Novotel
reviews and complaints

Dear Person In charge,

I am writing on behalf of my mom who staying at Novotel KL on 13th June 2019. Mom mentioned shes having slightly itchiness all over her body which she unsure whether it is from the bed sheet itself or it is due to bed bugs. Furthermore, she found cockroaches in the bathtub. I can see hotels should deeply look into room cleanliness which currently my mom was suffering with body itchiness and need to seek advice from the doctor.
On 15th June morning, mom spoken to Chinese lady and tall guy wearing spectacles which he claimed that he is the manager in charged on that day. He seems no empathy and being very sarcastic to my mom. Is these the way your manager treating elderly guests?
He not even offer any solution or offer my mom to change room despite being sarcastic and rude.
I would like to know who is the person that assisting my mom on that day and would like to lodge an official complaint to accor. His attitude cant be tolerable as a hotelier and this going to gave bad impression and image to the hotel itself.

Hi Mr Jeroen,

Good day to you.

Apologies being rude for not formally introduce myself.

My name is Kenny Bi Chong Meng. And, I'm staying in Novotel, Amsterdam for 2 nights from 24th till 26th May, 2019. The room number that I'm staying in is 927. I represent my company Jotun Paint to bring total of 24 key customers for incentives trip to Havana, Cuba and wonderful Amsterdam, Holland.

It is quite challenging as expected when we visit Cuba especially in term of hotel hospitality and the service. However, it turn up to be decently well acceptable even though the rooms and the management wasn't up to the major hotel chain standard like Novotel. I guess it is because myself and my guest are being treated well with full respect and warm welcome even though the Cuban hardly speak well in English.

When we arrived Amsterdam yesterday, I felt relieved because all the above mentioned worries no longer take place or not going to happen as expected. It is because I know we are going to stay in a nice hotel room with great hospitality. However, yesterday incident turn up to be awful and disrespectful. We are being treat rudely like a little tiny sheep's which the shepherd (Mr Simon, the F&B duty Supervisor) keep giving instructions with disrespectful words and rude in manners. Sound like we don't understand English? Or, we don't understand instructions?

He even block the exit door of the hotel with trolley not allowing anyone of us exit to the outdoor of the hotel. The trolley was parked there the entire time when we were there. This is discrimination and disrespectful to myself and my guest. Do you have HSE policy in this hotel? What happen if we caught in the fire and we couldn't exit the door ?

This has even makes me blow up more when he lectured my respectful assistants. He speak rudely to them and told them that he will not serve us any alcohol even though they requested to have last round of beers. Also, he told them that we are not allowed to order any other drinks or snack from the bar as well. Are we being welcome to this place? If not, should even stop us from entering this hotel in the first place.

Mr Jeroen, myself even avoiding taking any breakfast this morning as I worries not being welcome by your respectful F&B staff.

Really can't wait to check out from this hotel.

Extremely Disappointed.

Regards,

Kenny Bi
General Sales Manager - Decorative
Malaysia & Singapore

Hotel: Ibis Styles Amsterdam Central Station
Reservation: [protected]
Dates: Aug 26-29

One of my friends recommended this hotel because of it's location and its proximity to the Amsterdam Central Station. I booked the hotel well in advance (3 months before my stay) & I spoke to reservation multiple times on phone and via emails before my stay as I ended up upgrading from regular room to family room. When I arrived there, they gave me the room in the basement. Just imagine that was the ONLY room available on that floor for the guest along with their breakfast area where they served breakfast every morning and where they kept all their janitorial supplies. I travel quite a bit and I have never stayed in a hotel where the guest room is below main level. At least that's the norm in US and Canada. When I questioned the front desk about that, the guy at the front desk said it is absolutely normal in Amsterdam and instead arrogantly told me how lucky I'm to get a room in this hotel in this busy season. I asked why didn't you guys tell me that the room was in the basement when I spoke to you guys multiples times on the phone at the time of booking/upgrading. Again very unprofessionally, he responded we don't have to tell that. We can pick any room available in the hotel. I asked if I had an option to upgrade to another room. The guy got really mad at this point and said that's the only room available in this hotel and he can refund if I don't want to stay here. His tone was very rude and unprofessional right from the get go. I'm not sure whether that was just his personality or was reaction to the color of my skin. At that point, I asked for a manager. He said he is the manager and there is no else available to talk to me. He even responded further saying that other managers are enjoying their weekends with their families and have better things to do. When I said, let me record what you just said, he stopped attending me and started talking to the next person in the queue. I came there on a vacation with my friends and didn't want to ruin their vacation so I left humiliated back to the room.

During the entire stay at the hotel, I felt sick. I was out of breathe and had runny nose and eyes. Since we were travelling from last 7 days, I thought it was just me as I was tired and exhausted. On the second last day of our stay, I saw the black mold in the washroom ceiling and the symptoms I had were related to toxic mold exposure. At last on Aug 29 our check out day, we got up early in the morning to get ready for our flight and we saw bug crawling in our bed. I have attached pictures of both for your reference. If you need video, I can also send that.

Absolutely horrible experience staying at this hotel...would never recommend or stay there in the future.

Dear Sir,

I am writing to you today to explain about my trip to Milan which due to unavoidable circumstance beyond my control didn’t allow me to travel to my intended date (i.e 31 Aug 15) therefore unable to land in MILAN and checked in the hotel.

I have called respective hotel reservation desk in the morning hours and explained my instance but staff was not that helpful to provide me alternate options and was mostly rigid and hiding behind the hotel policy i.e. room booked is non-cancellable and no change of date is allowed.

As I said above, I met with the situation in Dubai airport, which was beyond my control hence couldn’t travel but am willing to visit Milan in mid September therefore hoping to get flexibility in my case and requesting here to allow my reservation dates to be changed to 14Sep-18Sep.

Novotel Milano Nord Ca Granda

Reservation made in the name of : NAJMI MANSOOR AHMED
Reservation made for the company: EMIRATES AIRLINES
Reservation number: CPPBSKKP

Najmi Mansoor Ahmed
Emirates Airlines, Dubai, UAE
najmi.[protected]@gmail.com

Dear Mr Bernard Patisse, Customer service.

This is my third visit to Novotel Waterloo and although the distance to my meeting is rather far, I am still keen to stay at your hotel because of past experiences with this hotel. I am an Accor member too. The Bangkok hotel is my favourite place because the staff can even recall when I stayed with them. The Beijing hotel was very helpful in giving me an early check in. There was the Singapore, Kuwait City etc. and I always said that I prefer Novotel because mainly of the functional and the well designed rooms with very appropriate customer service.

This is at no fault of your well trained and capable front desk staff and managers who adhered to the local procedure.Inf act, is procedure ranked higher than customers. I should have written in first before flight but was overtaken by work and the belief that I was familiar to Novotel Waterloo. Not any more because I think your hotel has changed for the worst.

I am supposed to check in on Sunday and came 2 days earlier so that I can do a bit of backpacking down to Portsmouth and Isle of Wight. Came straight to the hotel from airport (could have gone straight to train stations) . Asked the front desk lady if I am able to leave my bag and she was not sure and passed the decision to the duty Manager. I was made to understand that it is the policy of this hotel not to take overnight bags in your baggage rooms and that this policy applies to all fairly that I am not a special case. The duty manager repeats these facts again that I should be treated equally. Here is where I think customer service is not a priority in your hotel.

1) Can I be allowed to put my bag just for 2 days? No
2) If it is a security risk, I will open up my bag for inspection and that would lessen the risk. Possible? No
3) (after getting nowhere) I know it is my fault, can I plead for a consideration ? No
4) Can you help to escalate the decision? No, I am the duty manager.
5) I am now keen to cancel my hotel reservation with your hotel. No, you can’t cancel with us and only via your company’s travel agent.
6) Can I speak to your GM? No
7) Can I call him? No (obviously, as it was 7 pm). He will only be physically in the office at 9 or 10 am.
8) Before I go off, can I have a feedback form to give this feedback to? No, we don’t have a form but we have a normal email.
9) Can I have mr Bernard’s email? No, I (the lady front desk) don’t have that. Can I call the Senior Manager to see if she can pass to you (oh, there is a Senior Manager when the impression earlier was that there was none)

No, No, No.

Spoke to the senior manager and I knew from her non verbal that she was going to tell me the same story. She then passed me Mr Bernard’ email and offered to find me a cab to the railway station (as I have 3 bags with me now)

I will try to secure another hotel and cancel this reservation but the Malaysian team would have gone off work now (its 4pm on a Friday evening at the time of this interchange). Should I am able to secure another hotel, I do hope that your kind hotel will help me to keep some stuff I have ordered from Amazon forwarded to your hotel.

This will be the last time I will use Novotel Waterloo and perhaps other Novotel hotels worldwide. The good work that other hotels have done is now destroyed by this single event. I personally do not think that it matters to your organisation as I am not a high level user of your hotel and from today’s experience. I hope this feedback would help you to get different data points on your operational excellence.

On the 24th of March, my family stayed at the IBIS PARIS LA DEFENSE COURBEVOIE HOTEL and were victims of a shameless theft. It was their first day, they entered the restaurant for breakfast, put their bags down for a moment on their chairs and while turned their backs to locate the buffet, in about 1 minute, both bags were gone. It was 7.30 and there were 5 people in this restaurant, all of them sitting on the opposite side of the room quietly having their breakfast. Near my parent’s table there was only a staff member on a computer terminal who “saw nothing”. A couple o meters away from her, a safety exit door with direct access to the exterior where a garbage zone is located. You will agree that if you were to believe this person, this was an “impossible theft” as the thief would have to be invisible to pass in front of her and anyone else undetected, within one minute from my parents arrival. Yet under investigation and to be proven by the local police, but it looked a lot as if they here victims of a “scheme” where staff of the hotel was involved (my sincere apologies any honest staff member who were not involved in this episode). Why? Apart from what I just said, the CCTV cameras were not working (how is this possible these days? It would be in their best interest to have these cameras on, right? Well, apparently no.), they have been told that it was not the first time such a theft happened at this hotel and they received no support whatsoever from the hotel staff or director. No support, no concern, not a word. Nothing. They remained totally indifferent to a situation that should seriously concern them. In the middle of this situation, and because of it, my dad had to be taken to the hospital with an acute heart problem. His medication was in the stolen bag and he was obviously in shock after finding himself abroad with all his documents, cash, cards and camera taken away from him. And after returning from the Hospital to the Hotel and up to this date he received no support or contact, both from this specific hotel or the Accor group. If you do not want to be involved in a nightmare situation like this one do not stay at this hotel and to be sure at any of the Accor hotels, who so poorly managed this situation.
My Dad has recovered partially from this shock but he will never forget the lack of solidarity and kindness from the hotel direction and staff (let alone their possible involvement in the theft). And needless to say, we will never be staying at an Accor/Ibis hotel ever again. The only thing we can really do it to prevent this from happening to any unaware travelers, is to complain and share this unfortunate episode as broadly as possible (social networks, tourism websites, etc). Please, be aware. Holidays should not be about this. P.S. I will consider sharing the police report to anyone who need proofs of this account.

I m really puzzled with this Novotel Hotel and Fake vacancies just to be told to pay an upfront fee. I went on to google the Human Resources As per email only to find a thread of complaints on the website, and what has been done nothing ? Or more people falling victims of this scam.
Please explain to us what is being done by the Novotel Hotel surely they are part of this fraudstar going on.
Who are the Directors of Novatels, please update us surely if I had a compnay being associated with such scandal definitely I would have done some investigation.
The picture is for the so-called lawyers to process my application, guess it the picture of a deceased person being now used to further their scamism.

From: Novotel Hotel London
Date: Fri, 5 Feb 2010
Subject: Work & Live In Novotel Hotel London West

Work & Live In Novotel Hotel London West,
Call Time- From Monday Till Friday working hours,
From 8. am G.m.t + Close Till 6.pm G.m.t. Daily:
Tel -Fax +[protected]. London UK,

I am Mrs Kelly Strasser The Novotel Hotel London west in The UK human Resources employment manager,

The hotel human resources department are Seeking For some Experience Overseas applicants either Men and women with good qualifications whom will be Interested to work and live in the Novotel Hotel London West Hammer-smith,

So if you Really interested to apply fell free and contact Us back Including your Cv & Job Application format which will be forwarded to this Provided E-mail Address Below for more information & Procedures.

Contact. [protected]@yahoo.co.uk

Best Regard.
Mrs Kelly Strasser
Senior Human Resources Officer
Novotel London West