Novotel Mexico City Toreo

This is a very nice hotel. Room is ample, cozy and very well decorated. Very comfortable and has all amenities one expects. There is a restaurant, there is a complimentary access to an outside gym, just a couple of minutes walking in the same block. The service was a bad experience. From the check-in that lacked information and instructions, how to get in the room, restaurant and gym working hour and even the complimentary entrance the gym. Traffic jam in Mexico City is very caotic so plan to move nearby.

I had a disappointing experience with my booking. I accidentally booked the wrong hotel location and reached out to customer service immediately to request a transfer or any alternative solution, but despite reaching out immediately, I was charged a $165 cancellation fee with no flexibility or option to modify the reservation. A simple location transfer would have solved the issue. Not only was customer support unhelpful, but they were also not polite or empathetic at all, and the refund policy felt unnecessarily strict. I do not feel supported as a customer and would think twice before booking again through this platform.

Extremely Disappointed — Stay Away! I was genuinely excited to stay here, but my experience quickly turned into a nightmare. The room conditions were unacceptable, the service was terrible, and the staff—including management—were rude and dismissive. I expected so much more and was shocked by the unprofessionalism and what felt like shady business practices. I strongly advise others to avoid this place.