Novotel Mexico City Toreo

Getting around Mexico City takes planning because of the chaotic traffic, so it helps that the hotel offers a restaurant and complimentary access to an outside gym a couple of minutes away in the same block. The room was spacious, cozy, well decorated, and had all the amenities I expected. Service, though, was a bad experience. At check-in I wasn't given basic information, including how to get into the room or the restaurant and gym hours, and even how to use the complimentary gym access.

The staff, including management, came across as rude and dismissive, and the service was terrible. The room conditions were unacceptable, too. I arrived genuinely excited to stay, but the experience quickly became a nightmare. I was shocked by the unprofessionalism and what seemed like shady business practices. I expected much more and strongly advise others to stay away.

Getting downtown meant taking an Uber each time, with rides lasting 30 to 45 minutes. In our room, the sewage smell was awful, the mini fridge didn't work, and the air conditioning wouldn't cool. When maintenance came, they sprayed some kind of liquid into the shower to cover the sewer odor. Staff didn't make any effort to accommodate us, and kept offering one excuse after another. I wouldn't recommend staying here. Be cautious.

Our room was spacious and beautiful, with a king bed and a striking four-panel bird of paradise mural covering the wall behind it. It was also extremely comfortable. The restaurant and bar inside were lavish and comfortable, with custom-made furniture and room for many people. From the busy city outside, the Novotel Hotel's gleaming glass tower felt like a bright, prosperous place to step into. Every staff member was kind and attentive, and Jesus at the front desk was especially wonderful. Thank you for taking my reservation. It was a delightful stay, and I'd come back on another trip south of the border. Many blessings on your hotel!