Novotel
reviews and complaints

I booked a room for 4th Feb 2022 via an aggregator website Snaptravel. Upon check-in, the room was far below expectation and tariff charged, nowhere near 4 Stars. The manager on duty named Ken agreed with the quality of the room and offered a 100% refund and asked us to book somewhere else. I was told to contact the aggregator and get a full refund which I did and got a refund on the same day. A week later when I checked my bank statement, I saw an unauthorised debit of $196.84 made by Novotel Brighton-Le-Sands. When I contacted the hotel first time, I was told to call back the next day. A day later I called again and I was told by a lady named Shree that she will look into this charge and call me back in 30 mins. 3 hours later when she called she advised me that her manager is looking into this and will contact me the next day. She also advised me that my money is safe with them after using my credit card without my consent. I did not receive any call neither I received any refund. I am really upset and want compensation was the harassment I have to go through in the last 10 days due to this. Novotel has no right to use my credit card without my consent. I will take this theft matter seriously and will file a complaint with the authorities for further action.

The booking details were as follows:

Name: Jaspreet Chugh

Mobile: +[protected]

Date: 04/02/2022

Booked made via Snap travel

To whom it may concern,

I have received a further "parking fine" notice from my lunchtime meeting visit to the Novotel at Nottingham on the 5th October'21.

After I received the first notice, I complained bitterly to the hotel management, given that I had spent 2 hours there and used the facilities including food and drink, I demanded they rescind the charge. I did not hear back from them and was shocked to receive a further threatening notice form you.

I am a pensioner and given the Hotels' convenient location, historically I have used the Novotel facilities for meetings. In the past you used to obtain an exit code number to leave and sometimes the barrier was " up" and you did not need one.. I genuinely did not notice any signs nor did I think that having properly used the facilities that I could be penalised. The two people I met with have also received a notice, if it that obvious what we should have done to avoid the notice, how did we all fall victim. Would it not make sense for the serving staff to remind you that you needed to do something to avoid the penalty, when they operate d the exit code policy, the staff at first contact used to remind you that you needed to go to reception to get the code before departure. The reality as it seems to me is that

For the avoidance of doubt, I have no intention of paying the fine, if you choose to take the matter to court, it will be vigorously defended I can assure you.

Garry Morpeth

NB. I SHALL NOT BE USING THE NOVOTEL AGAIN.

we arrived 1/11/2021 till 4/11/2021 2 rooms 717& 719 we where issued with the keys these did not work this went on for our whole stay until the manager said we needed a new battery when we entered the room the carpet was filthy stains all over The sheets very crumpled and old In the shower all the area was so slippery i could not stand without hanging on to the shower unit with that i clean it with lots of water as my disabled husband would have fallen and had some very bad injuries this needs looking into also the smell in the room was terrible i had to buy a air freshener at breakfast the bacon was so dry fried eggs solid no yoghurts and coffee machine not working tables sticky we went to the premier inn after this hotel in bridlington rooms immaculate breakfast no dry bacon eggs sunny side up things need to improve we think a compensation should be paid to us for our inconvenience

Booked to stay on 15th to 17th October (two nights), booking number:1529468880. Room 402.

First night at half three in the morning some drunk guy knocks on our door and wakes us up. Then proceeds to bash someone else's door for a couple of hours.
We felt like prisoners in our own room - no phone in room to call anyone and the phone number on website did not work.

Needless to say we had a terrible stay.

In addition, the hand soap was empty and although we asked for it to be filled this never happened.

This is regarding Novotel Guwahati at G. S. Road, Guwahati.

1. My luggage (a small backpack) was not transferred to my room even 15/20 minutes after check-in. I had to call the reception.

2. Drinking glasses not provided in the room. tumbler was also not provided.

3. No proper communication amongst staff at restaurant. Multiple staff asking for room numbers for complimentary meal.

4. Charging items to wrong room number.

5. Chargeable items not specified as chargeable while taking order for complimentary meal.

It is with great regret to inform you that we have had a terrible staying experience in your hotel- Novotel Sud Porte de Charenton.

Things turned out so bad, that we had to cut our trip short, and return back to London due to the severe allergic reactions suffered by our children during the stay at your hotel.

They are currently on soothing cream and relief medications, along with high doses of anti allergens to recover from the trauma suffered in the last few days.

It started off from our very first day of stay on 23rd August when we checked into the hotel, and entered the allotted room 215.

The room was hot, and had a musty smell, but apparently they became the least of our worries.

What it was storing was hordes of mosquitoes inside the room, sitting on the ceiling and walls, and buzzing past us every few seconds.

Since there was nothing we could do about it as it was late night, we just had some food and went to bed.

We lowered the AC temperature in anticipation of driving away the mosquitoes. And we put the banket over the children so they were safe from them.

When we got up in the morning, both our children were already awake, and were itching and scratching really badly.

When we looked at them, we were aghast to discover big red patches all over their body and face. We don't know whether just the mosquitoes were responsible, or they were caused by the bedbugs.

Both our son and daughter were in a bad shape, and they could not get any relief from the itching, scratching and inflammation.

My wife gave them a cool shower to relieve the itching and inflammation. And she applied some Aloe Vera cream. But nothing helped.

Since we had to leave the hotel early morning, due to our tour booking at Eiffel tower, we had no option to do anything else, as we had to rush out. But my wife went to the reception lady, and informed her of our experience last night. Yet nothing was done, as we discovered later.

The whole day, the kids were in a bad, suffering state. They were in great discomfort, and my son even developed a little temperature due to the pain and inflammation. Their face and bodies were swollen due to the bites.

When we returned in the evening, we informed the hotel reception about it, and showed them the extent of kid's condition. By evening they had bright red patches all over the body.

The reception manager offered to change the room, which we accepted, and we were then put in room 219.

While checking out from the last room of 215, I could still see a lot of mosquitoes still perched on walls and ceiling, despite the assurance earlier of the reception manager in the morning. She had assured all the mosquitoes would be removed and the room would be sanitized. But clearly, nothing was done.

The next 2 days in the other room were also uncomfortable. My kids kept complaining about great discomfort due to the inflammation. And we could still some mosquitoes hovering around, which were clearly still biting the kids.

It is difficult to believe that just mosquito bites would have created such havoc on our kid's bodies. We are almost certain that besides the mosquitoes in the room, there was a severe bed-bug infestation in the hotel room beds.

And it was due to the bed-bugs as well, that both of our kids suffered such excruciating trauma.

Under the circumstances, I wish to escalate this matter both to you and the higher management for further review and grievance redressal.

Due to the extent of trauma faced by our kids, and the amount of financial losses incurred due to our stay and cutting our holiday short thereafter, we wish to have ourself compensated with the following-

1. Full refund of our stay at the hotel for the duration.

2. Complimentary stay at any of the Accor group hotels worldwide for a week.

I am a long term patron of Accor group, and having stayed in Novotel locations for extended periods throughout the world.

I will wish to utilise the compensatory stay at any of the locations worldwide for a better experience and to overcome the trauma we have suffered recently.

I am also attaching with this email the following-

1. Photos clicked on the morning of 24th August after our first night in the hotel.

2. Photos of the condition of the room showing mosquitoes all over walls and ceiling clicked on 24th night at the time of room changing.

3. Current photos taken yesterday 2nd September showing the condition of our children still suffering from the dreadful experience.

The kids are still currently on medication taking Cetirizine regularly, along with a mixture of creams to be applied all over the body. We just hope that the scars are not left after the swelling is gone.

Please let us know if any further details are required.

I wish to settle this matter amicably due to my past patronage of Novotel hotels, and sincerely hope that we will not have to escalate the case outside the domain of both parties, where the extent of our trauma will be exposed to the outside world.

Thanks and regards

Mr Kashif Khan

Ph : +[protected]

Stay in the room 241 in Edinburgh central…I was very disappointed for the level of dirty in your hotel. The carpet in the room is extremely dirty…Complaint to staff but they didn't do nothing.. I take the stairs and they are extremely dirty, the steam room is dirty…The sauna is not hot, the pool the water is cold and the hot tube the water is not hot…. The smell of chlorine is so intense I could smell in the reception…I couldn't stand so long in the swimming pool it was so strong…Do not recommended to anyone …

Hello,

I stayed at your hotel on 27 Aug to 30 Aug 2021.

My family and I had 5 room. We paid separately however the others paid directly to the hotel. I paid through booking.com a week before.

We made several complaints to the hotel at the same time. We were offered free breakfast and free parking in addition to this we were all promised 50% refund. I was told that mine can be actioned but only after going through booking.com. this was told to me by the manager on duty on 29/8/21 in the morning and she said this as well on 30/8/21 on the morning of check out.

Turns out this was lie she was only telling me this to get me away. I am trying to understand why she would lie that if I put my complaints via booking com they will action my refund that they acknowledged. This was not my demand this was what the lady who manager on duty promised.

Look through your records my family all under Matikiti. All got their refunds except me who was in room 349 and was previously in room 355, my room was changed after first complaint but the state was the same. The fridge didn't work my baby's Milk spoilt. The bedding was bad and the bathroom was bad.

After complaining on the 28th and 29th after my first night in 355 and second night in 349 I do not understand why a hotel like yours would lie to me about the refund. Is this how you treat customers?

I never asked for a refund you offered it to keep me happy and you paid the rest of my family back 50%. Why is this not done to me? Who is lying you or booking.com? Should customers stop using booking.com?

I would really appreciate my refund and an explanation on your demeanour. Very appalled.

Benjamin Matikiti

[protected]

We made a walk in booking on Tuesday 31st August 2021, which was £95 room only rate and charged extra for 2 small dogs £10 per dog so overall price paid of £115 for one night.
When we arrived we found our room, and was very basic and very dirty it hadnt been cleaned ( I have massive dust allergies) housekeeping had not cleaned one thing in there it was disgusting, we then tried to have a shower and the water was coming out of the shower basically dripping out of the shower head, we also had a bath/shower but the shower bit was leaking badly all over the floor, so got in touch with reception which they said to wait for it to be checked and they sent a housekeeper up to check, it took over an hour to get moved to another room. We had been travelling in the car for hours and just wanted a shower and to relax which we couldn't do.
We got into our new room which was okay very noisy even with the windows shut did not get much sleep at all, but didn't speak to reception as I felt they we not approachable (not worth £115 per night)
The bar also had no beer on draft as they had no gas which was a real shame.
We booked this hotel as it had a pool/spa, the pool was OVERFULL with people you couldn't even get into the pool 4 times going down after booking our time slot there was no room to try and swim or get into the pool area.
We didnt end up going for a swim we had to wait until the morning so got up extra early to avoid the busy time of the pool, there was hairs floating around all over the pool from other people it was dirty so didn't actually go for a swim. Very disappointed in the service to be fully honest we didn't get any apologies from reception about the room mess around they were quite rude about the moving of the room not really sure why, as the room was disgusting and not looked after/cleaned.
We would like reimbursing some money in compensation for our terrible stay.
Yours sincerely,
Natasha Begley

Our stay at the Novotel Stevenage was a disaster from the very beginning on Sunday August 29th.
Ashtrays overflowing at front of hotel. Very few staff available. Signage to the rooms inadequate. Room was NOT clean - I even went out and purchased cleaning wipes & cleaned all surfaces myself. The carpet was dirty & shabby appearance. Bar shut on arrival. We were on the top floor & the lift was out of order when we left, so we had to carry all our luggage downstairs ourselves - no-one around to help. Asked at 4pm for a dinner menu & was told allegedly by ‘THE MANAGER' rudely that one wasn't available as they hadn't decided what to cook that evening & that they were only going to open for dinner for 3 hours so I'd have to eat early. The website advertised Taittinger champagne by the glass (a deciding factor in our choice) but when we requested a glass again the ‘Manager' was rude to us, saying they would never serve that by the glass & ignored our protests that it was advertised on line. I used to work as Head Receptionist at The Waldorf Hotel & would have been sacked if I had behaved in such a way. He had no interpersonal skills & should never be working in a customer facing environment! Appalling! You never argue with a customer! I look forward to your comments and a full refund, at your earliest convenience. Sandra Warner - [protected]

Novotel Excel London. 3 adult women. I took my sister & friend as wanted to treat them too shows etc.
Looked a nice hotel and on arrival even paid for upgrade. Had 4 nights 11th to 15th Aug 21.
At 8.15 am first 2 mornings was woken by drilling sounded like it was in the room it was so very loud. Day was so fed up & tired rung reception was offer a free breakfast for rest of stay or late check.out which we didnt want. So had breakfast. Last 2 days delivered to room . Day 1 hot cooked breakfast was cold and tasted disgusting.
Today ordered cereal again order was wrong . Drinks cold . Toast cold left most of it.
We only got 2 large towels if & when changed. Cups left dirty . Did see reception & got more towels & clean cups.
All in all would never recommend this hotel . So poor service and room. Really a shame as had booked this to cheer us all up

I booked a night on 6th August for my boyfriends birthday firstly the TV didn't work in our room and the swimming pool was unavailable due to high chemical content there were drunk noisy residents on our floor and overall it spoiled my boyfriends night we were looking forward to staying with you as we have heard that ordinarily there is a high level of service in your hotels

Dear sir,
Having arrived at the hotel in stevenage I was told the price for a double room was £75 per night with breakfast I went to get my bags from car got back to reception and was told the price was £84? We put our bags in our room and went down for pre dinner drink I was servered with the worst flat beer ever so was a customer next to me, we did get them exchanged. We went in for dinner and the waiter came to take our order I asked to see the wine list to which he replied there wasnt one I ask what wine he had he had no idea, he said he would go and fined out he returned 15min later with a list he had hand written on his pad I order white he came back with red he went away came back with white and walked away I thought he went away to get glasses but no I had to attract him 10min later and ask for glasses he just put the glasses on the table and once again walked away no even can I pour the wine nothink it wasnt if he was rushed there was only 4 of us in the restaurant. We went to our room and to our disbelief we found a pair of shorts and a tee shirt hanging behind the bathroom door, this left my partner very very upset as she has diabetes and in todays climate very disturbed, rang reception they came and removed the clothing I asked to talk to the manager but he was not available so arranged to talk to him in the morning. After breakfast I went to recp and asked to see the manager but was told we would have to wait as he was cooking breakfast we waited 20min when he came he was very abrupt and rude wast bothered at all just saying the rooms are inspected, he didnt come up with any sign of compensation so I ask if he would he said ok 50% we wen t to recp to he left it to the young boy after 10min he came back to say he couldnt do the refund as the accountant wasnt in today but some one would be intouch with me in the next 2days, I have waited 3 days hench this e mail I am very disgusted with very unprofessional and attitude with every aspect of the hotel

I was given a room at midnight and went up to go in my room and guess what I found a women sleeping in her room the poor thing
How can Novotel give me a room key for some one who is in the room already how is this possible what security is in place for guest sleeping in there rooms

Dear Nova hotel /Reading

I hope you are well, however I am writing today about my experience of this specific hotel that my girlfriend and me stayed in from Wednesday the 16th of June till Friday the 18th of June. We both stayed for both nights.

Firstly we both have used Nova hotels in previous trips and had enjoyable stays however on this particular stay we both had a terrible nights sleep on both nights due to the air-conditioning unit in the hotel not working properly.
The first night I personally could not sleep due to the heat in the bedroom. I had to go to reception at 3AM to ask if anything could be done. They told me the hotel was having problems with the air con unit and just provided me with a fan to take to my room. This did not help at all. We then had to keep the fan on for the whole duration on the second night as well which as you can imagine made a lot of noise itself. The second nights sleep was just as bad as the first making us very tired throughout our trip. I would expect a little more than just a fan to solve the problem given this just made things worse.

When arriving to the hotel for check in we was greeted very rudely. We gave our names and went through the formalities however then my girlfriend and me was asked for and ID, which I had no issues with. However we was quizzed as if we were using a fake ID or something. The lady at reception (Mellissa) told us we both needed id as we looked to young, which I found insulting as I am 21 and my girlfriend is 20. She then continued on to ask us for our dates of birth and full entire name. She then also asked us to remove our masks and squinted at both of us for at least 5 seconds. I was shocked and felt like she was trying to insinuate that we had fake IDs or something. This was not the greeting I expected after a very long journey. The tone in which we were spoken to was not welcoming or professional in my opinion.

We was also told that we could only use the pool for 1 time slot per a day from Melissa at reception which we did not have a problem with due to COVID however I was shocked to see the pool was open to use for the public and swimming lessons yet us guests were restricted the the time we had in the pool as there was a maximum of 8 people. Surely these time slots would be prioritised for guests of the hotel not the general public. One of the main reasons for coming to the hotel was to use the spa facilities so this was very disappointing. If the pool was just for hotel resident use I would understand but this was not the case.

There was also a lack of attention to detail. When we got into the room there was an empty tissue box which should have been changed before we got there in a addition to a kettle without any cups or condiment's. I had to go down to reception and request these. 1 hour later the tissues arrived and the member of staff sent up was lovely. She was very apologetic. 2 minutes after that we got another knock with the condiments and this time I grabbed them and the woman literally just walked off and started talking to somebody else down the corridor so I was just stood at the door expecting her to say something to me and she just walked off. (This woman was the same one who greeted us at reception extremely rudely)
I am so disappointed with my stay. The lack of care and consideration from staff was unbelievable. We ended up spending barely any time in the hotel room as the room was unbearable during our trip and was just treat so rudely I don't know what to think of Nova hotels anymore.

Below are details of my booking.

I'm writing this complain against the constant source of nuisance and noise, the premises of Novotel Ahmedabad has become for the surrounding residential complex. Your hotel has been regularly hosting parties since its construction and has been a constant source of loud noise with little regard for the residents of buildings surrounding the hotel. The local management is extremely rude and any complaints made with them falls upon deaf ears. I would like to remind the managing board of Novotel Hotels that their hotel was constructed in the middle of a residential area and it is imperative that they maintain certain rules and regulations, be mindful of hundreds of families living around the hotel, since before its construction and not consider them to be a law unto themselves

Dear Sir / Madam,

I am writing to you to raise an issue about your Edinburgh Hotel.

The fire alarm was activated at around 01:10am on 29th August 2020.
After evacuating the building and standing around in the assembly area for 30 mins, there was no sign of the fire brigade on site to check for a genuine issue.
This was followed by confusion from guests as to whether we could then re-enter the building or not. There seemed to be no apparent fire warden or clear instructions.
I would also add that there was no fire warden that I saw to ensure people left their rooms. We could still see people at their windows looking to see what had happened without evacuating. Under these circumstances, the whole building should be evacuated.

I would hate to think if this was a genuine issue, what the consequences would have been with people with young children going back into the building.

An official acknowledgment and reply to this email with improvement plan would be appreciated.

I look forward to your prompt response on this matter. As recommended by Trading Standards, I would like to keep a complete record of my case, so please reply to this email address.

Yours faithfully,

Mark Boyes

Reservation or booking reference JPJLBKKG
Hotel name or location: Edinburgh Central

34 Oaklea Mews
Aycliffe Newton Aycliffe
DL5 6JP

my contact [protected]
[protected]@yahoo.com

we went to novotel bheemli visakhapatnam on 01 Feb 20.

post dinner we decide to split the bill and pay by card

i pay ₹2676 my share and punch in my card pin. later the staff tells me despite pin fed the transaction was cancelled . i was not carrying my phone to verify.

I decide to pay the whole bill as they said three was split is not possible.

and i pay ₹6245 and leave .

two days later i check my card transactions and realise i have been charge twice . since 05 feb 20 i have called the hotel HR manager and restaurant many times . they seem to have no interest and react like fresh case every time i call.

request ur intervention and ensure my refund of ₹2676

photo of card transaction attached of 01 feb

We were staying with Novotel imagica on 11 the Jan, 2020 check out today 12th Jan 2020, Khopoli. The stay was ok but while leaving when our car was brought back from parking, the windshield was cracked, crack was as longs as a foot almost.
No one showed any interest in what had happened and the concerned person very casually said it could be cause of the heat. Our car is always parked in heat outside our building but this does not happen. There was clearly no intent of helping us out. We waiting with our 3 year old for some solution but really disappointed we were told we will be reimbursed of whatever 1000-1500 bucks after insurance. This was so disappointing especially when we were told it is not our responsibility.

We dealt with Mr.Ranjit Naik, security manager.

All our good experience of the stay went in drain.

Jessica
[protected]