The property at the Novotel is in a great location, high on a hill, with a great view and lovely pools. But it's a bit out of the way. The hotel does everything possible to help ease the way by offering a 24 hr shuttle to you room (so you don't always have to walk up the hill to it) and down to the bottom of the hill where you can walk to Patong Beach (which is right below the hotel) and the town itself but it is located at the end of the stretch. The staff is friendly but I had a few issues. The food was very mediocre and sometimes bordering on bad. I ate at the Old Fisherman restaurant which has a wonderful view but the food was no better than C rated restaurant - don't waste your money - I ordered the Phuket Lobster and it was basically 2 bites and that was it. The condiments that came with it included sour cream and all the fixings for a baked potato but the sour cream had gone bad - I tried to explain to the wait staff and they didn't understand that I wasn't say it was bad but it went bad - I wanted the chef to know not to serve it to others as it could make them sick. When I told the front desk, they had me feel out a comment card - and said they would give it to the manager right away and that he was on the premises somewhere though they couldn't find him. I was there another few days and you'd think he would have tried to contact me but no, he did not. I also let them know I am a writer and have a blog on traveling (www.oursideoftown.wordpress.com) so you'd think he'd want to apologize but again, he never contacted me - bad management. Another small issue is I tried to have them call and make reservations for me at some of the local restaurants at the front desk (as they have a tour desk but no consierge per se) and then found on my bill, charges for local calls. Since I had not made any local calls on my room phone, I questioned it and was told the hotel charges for phone calls even if they make them. It wasn't much money but it was the principle of the thing - and it left a bad taste in my mouth - When I complained, the front desk felt embarrassed but said it was hotel policy and then once again tried to find the manager, she could not. It seems they need to re-evaluate who is managing this hotel. People come to Patong for rest and relaxation, they want to be pampered. You expect better from a Novotel. On the good side, I had a room that faced a beautiful view with a nice balcony and the rooms were pretty sound proof albeit small.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dear Rona E
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Thank you for sharing your experience after your stay at Novotel Phuket Resort.
I feel embarrassed by your comment as none of the Management team, included me, contacted you back in response of the concerns you expressed while staying with us.
Please accept our most sincere apologies for the discomfort felt.
To be very honest with you, this comment card never passed in my hands and it makes me quite frustrated.
This is actually not an excuse as it shows instead a failure in the communication process. And I can guarantee you we already are working on it.
However, you must be sure the team and I don't want our guests to leave unhappy.
Blogger or not doesn't make any difference for us while striving to provide the best customer service, though we all know the importance of "word of mouth"
We appreciate you shared your experience again as it give me the chance this time to address your concerns.
We have noted your observation with regards to the quality/quantity of the food offer at Old Fisherman so as the hotel policy about booking phone calls and would like to thank you for theses constructive feedbacks.
The Chef has been informed accordingly and local calls policy may be revised.
Eventually, you should know our International hotel's Management team has been recently completed by the arrival of our new General Manager.
Hoping this answer finds you well, feel free to contact me anytime at email@example.com should you want to discuss more.
Kind regards and our best wishes for 2014.
Room Division Manager
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.