Novotel Reviews 123

Good morning.
During our stay from Jan 2 nd to Jan5th. Your elevator was not working we had to bring all our luggage’s to our rooms which was 3 floors high and at the checkout we had to bring it down. When asked for help they kept us waiting. So we had to bring it down ourselves.
At the check out the receptionist told us that we would get a $100 discount on our bill as a courtesy for the inconvenience. We have got back and on review of our bill we do not see this discount.
Please advise
122 Lake Street, Cairns, Cairns, 4870, Australia

Dear Sir/Madam,

I hope my email finds you well,

I just had a very poor customer experience at Novotel Jolie, Paris and I wanted to share my experience here and on other platforms and the main Novotel franchise owner.

This was Sunday 15th of February 2026 at 7 AM to help you reach out to the personnel I am complaining about her behaviour as she had no name tag and declined to give me her name when I asked

My first day in your hotel and I wanted to use the gym as advertised hours 7:00 to 22:00.
I found the fitness door closed and went down to reception to ask how to access, the receptionist told me to use the room key I mentioned it's a regular key not touch pad, she said no use your room key.

I went again to find the door with a regular key and went downstairs again to find one of the worst experiences I ever had in hotel stays, she was disinterested, very impolite, literally waving me off with the hand saying you can go for breakfast or something else till I call you, no apologies offered for ignorance about how the gym works or lack of communication.

She said it's Sunday 7:30 so I am not sure if manager will be awake. And declined to give me her name when I mentioned I will complain about her lack of customer service.

I'm not entirely sure that the level of this appalling behaviour and customer service is something that your esteemed company would accept, but definitely I will never be using your chain or recommend to family or friends.

Thank you for understanding and I really do hope that you can reach out to the person I am complaining about to give her some needed advice about customer service as she seems in need of plenty of training and support.

Best wishes.

Issam

If you want to stay in a Sauna, then choose the Novotel Greenwich.

Air conditioners don’t work, moved rooms second night of three and same problem.

Sadly the staff seem used to the feedback as they merely explained they whack the heating up in winter and have no control over what temp it means in some rooms.

Location is great for Greenwich, but you’d be better booking elsewhere. Beds very firm, exec rooms are branded exec but only have a coffee machine and free water as extras - in exactly the same size and style room.

I am writing to formally report an unpleasant incident that occurred during my recent stay at the Novotel Waterloo in London, while I was there on a leisure trip with my friends and family.
On that occasion, I approached the bar and asked for four beers. To my surprise, the staff refused to serve me, stating that I had been “rude.” This accusation was made without any explanation, despite the fact that I had not even spoken to the girl at the bar.
I then called the hotel management to clarify the situation. Diana, the front desk attendant, explained that the bar staff had told her I had behaved in a vulgar and rude manner, yet she failed to provide any details or examples of such alleged behaviour. Despite my repeated requests for clarification about what had supposedly happened, no one was able or willing to explain the reason for this accusation.
During our conversation, while trying to explain myself, I became visibly frustrated and animated—as is typical in Italian communication—but at no point did I threaten anyone. Nevertheless, Diana claimed that I was “threatening” her simply because I was gesturing with my hands and pointing my finger while expressing my point. She even threatened to call the police; however, when I repeatedly invited her to do so, she clearly chose not to proceed.
I found this experience deeply unfair and insulting. I was treated in a disrespectful manner based on unfounded assumptions and cultural misunderstanding. I expect this episode to be reviewed seriously, and I would appreciate a formal apology from the staff involved.

I am writing this review as a warning to other travelers and to bring this issue to the direct attention of the Accor Group management.
As a loyal Accor Plus Gold member, I booked three rooms at the Novotel Danang Premier Han River for February 2026 through the official Accor website. I received a full booking confirmation from Accor for all three rooms at the member rate.
few days later, the hotel contacted me to say I could only have two rooms at that rate and demanded more money for the third room, citing an Accor Plus terms & conditions limit. When I challenged this, as the confirmation was already issued, the hotel's response admitted the following in writing
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First email:
(Xin chào!
Thank you for being our Accor Plus Gold member and choosing our hotel during your stay in Danang.
We would like to inform that we have received your reservations under the file No. QCMPDDSB with total of 03 Superior Twin room from 12th Feb to 14th Feb, 2026 under Accor Plus members’ rate.
As term and condition of Accor Plus, maximum 02 rooms per stay under member rate can be booked with 01 valid Accor Plus membership card (unlimited number of nights). Kindly find the following link for further information: Accor Plus Terms & Conditions
Kindly advise us if any other Accor Plus member in your group in this stay. Otherwise, the best available rate (non-member rate) will be applied for 01 room at VND 4,955,580 (discount 5% for Accor member). Please get back to us if you would like to confirm this rate so we could modify your booking accordingly.
We look forward to hearing from you soon, in the meantime if you require any additional assistance please contact us again).

second email:
(Xin chào!
Thank you so much for your prompt reply.
We are delighted to extend our sincerest gratitude for your continued loyalty to Accor Plus as a Gold Member, soon to become Platinum. Your patronage is deeply appreciated, and we eagerly anticipate the pleasure of hosting you.
Regarding your concern, we recognize that this situation may feel frustrating, and we certainly do not take your feedback lightly. And we would like to inform you that the Accor system could not notification the maximum the number of room when the guest process the booking in advance so we acknowledge that this is a significant oversight in the Accor booking system. However, you can refer to the terms and conditions of your booking confirmation letter for more information.
We hope you could understanding this situation.
Please check and get back to us if any updates for our best arrangement in advance.
More importantly, we truly look forward to welcoming you and your family to Novotel Danang Premier Han River this December. It will be our sincere pleasure to host you, and we hope to deliver a memorable and enjoyable experience throughout your stay.
If you have any inquiries, please do not hesitate to contact me).
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"the Accor system could not notification the maximum the number of room when the guest process the booking in advance so we acknowledge that this is a significant oversight in the Accor booking system."
Let that sink in: Accor's own system has a "significant oversight" that allows bookings to be confirmed and then later challenged for more money.
Despite admitting this was their system's fault, neither the hotel nor Accor customer service has offered to honor the original, confirmed rate. Instead, they expect me, the customer, to pay more to fix their error. A booking confirmation should be a binding contract, not a starting point for negotiation.
This is not about a minor discount; it is about integrity and trust. If Accor's system confirms a booking, Accor and its hotels must honor it. Period.
I am sharing this publicly so that:
The Accor Group leadership is aware of how a system flaw and poor customer service are damaging their brand and betraying member loyalty.
Other customers are warned that their "confirmed" booking with Accor may not be secure and could be subject to a price increase later.
I will update this review if the situation is resolved fairly. Until then, I caution everyone to double-check their Accor confirmations and be prepared to fight for what you were promised.

I go to the Novotel Compens Caffarelli each time I am in Toulouse for the the quality of service I get there. The staff is helpful and attentive and I can always count on them when I have an issue. As I am there nearly 2 nights a week this year, it is as a second-home. The rooms are clean and well equiped.

I recently stayed at the novotel hotel wembley london . The service .food and room were brilliant Would go again and would recommend them to anyone

Because of the incompetence of booking.com we had no room on the 20th Jan, so we had to buy another one,which in total cost is nearly £300 for a room only, and believe me this is not sour grapes the travel lodge is a better room. It would have soften the blow had they refunded the booking.com money. Greedy sh+ts

Even though I am a regular client of Novotel, they didn't care. Imagine you go to novotel as a client as I've booked a night in the hotel close to heathrow airport and even though I've checked in and registered the number plates of my car in their parking space at the hotel, they still slaped me with a fine which of course I am chalenging it at the moment with the evidence! worst hotel ever, will never go to them again.

I recently stayed at the Novotel Hotel, Birmingham Airport and had an amazing experience. The service was top-notch, and the restaurant had a fantastic selection of delicious food. Every meal was a treat, with plenty of options to choose from.

I have to give a special shoutout to Raquel. She was absolutely wonderful. Her attentiveness and friendly demeanor really stood out. She made sure we had everything we needed and gave us great recommendations from the menu.

Overall, I highly recommend staying at the Novotel Hotel. The service is excellent, the food is great, and Raquel made our stay even more enjoyable. Definitely worth a visit!

Hello my name is Olga Papadopoulos I have a major problem with my reservation at the Novotel Megeve !
We are customers the last 4 years here ! Coming every year ! They gave us the worst rooms !! We have booked since September !! We also booked for 4 friends of ours!! We arrived today on the 21st and will be staying until the 2ed of January ! We arrived waited 15 minutes for check in and the. They told us we have to stay in separate floors from our two young children !! We asked for two classic rooms on the same floor. The rooms we were given were the worst rooms ever !! The options where on in a room for disabled people or a room with the basin in the middle of the room ! With no proper bathrooom !! Once you were out of the shower you came straight to the room !! We almost caught a cold!! I asked to speak to the manager and they said there is no manager now ?!! How come is this possible no duty manager on position ??? This is totally unexceptable !!

I do t know how to deal with this ! I need to have my 12 day vacation in a room I totally dislike ! Even the lady at the reception told me it’s not a nice room … basin in the middle of the room … 😡🤬!!
Olga Papadopoulos

Belated Review.
We visited The Novotel York on 16th November 2025.for an overnight stay.

The staff were excellent, Room 224 was fine ,and yes it did have adjoining toilet/ Shower but didn,t find it an issue.
No More than a 10 minute walk to City centre.
On site car park .
Will be def staying there on our nxt York visit in Spring 2026 as we thought it was really good value.

Absolutely disgusting service, my boyfriend has stayed there over 2 1/2 years when he comes down from London,yesterday his car broke down in London went to see his ILL grandad in hospital had to call AA OUT, now he is stuck over there in London,had a booking on Friday 19th December 2025 at Novotel Wolverhampton, I explained the situation it was unforeseen circumstances and now he can’t make it, I rang Novotel to explain the situation and they would not listen to give a refund, he booked for 3 night stay, it’s the worst hotel in Wolverhampton it’s dirty grimy and so many times he has not complained that switches don’t work in the room,the showers heads are broken,there never refills for tea and coffee,carpets are so filthy in there room,noise levels are unacceptable curtains are half hanging off there lifts never work,the list is endless, Novotel you have lost a good customer,you will not refund him and Im quite frankly disappointed and disgusted with the service the way you treat your customers! Ref PWMLDLQG people work very for there money,and don’t forget it pays for hotel and there staff for this and this is what you get in return, unacceptable

I had a problem with my reservation from booking.com; I’ve made a mistake on the date…
The reception was so so helpful.
Thank you Sangeet from Novotel Leicester!!!
Alban

I often use the Novotel in Leeds near the train station. Its a good value quiet hotel.

Thank you for your understanding in resolving my need to cancel.
Thank you so much.

My experience at Novotel hotel Sheffield was not a great one. Would have gone for a low budget hotel if I knew as this was far worse and beyond my imagination. No heating in rooms . Everything I will say was below basic from beds to the restrooms. Wouldn’t advise anyone to stay if you want a good night and travel experience.

NOVOTEL Phuket Resort

Booked a family room for 4 at the 4-star Novotel in Phuket… and apparently, math isn’t their strong suit. We arrived at 9 PM only to discover our “room for 4” had just 3 beds. Yep, one of us was suddenly playing a game of musical beds—or maybe we were supposed to invent teleportation?

Reception cheerfully informed us that this was perfectly normal and that if we wanted everyone to actually sleep in a bed, we’d need to pay for an extra one. Who knew that “family room for 4” actually meant “3 beds and a surprise charge”? Not us!

Sure, it’s written in the fine print on their website, but honestly, who reads that? And who expects that booking for 4 means 3 beds? Apparently, Novotel does.

So, yes, we paid for the extra bed—which jacked up the total price by almost 20%. And the staff? They seemed…proud of their clever little trick. Call me old-fashioned, but I thought a 4-star hotel’s idea of hospitality didn’t include turning bedtime into a revenue-generating puzzle.

Family of 4 planning a trip to Phuket: unless someone’s willing to audition for “Sleeping on the Floor: The Musical,” I’d look elsewhere. Plenty of other 4-star hotels actually understand the concept of 4 people = 4 beds.

Novotel Phuket: surprising, amusing… but not in a good way.

Novotel Suites Paris Montreuil Vincennes (22 Av. du Professeur André Lemierre, 75020 Paris) is a decent hotel, but the neighborhood is quite rough. There’s a market open most days or at least on weekends, with people selling pretty much everything, and the streets can feel unsafe at times — especially after hours. Be attentive when walking around and avoid using noise-canceling headphones, as traffic and drivers around the block can be unpredictable.

We booked a single room with a double bed and a sofa bed. The room was clean and functional, but some drawbacks include: no toothpaste or toothbrush provided (we had our own toothpaste and toothbrush), only paper cups for tea or hot water, and the sofa bed was pretty uncomfortable. The Wi-Fi speed was around 7 Mbps, workable but slow.

Overall, it’s okay for the price, but not ideal for first-time visitors to Paris. Next time, I’d book somewhere closer to the city center for convenience and safety.

NOVOTEL AL BARSHA
I have stayed at this hotel on three previous occasions and have always had a pleasant experience, but unfortunately, this most recent visit was extremely disappointing.

Despite booking a twin room, I was assigned a double bed instead. The air conditioning unit was barely functional; although four different staff members attempted to repair it, the issue remained unresolved. The pillows were unusually large and uncomfortable, and the television was insecurely mounted, appearing as though it might fall.

After requesting a room change, I was moved to another room, but this too presented several issues. The kettle was not working, and the staff struggled to resolve the problem before eventually replacing it. The bathroom facilities were also substandard — the toilet flush was weak, and the tap water flow was very slow.

Throughout the stay, I repeatedly had to contact reception for assistance, which became quite inconvenient. Considering the total cost of £1,000, the overall experience did not meet expectations and was far below the standard I had come to expect from this property.

On a positive note, the breakfast was satisfactory, and the housekeeping staff were courteous and efficient. However, given the numerous maintenance and service issues encountered during this stay, I regret to say that I would not consider returning in the future.