Novotel
reviews and complaints

I will contact you because I didn't find better contact details to be in contact with Novotel management.

I was in Novotel Vilnius last Autumn. I paid our room via booking agency and I have that receipt. Now hotel try to invoice my credit card again, because they haven't get money from booking agency. This is not my problem, this is between Novotel and booking agency. I have reported as on offense of this to Finnish police as well. I think this kind of action and service doesn't fit Novotel class hotel.

Novotel Vilnius person in charge of this:

Agata Narvoiš

Reservation Team Leader

Novotel Vilnius Centre

Gedimino ave. 16, LT-01103 Vilnius, Lithuania

M +[protected] — Hope this email lead to corrective actions in your side.

Dear Accor group - Novotel,

We have booked a stay for one of our mutual customers, Ms Blaszkowski. Arrival 16 October, departure 27 October 2023. Related confirmation number: 7R6NEISL2XEVUFW. On 30 August the hotel stay was cancelled. However, the customer has still received a NO SHOW charge. The cancellation policy has been followed correctly. Therefore, we kindly ask you to reimburse the charges taken from the customers credit card.

Met vriendelijke groet / Best regards,

Jessica Mulder

Customer Experience Benelux | BCD Travel

Attempted to call Novotel to ask about where to access parking, long ring time then phone picked up and hung up x 3 times before answering. Check in stated as 2pm, arrived at 2.30pm and rooms were not ready. Told me they would call once ready. Went for a walk with family to shopping centre, returned at 5pm, as didn’t receive a phone call to advise.

Booked here due to pool, this then didn’t allow pool time due to other planned arrangements. Questioned if shower was cleaned as contained marks on edge of bath and someone’s exfoliating hand scrub was still hanging in our shower, hugely disappointed on our first time booking at Canberra city Novotel.

31st August 2023.

Recepcion is closed at 6:45pm when Opening hours anounced are until 8:00pm.

Today is anounced that tomorrow 1st September water suplement is goong to be CUT from 9:45 am without notice of when srvice is going to be reestarted.

We are planing to shorten our stay becuse of that.

I hope you offer a better service in other premisses that you manage.This one does not home your brand (neither Accord)

I bought a two day multi-rntrance parking at Novotel Poznan (24-26/7/2023). When coming to park, the parking entrance was blocked. Reception explained that the parking is closed due to an event, and I was asked to park at a nearby mall, free of charge. In other words, I was refused for a service which I paid for. Hotel personnel were disrespectful and were unaware to the legal consequences of thier unjustified desicion.

You Charge like 5 Star hotel rates but there is NO TV as well they we provide in IPL that's what bartender said so then charge during that time. Greedy People I drank for Rs 7000 not even 1 complimentary side dish was offered very greedy people. The Manager says it is Restobar we don't do how does it matter many Chennai Restobar saves Sidedish atleast chips or Peanuts as complimentary these Novotel is One and only for MONEY in my opinion

This never happened in Regular Five Star Hotels so mean. But these Guys Boast it is 5 Star not even worth a 3 star.

We are at your hotel in Budapest.city. we came yesterday and are here till sunday.

The air conditioning does not work well. It's very humid and uncomfortable.

The tv remote volume is not working.

No ironing board or iron.

No tissue box.

At over £150 a night, we hVe come to expect these things. We are in room 419. Wife is very upset.

Comeon people,we can do better.

On September 2nd 2022 I made a reservation for my daughters 16th birthday via booking.com

I was contacted yesterday to say my reservation had been cancelled by your hotel! 2 days before we are due to arrive. This has caused so much upset. All our friends and family have rooms booked so we could celebrate together and now we have nowhere to stay.

We are all due to attend a concert at Wembley Stadium and the only availablity is miles away.

This has ruined what was a carefully planned celebration and I have an extremely upset Child

This should not ever happen to another family again.

My reservation with booking.com is [protected]

Steve Jenkins - Manager at Novotel Cardiff City Wales approached our room and spoke to my wife in an aggressive unprofessional manner, threatening to put her out the hotel if he heard noise coming from the room. Steve Jenkins’ aggressive tone and menacing demeanour towards my wife was seriously intimidating and very concerning to me and my children who are paying guests at the Novotel Hotel Cardiff.

Earlier, a white male wearing a plaid unbuttoned shirt with a white bath towel covering his manhood, who appeared to be somewhat intoxicated, banged on the door of our room at approximately 11:00pm. My 13 year old daughter answered the door and was quickly supported by her uncle who was visiting our room from his room on the floor below. Upon opening the door, the man warned ‘you either shut it or I report to reception that you are making noise in the room.’

My daughter, who was shaken by the ordeal still appear to be traumatised as she keeps asking what’s going to happen.

His accusation could not have been further from the truth. Our family was watching the TV and simply talking with other. There were no raised voices of any kind other than the volume from the television programme.

We can only assume the man who banged on our door earlier contacted reception, which alerted Steve Jenkins - Manager at Cardiff Hotel to come pounding on our door in a similar way, then shouting threats to my wife as did the inappropriately dressed man who was earlier at our door.

Despite my wife’s composed response to Steve Jenkins questioning whether he heard noise, he was dismissive of her and spat out his accusatory orders, ‘If I hear any noise from your room, I will put you out of the hotel!’

My wife and I reflected on the actions of both Steve Jenkins and the white male who was inappropriate dressed banging on our door. We then decided to make a formal complaint about the incident.

When we got to the reception, we asked to speak to a manager and learned that Steve Jenkins was the manager on duty. The securing team expressed their apology for Steve Jenkins’ actions and stated that he is ex-military, as if that should excuse his poor conduct towards Novotel Hotel Cardiff guests.

I loss my luggage on Jan 20 when I flight from Amsterdam to Berlin. I reported the loss right after I arrived in Berlin Airport. In the following days, I called service desk several times for the status. Meanwhile, I also check with the receiption desk if they received my luggage or not. But until I left the hotel Jan 22nd, what I got the reply was not yet received. Jan 23rd and 24th I had a very important meeting with dressing code. But because no luggage, I can only buy new cloth with other necessity stuff for my staying. I also called Hotel receiption desk several time on Jan 23rd and 24th asking for if they received my luggage. But still got the reply of no. They even didnt check, just blindly say no!

Then I called/wrote emails to lostandfound service desk again and again about the status. Today they reply to me that they confirmed the luggage was delivered to Novotel on Jan 21st! what a hell! Then why no one informed me during my staying and when I called back, say the suitcase is there. Now I left Berlin and it is impossible for me to go back Berlin to fetch my case.

Furthermore, I spent about 1,000 euro for buying all the things, clothes, coat, shoes and even a new suitcase!

I did the booking using phone and email on 11 January 2023. Booked 2 rooms one with extra bed and one without extra bed for one night. The amount quoted by the hotel was Rs. 17920. Payment was made and booking was confirmed with the Novotel. We reached hotel around 11:20 pm. We were 4 adults. 3 with Indian identity and one from UK. She did had copy of her passport but not the visa. There were 3 kids aged 4 yr, 6 yrs and 10 years. 4 yr kid was sleeping at the time we reached hotel. The manager denied check-in as the UK citizen did not had copy of her visa, though we requested the kids are tired and we came all the way from Amritsar and it’s too late for us to go and find another hotel. They did not show any courtesy and behaved rudely. Then the conversation started. Should we all check in or not. Manager said, if none of you will check in we will refund full refund. He took my bank details and left hotel. The next day they denied making refund. Hopefully this matter should be looked by the management soon and payment should be refunded soon.

We checked in at Auckland Novotel hotel on the 10th January 2023.
We had a booking for 1 night. My wife and myself.
Upon paying for our room @ $295 a night. The receptionist asked if I was paying credit card. I said eftpos.

The receptionist then said I will be charged another $100 for drinks and food bar tab. We didn't want this but she said we had to pay an extra $100 and it will be refunded back into my card when we check out.
We came back to reception the next morning and were told we will be reimbursed when contact is made with the receptionist who addressed us the night before.

That was Wednesday 11th January and it's now the 13th and still waiting.
$100 extra plus $295 was removed from my card and I'm waiting for a refund from Tainui Novotel Hotel Auckland.
The beginning of our vacation was marred but my wife said to the receptionist I hope this will be sorted soon.

A little annoyed no one could answer or reply with an email explaining the $100
Extra.
It seems like we were setup to go buy alcohol or eat at Novotel hotel.
Downhearted at the moment.

I was vacation and I visited the hotels restaurant for dinner twice since it appeared to be nice. I wanted to set out my iPad and materials on table but it was very small, so I ask to sit a little larger table to accommodate my needs. The restaurant was empty with only two customers, 90 percent of the tables were not being used. They said no and I ate my dinner in a almost empty restaurant and a tiny table that couldn't accommodate my stuff. I wouldn't recommended the hotel they don't care about customer service.

We made booking thru booking.com and no where did it mention that the hotel, Novotel Siam Square Bangkok (9DEC to 14DEC) was under renovation, and it was drilling and hammering during the day.

We are on holiday and I’m sure everyone expect to go to Hotel and enjoy their holiday not to expect hammering and drilling.

If we knew it was renovation, we would have booked another hotel.

During COVID lockdown, there were plenty of opportunities to renovate and they do it when it is open and worst is that they do not mention this at all until you arrive.

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.