Novotel Reviews 

Asked for genuine photos of the room I will spend next three days in Wroclaw.
They're unable to respond in 10 hours and ping pong continues...

++ After entering the room, the stink smashed onto my face. This shows how right I was when asking about photos.

++ Highly disrespectful staff (counted 3 of them so far)

++ As per my humble opinion, 90% of the personnel are far from able to contact in business English.

++ Never ever again; but wait. Maybe someday with my US passport, how about that? :)

++ Pretentiousness rate amongst the personnel: same as the inability of business English rate shared above.

++ They also had a truly terrible supervisor. Unfortunately, I don’t have any record of her, but if I remember correctly, she was a blonde woman in her 30s or 40s wearing glasses. I said to her after having the whole corridor the strong vomit stink, ‘I asked for a mask and you refused to provide one. Isn’t that a risk to public health?’ Her response was, ‘If you’re concerned about health, you should get health insurance.’ I then asked her, quite politely, ‘Do you personally get health insurance every time you go on holiday?’

++ Contradictory info amongst individuals: while one receptionist was saying "you need to wait a bit during checkout for the room to be checked first", I was freely let out during the actual checkout by Ms. Paulina.

++ These richie employees not seem to be happy if you donate a tip less than 10% of the total amount :)

++ A disrespectful young boy at the reception tried charging me parking fee of full 3 days and I had to call the cops. What a scam!

Dear Head Office / Senior Management Team,
I am writing to formally escalate a complaint regarding ongoing and unresolved issues at the Novotel Reading Centre. Despite raising concerns previously with on-site management, there has been no meaningful action taken, which necessitates escalation to head management.
The issues outlined below are serious in nature and reflect both safety risks and a failure in service standards:
1. Deliberate Reduction of Sauna Temperature on Weekends
The sauna temperature is consistently maintained at an inadequate level of approximately 40–50°C during weekends, compared to 70–80°C on weekdays. It seems to be an intentional configuration. This not only undermines guest expectations but raises concerns about transparency and fairness in service delivery.
2. Health and Safety Hazard – Slippery Flooring
The flooring in both the sauna and steam room areas is dangerously slippery. This presents a clear risk of slips and injuries, and it is unacceptable that such a hazard has not been addressed despite repeated complaints.
3. Steam Room Frequently Out of Service
The steam room is regularly non-operational, significantly reducing the availability of advertised facilities. This ongoing maintenance failure impacts the overall guest experience and reflects poor operational oversight.
4. Failure of Local Management to Act
Complaints raised at the property level have been ignored or inadequately handled. The lack of response demonstrates a disregard for customer feedback and safety concerns.
5. Intentional Mismanagement of Facilities
The reported intentional adjustment of sauna settings over weekends is particularly concerning. If accurate, this represents a deliberate compromise of service quality, which is unacceptable for a hotel of this standard.
6. Non-Functional Communication Systems in Gym/Leisure Area
Phone services within the gym and leisure facilities are non-functional, leaving guests without a reliable way to contact staff in case of emergencies or assistance needs.
Given the seriousness of these issues—particularly those related to guest safety—I request the following actions:
* A formal investigation into the management practices at this property
* Immediate corrective measures to address safety hazards and facility maintenance
* Clarification on policies regarding facility operation (including sauna temperature settings)
* A written response outlining actions taken and timelines for resolution

A lovely 3 night stay. Superb staff who made us so welcome. Clean rooms and public areas, great food and service and you made our little dogs very happy with your kindness. Congratulations on excellent customer service, thank you.

Avoid. Took Accor 4 weeks to correct my name on the account. Chased by email 5 times, ended up having to walk to the Novotel Hotel to ask them what was going on, only to be told customer services only could deal with the issue.

In the meantime I miss out on a 15% discount due to their poor customer service and get told there’s nothing they can do. Very poor customer service compared to others available in the area. Save your time & money.

There was a mistake with our meal being marked as room service instead of being given to us in the restaurant. They were very apologetic and we didn’t have to pay for our meal and they also gave us 2 complimentary drinks and offered to do something nice for my husbands birthday the night after. Mistakes happen and they more than made up for it. Our trip was not adversely affected and on top of that our room was lovely and we got some helium balloons and some biscuits and chocolate for my husbands birthday. Thanks Novotel York we will stay here again next time we visit.

Unworthy of one star! A foreign receptionist tall dark hair russian looking guy was extremely rude to myself as regular goer to spa area , my novotel card was not working and he refused to give another and pretended the pool was closed when people were still inside and then said for hotel members when i know this is false info the man was rude to me racist and also told me to f off randomly for disputing his false info he needs to be fired i have videos and i dont know why he is still in a job when swearing at customers telling them to f off nige

We visited Novotel Coventry and we're pleased with the greeting and stay (3nights) that we had. The air con was really welcome and kept our stay cool in what was a warm few days. Fadika, our hotel manager, explained everything including our welcome drinks at the bar and helped us when we had lift issues, all solved immediately. As a person with mobility issues the access was really good and there were slopes where needed. The breakfast was lovely, hot and cold options and well organised.

I had a business meeting with a colleague who also stayed in the hotel the evening prior,
a table was reserved for us to have a meeting in the lounge area, we had lunch & refreshments, our dinner, pasta & also a salmon dish was piping hot & very good quality, compliments to the chef, and the bar service by Olivia was very good, caring & attentive, my colleague travelled from Kent & I chose the right location to make his stay enjoyable.
He came on the train so the location was perfect as near to the station too, Alina on the reception also very helpful with his booking so all round from the manager in the lounge to staff, all accommodating
thank you

Booked Novotel York as a special week away for my sons 16th Birthday.I emailed the hotel saying it was a special occasion and asked if possible we have a nice room with a view of the river.I got an email back listing all the things they can do like chocolates, balloons in the room upgrades etc and the cost.I declined this as only wanted a nice view.On arrival I was told we have been given a complementary upgrade our room was 513 I had booked a superior room with queen bed and sofa bed.On going to the room myself and my son were very underwhelmed and a little confused as to what type of room we had been given as an upgrade as the room just seemed like what I had booked.I went to reception to ask the room type and the lady on the desk was rude,dismissive and very unfriendly not like the lady I had at the first check in who was very pleasant.I was told abruptly it was a deluxe room on asking the difference to the superior I was told it had a bigger TV, a better bathroom, bigger room and generally a much nicer room.I really beg to disagree for one we were on holiday so watching TV wasn’t up there on our list of what to do just as well as the TV my be big but its just basic channels not smart TV with different apps, the carpet was replaced with lino and this cauta big problem as the person in the room above us from the second and third night clomped around well past 11pm and started again at 6am.The room was tidy so I would hate to imagine what the other rooms are like the bathroom was nice but not WOW.The only mirror in the room as the bathroom door tbe lighting was very poor so when doing makeup hair etc if was best to be in the bathroom at the mirror above the sink but if someone was using the bathroom we you need to wait.A long mirror inside the wardrobe door or at the desk beside the window would be more beneficial.The sink may look lovely but very impractical when it came to fill the kettle as you cant get it under the taps.The room was very very dark even with all the lights on particularly at the only long mirror which that a plug beside it so clearly where you were meant to do you hair but also no place beside it to put anything on.The view from our deluxe room was on the bin store looking onto the bins on the laundry and a bit of the carpark.My go to hotels as always Novotels we have stayed in many in different places and also returned to the same place this has got to be the worse one we have stayed in.Will we return yes we will to York but not this hotel.

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