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Reviewed May 27, 2019 via mobile

Arrived and the front desk asked how many we booked for. Shouldn't they have known that when we made the reservation?

Inattentive and lack of staff at the buffet. Waited for a drink menu, waited for water, ended up getting up and serving ourselves by getting our own water bottle for the table. By this point we shouldve known to walk out.

Dinner plates from our entree weren't cleared. Plates everywhere stacked around on other tables too.

Food wasn't refreshed and spills all over the counter. The medium steak ordered was raw in the middle.

The drinks came almost as we had finished our main.

Then a staff member went around all the tables asking peoples surname. Not sure what that was about. We think perhaps some people walked out, without paying.

All in all, everything was really bad. They need more trained staff. They all seemed to be milling around at the conference.

People were waiting for the custard to go with the peach cobbler. Seemed the person cooking the steak had to organise the desserts too.

Even if the food was a bit average, we could've let the service go, but for both of it to be bad is highly disappointing for a table of 6.

Date of stay: May 2019
Trip type: Traveled with family
Thank Gosford82
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
Edward J, General Manager at Novotel Rotorua Lakeside, responded to this reviewResponded June 10, 2019

Dear Gosford82,
Thank you for taking the time to review our property.
However, I was very disappointed to read about your experience in the restaurant. Please accept my sincere apologies. I have already shared your comments with our restaurant manager to look into all the areas we could have done better. Please rest assured that we are taking the appropriate measures to address the problem and prevent future occurrence.
We appreciate you sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed May 20, 2019

A modern looking building in a convenient lakeside location. It is also across from “eat street” with a choice of bars and restaurants to cater for all tastes.
I had a high floor lake view and had a very agreeable stay. I was going to bring the smell to the attention of the staff as I thought there was problem with the drains! Of course, it is the naturally occurring sulphur odour common in these parts.
The bar got very busy in the early evening, but I always managed to get a seat. The restaurant only seem to serve a buffet which looked good value but didn’t suit my requirements so ate out or in the bar. Waiting, reception and room service members were all exceedingly friendly.

Date of stay: May 2019
3  Thank hazban
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
Edward J, General Manager at Novotel Rotorua Lakeside, responded to this reviewResponded May 23, 2019

Dear hazban,
Thank you for your lovely review of our hotel. We were pleased to see you enjoyed your stay here with us, especially our wonderful location! Hope the sulphur smell didn't put you off too much.
We look forward to welcome you back to stay again on your next visit to Rotorua.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed May 16, 2019

Stayed here for one night on our road trip from North Island to South Island and was very pleasantly surprised to find this hotel much less corporate than I had expected despite belonging to a large chain. Staff were helpful & welcoming throughout. Room was spacious and the breakfast buffet excellent. What more could you ask for.

Date of stay: November 2018
  • Trip type: Traveled as a couple
    • Location
    • Sleep Quality
    • Service
1  Thank DiscerningTourist
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
Edward J, General Manager at Novotel Rotorua Lakeside, responded to this reviewResponded May 23, 2019

Dear DiscerningTourist,
Thank you for your lovely review. We are glad to hear you enjoyed your visit to our hotel. It is always great to hear when we've exceeded a guest's expectations!
We look forward to having you stay with us again.

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Reviewed May 15, 2019

There was rubbish under the beds (coke cans etc) which I discovered because I dropped my keys. The reception was poorly staffed at times. There was no spa or sauna though it was advertised. Menu was smorgasbord with no a la carte so we shoes room service.

Date of stay: May 2019
  • Trip type: Traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Accorhotels.com
1  Thank markmilroy
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
Edward J, General Manager at Novotel Rotorua Lakeside, responded to this reviewResponded May 23, 2019

Dear markmilroy,
Thank you for taking the time to give us feedback on your recent stay with us.
I am so sorry to hear your comments about the rubbish! I have spoken to the housekeeping manager and she has taken the appropriate action to ensure staff are cleaning and checking behind and under furniture. We are in the process of improving our spa facilities and I do apologies for it not being ready while you were here. Sorry for the inconvenience it caused you.
We appreciate you sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future.

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Reviewed May 12, 2019

From booking in until departure we could not fault the service we received.
Courteous staff and a lovely clean room.
Well done to all involved.
We also had excellent parking and advice on where to go for an evning meal.

Date of stay: May 2019
  • Trip type: Traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Accorhotels.com
2  Thank PKandSM
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
Edward J, General Manager at Novotel Rotorua Lakeside, responded to this reviewResponded May 23, 2019

Dear Seaside27081439956,
Thank you for your wonderful review! So glad to see that you enjoyed your stay with us and found the staff and facilities to your liking. I will make sure to share your feedback with the team as they work hard to deliver a high quality guest experience.
We look forward to welcome you back next time you are in Rotorua.

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