Hotel Novotel Mexico City Santa Fe — Hotel in Mexico City

I was really not impressed with the hotel. I was in a business trip. At first I got room 704. 7th floor, last room. I arrived around 12:30 at night at the hotel exhausted after a long flight. I entered the room and it was very, very cold. The display of the air conditioner showed 14-15 degrees Celsius. I turned on the air conditioner at a temperature of 30, but the air conditioner put out very cold air. I went in to take a shower, and there was a leak from the glass to the floor. There was no body lotion, no shower accessories, nothing. I said to myself, there must be a problem with the air conditioner and I will talk to them tomorrow. I was freezing cold all night and could hardly sleep. The next day in the morning, I went to the hotel reception and said that I was very unhappy with the room. I explained about the leak and the fact that the air conditioner does not work on heat. The service man at the reception told me that the air conditioners here do not work at all on heat. In addition, he said he would check about the leak. No apology was given. In the evening I returned to the hotel and there was other service man at the recepation. I told him that I am not satisfied with the room and there is no way I am going to spend the night like that again. He immediately changed the room to number 628 and said it is a "warmer" room. And indeed, I got an excellent room, much better, and he also brought me a heat radiator. Everything you need was there. Regarding breakfasts, horror! There is no buffet where you can take what you want, there is a menu and a waiter. I was amazed to find that there are no vegetables at breakfast, and the menu is really poor. The food is not that tasty and I preferred to give up the included breakfast and eat street food in front of the hotel (longlisa in tacos). Their breakfast menu needs urgent improvement, feels like they are underestimating the customers. The cleaning was the best thing. They really clean everything and pay attention to every little detail. One more thing, you cant open a window to get fresh air. It is for safety or something, but couldnt get any fresh air at my room after a hatd work day.

Pablo can be mentioned positive. Very nice service man!! you...

I really wanted to give the hotel a 1- or 2-star review, but that felt a bit unfair. The staff is GREAT. Attentive, informative, and friendly. The location is good if you have business in the area. The hotel is clean, modern, with nice amenities. This hotel deserves 4-5 stars.||BUT… There was a very loud hum in my room during my 4-night visit. At first it sounded like construction somewhere outside of the hotel, or on the roof, but my colleague asked what the hum was… ||I was on the 8th floor, 2 rooms removed from the gym, and next to the gym is the hotel’s rooftop pool. My colleague was in the room next to mine. He could also hear the hum, and he was told that the hum was due to the pool. Probably a self||In most instances, small noises would be OK for me. But I’m talking about a very noticeable, and very constant noise. I could hear it everywhere in my room. ||I work with time and numbers. I couldn’t sleep one night, and I calculated that the hum would happen every 22 minutes, and it would last between 4 and a half, and 5 minutes. That’s just not OK.||It needs to be addressed by Novotel upper management. I can see this being an issue where the great hotel staff have no way to resolve...

This hotel is in a great location but that is its only saving grace. Customer service was the worst I have ever experienced. We chose the hotel because it was one of the few pet friendly hotels in the area. The room was terrible with a heavy smell of urine so bad I woke the next morning with severe sinus problems. After complaining they did come clean and disinfect the room and reduced the smell to a tolerable level. We went to the restaurant for a snack and a drink but after sitting at a table for quite a while with no sign of a server, we went to the front desk to ask for service. The waiter was slow and not interested in his job. The food was terrible. We had 2 tapas plates. One with shrimp that were chewy and the other was tostones that had so much habanero on it it was uneatable! I love habanero peppers and eat them often, but this was insane. On checkout we were charged 400 pesos for pillows we put on the floor of the tile bathroom. There was so much pee in the carpet I was not going to make our service animals lay on it. Again, a great location but a dirty room, no service, terrible food, and excuses for...