Novotel
Reviews and Complaints

I am highly surprised that such a well known group of hotels would have a very bad front desk agent like Aurélie from Novotel Genève Aéroport France.

We arrived at 25/11/22 (few min earlier).

Since we stepped in, she was giving us very bad attitude with roaming eyes, making faces etc,..

We ignored couple of times.

My sister called her for assisting us about our lockage, Aurélie decided to hangup the phone on my sister's face. Wooow.

When I went to her, she kept doing the same and showing an extreme bad attitude.

She was extremely pushy n testing my limits.

0 experience with front desk.

I would never recommend the entire chaîne to anyone as long as this kind of staff are working with you.

Good morning,

I write to complain about our recent stay at the Novotel in central Brussel this last weekend – 4/5THof November.

Our room number (in the name of Morgan) was 429, my wife’s eighty-year-old mother was in the room next door (427) in the name of Wills.

We arrived to find the hotel under refurbishment, no reception area, lounge or bar facilities and we were ushered up to the second floor to book into a temporary reception area, no explanation, or apologies about the state of the hotel or the lack of facilities.

Once in our room, and after a very early start from home, we collectively decided to have an afternoon nap, this proved impossible as the constant drilling and banging from the workman below kept us all awake.

Things got progressively worse when we realised that we had to exit the hotel in the morning cold and wet to enter a temporary sheeted room for our breakfast, this is clearly not acceptable.

I also enquired about using a toilet whilst checking out and was told that the nearest public bathroom facility was in another hotel “just down the street”!

The facilities we expected to be provided from a “4 star” hotel was simply not there, naturally I have several photographs which clearly demonstrate the poor facilities and the disruptive building work in the ground floor area of the hotel.

If we had been aware of the refurbishment and or the obvious lack of facilities, we would certainly not have booked this hotel, we also feel that our special weekend away was spoilt by the accommodation standards provided by the hotel.

In view of the totally unacceptable standards, I would like you to consider reimbursing the cost of our stay, if you are not able to authorise any sort of refund, please can you provide the contact details of your senior Director in Belgium?

Regards

Steve Morgan MBE

Dear Sir or Madam,

I am particularly concerned about the use of Novotel hotels for housing refugees. As I have seen there are large numbers of single men from Albania crossing the channel. While I do not know the demographics of who you may be housing, my concern is the removal of 'safe spaces for girls and women in your hotels'. Because of this I will b streering clear of using your hotels, particularly when my daughter and if ar away on weekend breaks.

Receptionist is rude, made racial abuse against my skin colour and seems drunk - Had very unethical and abnormal behaviour @ Novotel Milano Nord Ca Grand on 10-November-2022 @ 11 PM.

Please resolve this and try to provide some good service, I am posting this video to instagram and social media so everyone will be aware of this behavior.

Thanks,

Venkateswara Rao Saripalli

+[protected]

Hi, we recently stayed at the Novotel Auckland airport New Zealand. We use the hotel when on business in NZ pre covid regularly. An email was sent asking would we like an upgrade, I looked over the information and thought it would be nice to step up from the usual superior rooms we book.

At arrival we found that our booking had not been updated to include the upgrade and it might be cost and extra 105 to do so which we already knew. It was the extra value the upgrade outlined which is why we took the request to do so.

The short of it is, it was neither an upgrade, Mini bar was nonexistent, coffee machine nonexistent and I love my premium coffee, shower gel in the showers - none available only found out during my shower. We were shoved it felt at the end of the hotel to accommodate our requests which seemed like we had caught the hotel unprepared for our check in the time was only 2pm.

We were spoken to in a condescending manner, the room information we normally receive was not provided which made the whole check in experience sour. I had filled in additional information for the speedy check in service, but by the time i left reception i would of been there more than 15min due to the team not being able to accommodate our requests.

Duty manager Semi intervened with an apology for our troubles. I explained to Semi why send a request to avoid a lengthy check in process by filling out additional information, then send a request to upgrade to be told there is no upgrade, but we can give you one with out any of the facilities mentioned in the upgrade. No mini bar, we were peckish after a long day, nothing in the room to quickly eat, or Drink bar some water.

Poor service full stop for a Premier Room. The GM (Paul) called the room later that evening, my wife was asleep and i was about to retire for a nap. I explained we were not happy at all with the service we received from when we walked in the door.

On awaking i searched the inhouse menu to find there is no non alcoholic beverages listed on the desserts and drinks Menu, just alcohol. Not everyone drinks alcohol. We ordered from the inhouse menu that evening which took over an hour to bring fish n chips to our room this takes 7 minutes to cook...so I would of thought approx 20-25 minutes might be an acceptable time at 8pm at night. This is well after service should of finished downstairs. Our dinner arrived after 9pm fish hot, chips cold? I gave up and thought what is the point of complaining about the poor service...its seems to be the norm there now.

Im not sure what is happening in your hotels post covid but should your teams continue to dish out this crap from front desk to restaurant we will all be looking at the competition (the pullman) to service our accommodation needs. We have stayed at the novtel for probably 5 or more years pre covid and have seen the change in staff and the caliber of staff, food and professionalism being served. Do not judge a book by its cover and deliver the same professional service you would to all.

Covid is not an excuse, we work in the hospitality industry ourselves providing wedding services so if we can provide our customers with the same excellent service post covid then so can a multimillion-dollar establishment like yours as well.

Very, very disappointed with our stay verging on disgusted. I suggest the hotel uses mystery guests to keep those services in check and management of each establishment on their toes. Each department I felt with our experience had some questions to answer. Look forward to your reply.

We had booked a hotel room between 9 to 12 sep2022 at novotel Bangaluru , Outer Ring Road and had advanced 20k.

Later we realized that the area is completely water logged and hence had to cancel our booking. Once we decided we spoke to Sreerag in reservations and then email was sent to cancel the booking and refund the money but inspite of numerous emails we are yet to receive neither the refund nor any response on email.

I was the head of private banking for hsbc and abn amro and highly respect customer service. We are completely surprised by the obnoxious behaviour of such a respected international brand. I can promise that I will never use your brank again nor will I spread the right message about you.

I have all the emails to prove my point

regards

saibal biswas

[protected]

[protected]@gmail.com

Monday 21st august this commenced.

I booked afternoon tea for my mother & sister at the hotel. When we arrived the receptionist assisted us to the booking after going to fetch some staff for our booking. At this moment in time, we was accompanied by an older lady and her friend who was also having afternoon tea at this slot. She had also explained to us how she thought by the way the reception acted it was Asif our afternoon tea was forgotten about. Anyway as we sit down we ask for a children menu for my little sister which the waitress (team leader) gave us. The afternoon tea was booked for 1 at 1:44 we had not had anything yet but some drinks and was still waiting for the waitress who had disappeared and we hadn’t seen for 40 odd minutes. My mum attended the bar as we wanted to order the childrens menu & some extras to go along with the afternoon tea and no body was there we walked to the reception where again nobody was there. The luggage door was open with no receptionist there anybody could have kicked it! I would have not been happy if that was my luggage left unattended open! There was a young women hovering in the distance who the older women who was also at the same spot attended she was confused when we said we was at an afternoon tea and hadn’t seen the waitress at all to order. She informed us that she would get the team leader. Straight away the team leader who was our waitress at the beginning attended she looked stressed & was carrying our afternoon teas we all informed her that we did say we wanted to order the childrens menu before as it had been 40 minutes and she hadn’t even taken our order yet. It was asif we wasn’t expected and she had to nil to the supermarket it was that long! I had been referred here by a friend who informed me that when she came for afternoon tea hers arrived straight away I had also had this afternoon tea booked in for 2 weeks prior. The afternoon tea was rubbish nothing like the pictures for a 4* hotel I was very disappointed! My friends had recommended this place to me and now I have nothing but bad news to say about it. For £50 there was 2 scones, 6 sandwiches and 4 tarts. The Childrens menu was atrocious the starter was watermelon and strawberrys there was only watermelon on the plate! I work in the hospitality business myself and you must inform customers that you have ran out I didn’t get what I had paid for! I think a lot of this situation was down to a lack of staff but I’m not happy about this and by my surrounds the older women we was with wasn’t either!

I am reserving 2 bed rooms for family leisure and today the hot water not there in the bathroom and water is very cold to be used for all my family and it cause waiting for 3 hours and they eventually gave me another room in the 11th floor to use for showering where we in the 4th floor and it’s not comfortable and not practical, the issue not resolved untel this message.

Om eerlijk te zijn hadden we iets heel anders verwacht te ervaring Novotel. We reizen met de trein en komen van een Novotel in Londen (London bridge) en we keken uit naar deze vakantie. Het entree tussen alle goedkope winkels en parkeerplaatsen maakten geen vakantiegevoelens bij ons los.

Gelukkig was de hoogzwangere medewerker enorm aardig.

De kamers zijn goed maar het tapijt in de hal en het trappenhuis zit onder de vlekken van geknoeide drankjes. Er was maar 1 van de 2 liften in werking. De nacht verliep goed maar bij het ontbijt schrokken we oprecht.

Het welkomswoord in de ontbijtzaal was “2 seconds!” . Deze uitroep werd geschreeuwd vanaf een tafel waar een medewerker met andere hotelgasten iets aan het overleggen was. Zowel wij als de andere hotelgasten reageerden een beetje verbaasd maar de medewerker leek in alle drukte niet op te merken dat dit nogal onvriendelijk over kwam.

Ik antwoordde daarom maar met een vriendelijke glimlach en het woord “goedemorgen”.

De tafels waren ongedekt en even sfeervol sfeervol als de McDonald’s 20 meter verderop. Je kunt zeggen dat iemand zijn best heeft gedaan door een mes en een vork op papieren servet op de hoek van de tafel te leggen maar dat voelt alles behalve welkom.

Het ontbijt is niet goed. De koffie machine was foggy en kon niet werken, of werd gevuld of werd geleegd. Er was van alles erg weinig. Als het fruit was gesneden en in potjes. Ik ben allergisch voor verse appels en heb van een keuken medewerker een paar aardbeien gekregen. De croissantjes waren zo hard dat je er meer op je bord kunt tikken. (Zie video) Onder de servetten op tafel zat vuil. Er is geen havermelk, geen glutenvrij brood en toen een van de buur-tafels iemand om jus d’orange vroeg liep de manager gestresst hoofdschuddend met de handen in de lucht weg.

Ik maak me erge zorgen om de gezondheid van het management in dit hotel. We krijgen eerder meer stress dan vakantiegevoel. Ik heb de neiging om hier te gaan helpen met het onderhoud, het schoonmaken, de voeding en de gezelligheid.

We willen hier niet blijven. Thuis hebben we het fijner dan in dit hotel. We zijn geschrokken van de novotel sfeer. Kunt u ons helpen? We hadden dit echt niet verwacht. We zijn van u meer kwaliteit gewend.

Date : 19/Jul/22

Time : 10:12pm

Room: 2407

I have checked in to the Novotel Pleonchit hotel in Bangkok today - 19/Jul/22 and while I was on my notebook doing my work, I noticed there are tiny cockroaches "running across" the desk. It is not only at the desk but also at the bathroom. I just wonder if the cleanliness for such hotel exist or not especially on Accor group hotel

I want to cancel a room that I bought and get my money back please

I booked for my daughter 13 birthday 2 rooms as wasn’t advised untill 2 hours

Before check out by email the pool was out of service also I had meal which made me vomit I was unwell an not feeling to good I believe this really put a downer on the evening as we were in our rooms I had shower to go bed realised the whole of the floor was wet and soaked I told at reception and was not accommodating in no way possible as I been here before I was very disappointed in this stay as it was my daughter birthday an would like a full refund of that night as I was very unhappy with my stay I told receptionist was told why I didn’t come in the night an report it I’m so sorry I had shower got in my bed put my feet to floor soaked an I must come downstairs in middle of night to discuss an move around an I had 10 month old baby an 4 year old In the room which is very unexpected I didn’t take photos as the carpet dark anyway but room 306 which the leak was I was really unhappy an distressed by this especially on my daughter speacial birthday

Novotel Caberra

First visited 9yrs ago very good experience everything seem nice, clean and good standard.

Just came back from there last weekend 4~5th June 2022.

Terrible ! 9 yrs later it's gone down hill in all areas. For Novotel's this seems to bring the brand down to a 2~3 star hotel rating. Being in the Capital of Australia seems sad.

Parking we got told when we got there we were told no parking but for a charge an attendant will drive your car to local public parking spot 300m away.

For $27 a day or $54 for 2 days

l investigated the public parking spot because it was a weekend in Canberra it was only $5 or $10 for the weekend..rip off.🤔

Then we got into our room to find out there was no heat the thermostat wasnt working Canberra was is cold place especially this time of year. When ask about anyone who could fix it we were informed that maintenance has gone home for the weekend ? 🤔

We had to wait to see if we could get another room when we did the room's phone wasnt connected or working

at all ?...The TV set was old and not working looked like something in the 1980's no way to place or cast from your phone to play own music etc...☹

I asked reception they said sorry they admitted to me there has been complaints on this.

The spa was luke warm too cold was told that's as high as it gets...brrr

We ordered room service as we have never experienced that before.. when it came it was a brown bag so unflattering plus without our coffees ?

The whole place seemed to be run on a shoe string...definitely tarnished the Novotel brand if you dont believe me go and see fir yourself, check complaints.

If you want to contact me Peter Jacobs

[protected]

zoe.[protected]@gmail.com

l thought Thise who care about your brand may be concerned.

thx

Just checked into Room 606 of the hotel!

One chair in the room is so dirty with stain marks in the seat and back cushions.

Called the Room service several times in the last one hour to change the dirty chair. Saw a housekeeping lady outside the room and requested her to get this dirty chair changed.

BUT NO ACTION TAKEN BY HOTEL!

I think Paris government department needs to be made aware about the quality of hygiene in Novotel hotels

I am writing to complain that the hotel has charged my credit card 3 times, each time a different amount. I stayed in the hotel for 2 nights (2-4may).

During the booking the fee was 378E. I have been charged, 373E, 365E and 17E.

I have been trying to reach to someone for 3 days straight now. Cannot get a hold of anyone in reception or anywhere else.

I have also send a email, multiple times and have not received an answer.

This is not some 10 room hotel, is a big hotel chain. However, the accountability is absolutely horrendous.

The stay was a business trip, I work for a 50000 people company. We had a conference there. I will now MAKE SURE my company travel agency as well as the conference organizers are fully aware of the HORRENDOUS service, treatment and the fact that you are stealing money from your customers.

I will make sure they know to never book with you again as it is not secure,

there is zero accountability and absolutely no customer care.

We booked 2 identical rooms for the nights of April 18, 19 and 20th in Freiburg, Germany. On arrival we were given 1 room as booked and 1 smaller room. Staff said they could do nothing. The room we were given was hot and we had to sleep with the window open only to be woken before sunrise due to the outside noise. Again the staff could do nothing; showing little concern throughout our stay.

Housekeeping was lax as tissues ran out on first day never to be refilled.

Shampoo was non-existent except for the last day.

Not a good overall impression.

I was staying at the Hotel and I must share how disappointed I am about the service. I don't mean any trouble for the friendly staff but some things just shouldn't go in an expensive, 4-star Novotel.

1. Reservation process

To ensure reservation of the Test&Go package I waited for over a week to get a reply. I had to message the hotel via Facebook to remind about myself.

2. Test&Go - test results information

During the test I was informed the results will be ready and sent to the hotel about 22-23. During check-in I was told the front desk will call me to give me information about the result. I waited and waited, very stressed about any possibility of having to quarantine. No one called me. At almost midnight I called "0" and asked to be connected to the front desk, because there was no information how to call front desk whatsoever. Someone picked up and told me the guest service is closed and the call ended. I had to Google the front desk number myself and call the front desk from my Polish mobile phone to ask about the test result.

3. Room service situation.

I ordered some food for my room during the time I was waiting for the test info and therefore not being able to leave my room. The food was left at the table outside the door and no one approached me about payment. I ate the food and went to bed because I travelled for 15 hours to get to Bangkok from Warsaw and I was really tired.

A phone call woke me up, asking if I had credit card or cash. I told the lady I have debit card and US dollars. She told me someone will come to get the payment. So I didnt go back to sleep, I waited. The person came after 25-30 minutes, without the card machine. I explained I dont have means to pay by credit card. The guy said he will check and go back.

Another 30 minutes passed and I was still waiting not able to go to sleep after my trip. I called the guest service and told them that and that I will pay tomorrow. Lady said I have to pay now. Finally after another 20 minutes the guy came with card machine.

Seriously, I paid almost 12 thousand baht for this stay and you are treating me like I was going to steal this 300 baht worth of food? All my card info was available at the front desk. Why on earth I was not able to charge that to my room and pay upon check out or if not that, the next day after I'm able to go out of my room?! 300 baht and I had to stay alert for 1,5 hours about the payment. Unbelieveable.

Amenities

My floor smelled like diapers. Also there was no bathrobe or slippers in the room.

It occurred on: 2022-04-05

I sent the above information to the hotel via e-mail when I stayed at the hotel. They had a chance to approach me and talk. Instead they completely ignored it. It made me feel very frustrated, I regret spending my money there and first days of my stay were ruined. I would never stay in Novotel again.

Novotel Suites Bangkok Sukhumvit 39, I am asking K.Prapapan Srikhamseang (K.Fah) Operation Manager for the reservation confirmation letter from hotel (My boss will back from abroad), i also gave her the example how i need it. She is really bad of talking and lazy to do the document (call her so many times always say in the meeting, busy, bra bra bra...) and also refuse to do everything of what i need hotel help

On arrival 26th March our reservation was not correct and we had to wait an hour after check in time for room to be available. During this time my nephew needed the toilet and of the 3 cubicles downstairs 2 had broken locks and one had urine all over the floor and seat so he couldn't go to toilet! Also toilet in my room had broken door and didn't close which was terrible as i was travelling my 14 year old daughter and the toilet tissue was budget standard and not the 4 star standard you advertise your hotel. Having paid £219 each and booked 2 rooms this is not the standard I expect from your hotel having stayed several times before with no issue. Not impressed was is an understatement!

We were at the swimming pool and found the on duty staff extremely biased and irritating. He was just finding excuses to make us leave the pool.

Secondly the check in was not upto the mark as even after requesting higher floor we were alloted the 1st floor and the rooms are way apart from each other. Being a family it should have been together

Room no [protected] date 20th Feb 22