NH Hotels Reviews 30

I love NH, its lowkey but great service. Good place to get stuff done and rooms are always clean and spacious.

Nh. Villa Carpegna in Rome. Infestation of pharaoh ants in suite 222 on arrival. No serious attempt at getting rid of the ants, requested ant free room. Got a standard room for 1 night and the second suite for the rest of the stay.

No offers of refreshments or discounts, we requested at least a bottle of water after 2 hours of ant killing and luggage moving. But no, the reception couldn't offer us anything without an OK from the general manager, who wasn't there.

And now we're getting the information, that for the first night, we just need to pay for the double room, not the suite. Fantastic! We're not getting what we booked, and need to pay for the lousy alternative while waiting for what we booked.

Avoid at all costs!

I would like to register my displeasure with NH Group payment policies. I am a member of this hotel's membership club but was still forced to pre-pay when booking online. Then when I needed to make a change to my booking I was told that I could not make any changes or get my money back for the night I would not be staying. I had no choice in the website in pre-payment and there was no mention of the payment conditions until after booking! When I called them I was told it was my fault for booking online. I strongly recommend avoiding this hotel chain. Also, the so-called 'rewards' for being a member has yet to materialize ...

Hotels mostly OK, but service varies a lot depending on location. Also the prices since 2017 have been more than doubled in several location without any real reason like renovation.

- I wanted to redeem some of my points that I earned for a vacation in Siena - Italy
- 1st I tried to find out how to redeem the points which was difficult enough to actually complain about it. After not finding out online on how to redeem the points, I called the rewards hotline which told me to just book the Hotel online and write into the comment field that I want to redeem my points, which I then did.
- When I stayed in Siena and checked out I got an invoice which stated prepaiment of 143,65 Euro. When I told the reception agent that I did not want to prepay and that I wanted to redeem my points he checked the booking. He told me I did not prepay and I actually redeemed my points. Luckily, I did not trust him and checked my credit card invoices at home and I found that the amount was actually withdrawn from my credit card.
- I called the hotline now again and was really not satisfied at all with it. After telling my story the agent asked me to write an email to find out what happened. I asked him if he couldn't find out and that I did not want to write an email. Afterwards the department responsible was explaining me that I had used a prepaiment rate which is not applicable for the redemption of rewards points. It was my fault of course that I did not read through all the conditions, but if the Call Center tells me to book it that way I dont read through every little condition, especially if it is not visible directly on the site and only through clicking an extra link..
- Unfortunately NH-Hotels is not flexible at all and cannot find any other solution than me having to pay the stay - neither the Rewards Call Center nor their Customer Care department. As I have written during the booking that I wanted to redeem my points and no one reacted on my booking comment I guess they actually dont read those comments and just care about the booking situation in the hotels and not about the satiscation of their customers.