Came to stay at this hotel as part of package deal and this will be the one and only time i accept the hotel based on the package price. The location was fine and the tram runs frequently so isn't and issue to use as a base for exploring the city. However on checking we were told rooms wouldn't be ready until after 4 which was OK as this is the advised check in time and we were the ones that were early. Basically if we wanted a twin we could get in but if we wanted a double we had to wait. I understand that doubles are more popular so it wasn't a problem at first. I might add that when i first started dealing with the receptionist he presumed i wanted twin rooms, a) this is rude to presume, b) in such a liberal city i do not expect the service to become abrupt when two men ask for double, get with the 21st century please. So we decided to get a coffee for the cafe in the hotel lobby. Wish we hadn't bothered, tea was disgusting, ordered two croissants and was given one plate, even when i said they were for two people (shouldn't have to explain when my partner is stood next to me and we've ordered two drinks!! I was looked at as if i was being awkward! While eating i noticed other people were arriving after us and were receiving keys i did think i maybe because they were in twin rooms rather than doubles but after a while too many loved up couples passed me so sent the partner over who...came back with keys after being told the rooms were made available 10mins ago! Now this was at 2:20pm not gone four like i was told...bad service! Room was clean and tidy very comfortable and I stumbled across the only polite member of staff in the entire hotel the maid on floor 8! She was amazing and after the check in experience i could have hugged her. She looked after us for a our stay and she deserves a front desk job!!! On check out it didn't get much better. You see going back to check in a couple next to us were questioning the deposit (you have to put 70euros on a credit card or pay in cash, if using a debit card your money isn't reserved as such with a credit card it is taken there and then and they will only refund you in cash!!) Now i paid on debit so took the additional exchange rates on but that was my decision. So expecting my 70euros cash was told the money was never taken it was instead reserved....stark contrast to the conversation of the couple next to me on check in day!!! Any way unable to check my money hadn't been taken i had to leave without 70euros and trust this team of story tellers. Overall i will not return and found the staff awkward, happy to give varying stories to best keep the customer quiet and unhelpful.
Rooms at back of hotel are quieter
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Thank you for taking the time to review us on Tripadvisor.com. I am sorry to read that your experience did not meet your expectations; please allow me to express my sincerest apologies.
Your feedback gives us the opportunity to improve our service level. Therefore please rest assured that I will meet with the teams involved to inform them of your comments and make sure of preventing of happening again.
At this point it is difficult to investigate what went wrong upon your arrival at the hotel. In Amsterdam, as you write yourself, it is not uncommon for two gentleman to stay in the same room. Presumably it was the first time for the Front Office Associate to experience this and apparently he/she gave a surprised look. Nevertheless I would like to point out that whatever gender you prefer, it is fully accepted in our hotel.
While you waited for your room to be ready, you noticed that other guests did collect their room key even though they arrived later than you did. The only explanation I could think of is that this group was to be expected to arrive at a certain time and informed us about their estimated time of arrival. We always work with a queue when guests arrive early and when a room becomes available will be appointed to the first guest in line. Nevertheless, the Front Office should have informed you about this procedure in order to prevent you of feeling neglected.
I trust that with this writing I have taken away a part of your negative feeling. I hope that you will give us the opportunity to better serve you in the near future.
With kind regards,
NOVOTEL Amsterdam City
NL-1083 AD Amsterdam
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.