Is clean and quiet

Easy and fast check out, nice and clean.

Great place

I often smelled smoke in the hallway. It appears that the hotel lacks the needed controls to ensure that there is no smoking on premise. As non smoker I am more sensitive to the smell and this impacted my guest experience in a negative way.

I am not sure how this sign with so many mistakes was published. This not even close to something that can be customer facing.

Very nice. I'm so glad I picked this hotel for my stay with my husband.

I would expect

Despite no smoking signs in the restaurant patio area, I witnessed lots of smoking in the nonsmoking areas in the hotel restaurant patio. I personally endured SECOND-HAND SMOKE. Even waiting for an Uber at the tower entrance was an awful experience.

There is a clear lack of customer experience training as such rudeness and audacious behavior took place. I spent 100s of nights at hotels and have never experienced this level of rudeness.

Great hotel!

Great place to stay, luxury amenities and comfortable rooms

I need to start by saying the front desk was so helpful and accommodating. This hotel is not in a tourist area, that is our fault for not realizing. My bad is review is based only on the fact that items that we bought were taken from our room. We had a bag with souvenirs and we specifically made a trip to see the Virgen and bought really special items we had blessed for family and the entire bag with all of those things was taken. We realized when we were packing to leave but we all thought maybe it was in one of our backpacks, which never left our sight. It is extremely disturbing and disappointing that whoever cleaned our room just took our things. Honestly, I don’t think I would stay at a Novotel again.

The hotel is near an area considered in the top 5 list of the most dangerous areas in Mexico – Naucalpan (Google it – you don’t have to take my words \ text for it). The hotel itself is on a main road and not within a neighborhood, but if you want to step out of the premises your only choice is to Uber to a safe area such as Condesa, Roma or Polanco. Ubering back at night felt unsafe as I passed through seemingly dangerous streets.

AC had chronic issues - either it did not work or was insufficient for the size of the room. This is poor planning in terms of basic guest comfort.

Excellent

Good

Very nice, clean, and safe hotel. 3 day trip with my wife to visit family. Staff spoke english (if you need it) and they were very polite. I thought the shower was a terrible design. It left the bathroom floor wet. The exhaust vent in the bathroom was weak also. Room was very spacious and had plenty of furniture. Everything else was comparable to a 3 or 4 star hotel. Side note...there were no wash cloths provided. There were bath towels and a hand towel. My first visit to Mexico, so I'm not sure if its normal to not have wash cloths, but they provided shower gel with no wash cloth.

Rooms are spacious. Inadequate towels, coffee, creamer. No work table in the room.

The hotel has a nice design, but due to lack of staff, the breakfast service in the cafeteria was a bit slow, the bar was not in service

LOST CLOTHES druing stay, I am pretty sure it is stolen by someone in the hotel, maybe the housekeeper. I booked 5 nights and put all my clothes on the sofa, but when i packing on the last day, one shirt is lost! I saw it on first night, but it is gone later! I travelled in more than 30 countries and many hotels, this is the first time i ever last stuff in hotel, it should never happen as hotel, especially a chain hotel as NOVOTEL. SO DISAPPOINTED about this and I really upset. I reported to hotel , but they said they will check for hours with no feedback, they just said they donot know! no solution! The housekeeping must have problem, one day i came back, one half bottle water in my room but not mine! the other day, they took the used towel away but didnot place new one! Amd last day my shirt missing! Other aspects are ok, but housekeeping must have problem, so disappointed about lost stuff and with no solution!

Hotel is very nice but AC was not working on the day we check-in, called it in and when we returned from our day it was still not working. Called front desk and they moved us to another room. Bar area is closed and restaurant needs more options. Breakfast buffet was nothing but fruit, eggs, beans, potatoes and vegetables. Need more options to be called buffet in my opinion. Everything around closed super early to eat at night.

Great stay for work

Hotel bonito

I really enjoyed to stay one week at this hotel. Staffs were very kind and convenient store is just near by hotel.

There was a male staff member that listen to music early in the morning, and shout out loud at all times.

One of the fastest check in ever!

Ok

I enjoyed the hotel. I thought it was beautiful on the inside. Just the area doesn't seem fitting for it. But, overall great experience.

New property but a bit far from downtown CDMX which is where most of the tourist attractions are located. Staff are generally good but had an issue as no room upgrade was granted despite requesting it as this is an Expedia VIP partner property which offers upgrades to Gold members. I checked there was a higher room category available for the dates I was staying right before I checked in but was simply denied. I even showed the agent that this benefit is stated in my booking confirmation from Expedia. I do, however, appreciate the early check-in that was given. The night before checkout, I inquire about a later checkout time as my flight was scheduled to depart in later evening. The shift supervisor (Manuel) told me the standard checkout time is noon which is not what is being stated in both Expedia and Accor's website as they both advertised 1 PM. He insisted the time advertised by both sources were incorrect, but agreed to "grant" a later checkout at 1 PM. Aside from some small mishaps and the location from downtown CDMX, this is a solid property.

Todo estuvo muy bien,solo los alrededores estaba feito la area

Rooms are very nice and the staff seem friendly. Breakfast was pretty bad. Few choices and they didn't leave any milk out. It just didn't seem organised. The location means you will need to take an uber to get anywhere. But my main problem was the internet failed and was offline for hours and hours (from at least 5.30am until i left at 11.30am) so i had to leave the hotel one day early. I was told this was ok as there was little chance of them fixing the problem as it related to the whole building and not just the Novotel. TV channels were down too. They told me on the front desk that they would process a refund for my final night's stay as it was their fault, but i am still waiting for that. Haven't heard anything from them at all, despite them taking my email adress twice. Maybe the internet is still down. An apology from Novotel would also not go amiss, as I am usually a fan of theirs and currently staying in another one.

I stayed here 3 days during the formula 1 race and all I got to say is the definitely i will be back. Great hotel, great staff and food.