A return visit to a hotel I stayed in soon after it opened was a disappointment. It began badly with an overlong wait at reception and an uninterested young woman who eventually assisted me. I had very deliberately booked one of their new generation rooms but was shoehorned instead into a disabled room, without being asked if this was acceptable. I'd only booked six months in advance, so I guess they were out of the other type of room.
The time I had wasted downstairs and the thought of the blank faced receptionist made it difficult for me to challenge/change this. I might have if I had also realised just how noisy front rooms are. This was the worst night's sleep I've had in London in the last year - and I spend a lot of time in the city.
The virtually empty mini bar suggested a hotel on the way down, not one relatively new, and being asked to pay £2.50 for a small bottle of still water (free in many Accor group hotels) just added to the sense that this wasn't a great place to stay. Breakfast was good.
They did offer me a free drink to make up for my disappointment, but since it was 8am and I'd just had breakfast this sounded more like a standard response than anything they really envisaged I'd accept.
Overall, this isn't a place I feel any desire to return to.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thank you very much for staying with us and I am very disappointed to read that your experience did not meet your expectations. Please accept my sincerest apologies.
Report response as inappropriate
I am very surprised to read your comments about our staff at the reception, as this is always being positively commented on. I can assure you that we will take the appropriate measure to address your concerns and prevent any re occurrence. We are training our staff daily on our service standards and behaviour and I will personally look into this matter.
All our rooms are the next generation Novotel bedrooms and do have the same standard. However we do offer rooms which are fitted accessible and I am sorry that you felt that it would have been difficult to change the room for you, due to your experience. All our team is 24/7 available to help our guests with any questions and queries.
Every Novotel in the UK offers the same services and this includes the charge of the items in the minibar.
I am very glad that you have enjoyed the breakfast and I would of course have expected a much more pro-active response and gesture from my colleagues.
I am very sorry that we were not able to convince you of our product and should you change your mind in the future, please contact me directly and I will personally look after your reservation.
Rooms Division Manager
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.