.m.–12:00 a.m., security told us it would not open until 8:00 a.m.Room service trays were not fully cleared; one tray remained in the room overnight, even after we returned from being out, and was still present when we went to sleep. The waiting lobby was very small, accommodating only a few people at a time, and the presence of a wheelchair made the space feel particularly tight and uncomfortable. We received multiple unexplained phone calls early in the morning. When I contacted the front desk, I was told they could not determine where the calls originated. Some calls disconnected immediately after being answered, which made us feel uneasy.Overall, the atmosphere felt cold and uncomfortable, which was disappointing given the hotel’s reputation.We are frequent travelers and have stayed in hotels worldwide. We often travel with our mothers due to our work lifestyle and are accustomed to navigating different environments. This stay stood out negatively, not because of the facilities, but because of the lack of consistent hospitality and care.Exceptional Service from Lorena AliThe one truly positive aspect of our stay was Lorena Ali, who treated us with warmth, professionalism, and genuine care. She provided helpful guidance on places to visit, directions, food options, and made us feel respected as guests. Her attitude and service were exemplary and deserving of recognition.The housekeeping staff was also kind and courteous.Final ThoughtsNo guest should feel uncomfortable or unwelcome in a hotel they have paid to stay in. While the property itself may appeal to certain travelers, our experience did not reflect the level of service we expected.I regret choosing this hotel for our first visit to Monterrey and would not personally return. Management should review guest service consistency, as there is a significant gap between the hotel’s image and the experience provided.Special commendation to Lorena Ali for her outstanding service.
Safi Royal Luxury , Propietario at Safi Royal Luxury Centro, responded to this review
On behalf of the SAFI ROYAL LUXURY Hotel we offer you the most sincere apologies for the inconvenience that occurred. We are taking immediate corrective action. Your comfort is the most important thing to us.We would like you to give us the opportunity to have you at our Hotel again on your next visit to Monterrey.I would be grateful if you could send me to online@safihotel.com the dates of your stay, the name of the person who reserved the room and a telephone number so we can contact you. I remain at your service.
User:francisco F
Trip type: Business
a great place to stay in
12 Dec 2025
it is such a great place to stay in, good acomodations. excelent restaurant, a great service at front desk very clean and with a very good location
Safi Royal Luxury , Propietario at Safi Royal Luxury Centro, responded to this review
Hotel Safi Royal Luxury appreciates your feedback. Thank you for sharing your experience staying at our hotel. It is always a pleasure to serve you, and we are delighted to know that your stay was enjoyable. We hope to welcome you back to our hotel on your next stay, so we can continue to pamper you as you deserve.
User:Virginie H
Trip type: Solo travel
Central Location
09 Nov 2025
It is a bit old fashion room.It was not possible to open the window :the room was 150 in front of the ice and ice buckets room. The view of the room was a corridor.Very dark I didn't like it. The water in the shower was not hot.The breakfast is good.The staff is nice except a receptionist who did not speak english.
Safi Royal Luxury , Propietario at Safi Royal Luxury Centro, responded to this review
We regret any inconvenience you experienced during your stay and appreciate your feedback, which will help us improve our service and the quality of our staff.Please send an email to online@safihotel.com with your reservation details and a phone number so we can contact you as soon as possible.Thank you for your time and consideration.Please do not hesitate to contact us if you have any further questions.
Centro, Monterrey
About Safi Royal Luxury Centro
User Rating & Reviews
30 Mar 2026
05 Mar 2026
24 Dec 2025
09 Nov 2025
0204 505 9777