ONTO Tonalá Mexico City

Rooms were nice The elevator did not work. So you had to take 2 different elevators every time to get to your room. The security staff and property rules are ridiculous. They have an absurd policy of 2 guests allowed at any time in a room. My date and her sisters came up to change their shoes for a night out, then a minute later they threatened to call security on my guests sisters while they waited in the terrace for 2 mins. The security guard stopped us in the lobby trying to accuse me of having 4 people stay in my room. Saying I would receive a charge in front of my guests. Overall… Pathetic service. Stupid policies. It’s a joke to say this is a 5 star hotel. Your staff lacks social intelligence.

Very comfy, clean and nicely decorated rooms Stair case open to street

Location, cleanliness staff Room layout didn’t make sense. Why no TV or AC in the bedroom? Very hot in the sleeping area and we had to use a laptop to watch anything at night

Large rooms, great kitchenette Clean Loved the location WiFi was very bad over our 4 night stay. 2 or 3 bars but didn't work well, if you plan to work remotely or even try to stream videos, take this into consideration Bed very firm, personally too firm to be very comfortable

The apartment is clean, to be honest, but the noise is unbearable. It's like you're sitting in the street; it's incredibly loud and annoying. You can't sleep at all because of the motorcycles and cars. It's literally like you're sleeping on the street. And they even put earplugs next to the bed so you can sleep! Of course, that's illogical. I wear the earplugs all day, and I paid a deposit, which they stole and didn't return, unfortunately. Honestly, I absolutely do not recommend it. You'd be better off sleeping on the street. And the staff's service is terrible.

The staff was amazing. Always helpful and pleasant. I liked everything.

Convenient location and decent condition of the room. The bed was as hard as a piece of slate. I barely slept.

Very modern, great location Inconsistent with housekeeping and ensuring the right quantities of towels were replaced. No housekeeping after 5pm so if you are short of towels you are out of luck.

The property was beautiful, the room was fitted with just about everything you need a in 1 bedroom apartment. Service and general attentiveness of the staff was exceptional. There was a club at the bottom level which has more to do with the neighbors than the actual property.

This place was wonderful. This was an excellent location, the staff was very friendly, the rooms were very spacious, and the rooftop deck was special. At times, certain towels were forgotten, once a garbage bag in the kitchen trash as well as bottled water one day. If you contact the front desk, they are quick to help with this if need.

Cold rooms and stiff bed

Room was super nice, loved the view, and the location was amazing. Was able to walk almost our entire trip. The only negative thing about the hotel was a sewage smell in the room that never seemed to go away. We would air the room out with the windows open and that helped. I let the front desk know and they sent maintenance to "fix the problem" but I think they just sprayed air freshener. If the hotel could fix this permanently, I would 100% go back in a heartbeat.

Everything. The concierge staff was really wonderful and helpful Road noise, but to be expected to be in the center of things, the soundproofing of the windows was really good, the entry door let in noise.

Amazing location, easy room access, large room with good design Givenchy glasses case was thrown away or stolen by cleaning staff. Other than the cost of the case itself, it’s moreso frustrating to have a pair of glasses without a case to carry them around, which subjects them to damage. I never take the case outside the room and went missing after I allowed room cleaning (one of the last nights of my stay).

Great design and looks aesthetic. Service was amazing and very quick to respond. Very strong sewage smell and it was unbearable. Bed is hard and uncomfortable to sleep in.

Comfortable

Close to everything, with restaurants and hp on and off not too far. Your companies canes right to the door. The coffee shop below was convenient. It was all good.

Onto is located in a modern and elegant building, which makes a very good first impression. The apartments are spacious, comfortable, and well equipped, and the rooftop garden offers a beautiful view, making it a genuinely pleasant place to stay. However, the service at reception did not always meet the standards one would expect given the quality of the building. Depending on the person on duty, the level of service ranged from helpful and friendly to very bare-minimum, creating noticeable inconsistency throughout the stay. There were also clear operational issues. The digital lock of apartment 10D was dysfunctional, making access to the room repeatedly difficult and unnecessarily stressful. In addition, the snacks provided at reception were often out of stock, which, while minor, reinforced the impression of uneven management. Finally, the checkout process was very poorly handled by Mr Mario. Having someone come to check the minibar in order to refund our deposit took an excessive amount of time, and we had to insist quite firmly for this to be done before leaving for the airport and finally they only managed to have one room checked and we had to leave without our deposit refund for the 2nd room. This created avoidable stress at the end of an otherwise comfortable stay. Overall, Onto has strong physical assets and real potential, but service consistency, maintenance, and checkout procedures need a lot of improvement to fully align with the quality suggested by the building , apartments and.... rates of course.

Onto Tonalá was very well-located in Roma Norte, within walking distance of many restaurants and cute streets in Roma and Condesa, and very close to both the Metro and a bus line. Our room was spacious, clean and comfortable, with a sitting area, bedroom, and kitchen. Shower was spacious, water was nice and hot. Bed was comfortable. Staff was friendly and responsive — they have a What’s app-based concierge service, and responded immediately to questions and requests. There is a lovely roof garden with tables and a sitting area, with great views. We were on the top floor, facing Tonalá; while there is some city noise, the windows (which open!) were double paned, and we found it to be just fine, and generally quite peaceful. While there is an air unit, it does not provide heat; but at our request they provided a portable space heater, which was sufficient. They provided Nespresso pods for the espresso maker in the kitchen. There was lots of light from the tall windows, but also good blackout curtains so we could sleep well. When we initially booked, we were concerned about the fact that the hotel is on a busy street (Insurgentes), but the location turned out to be great, and the area very safe. There is someone at the front desk day and night, which made us very comfortable. We were very happy we chose to stay here. There was a slight smell that wafted thru the air vent in the sitting room, which another reviewer described as a sewage odor. While we were concerned when we read that review, it did not turn out to be that big of an issue, and our friend who lives in Mexico City said this is not unusual in Mexico City apartments (especially bathrooms). The many good features of the place more than outweighed that small issue. Also, the construction of the building is such that there is an open stairwell in the hallway, which lets in city street noise that wafts thru the front door to the sitting room. We did not find it to be that big of an issue, especially when in the bedroom.

Well located, clean and friendly staff A little noisy at night due to the location