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Reviewed August 3, 2019 via mobile

We stayed here during the school holidays and they were very busy.
But.... the check-in was terrible. We arrived at 1.15pm and our room wasn’t ready, which was fine as check-in is from 2pm. We came back at about 2.30pm and had to wait over half an hour in the queue. We were then told the room still wasn’t ready and they said it wouldn’t be ready until 4pm. After complaining about this, they managed to find us another room on the spot.
The room itself was fine with a nice view over the lake, but they didn’t give us 4 towels (for 4 guests) the whole time we were there which was annoying.
The Buffet breakfast wasn’t great, with not a great selection, dirty dishes over all of the tables not being cleared etc. None of the staff cared.
Check-out was difficult - they have an express check-out box but it is on the back of a wall you can’t see from the elevators so we waited in the queue for a while before seeing it.

On the positive side, it was in a great location just across the road from Eat Street and had plenty of parking.
I’m not sure we would stay here again....

Date of stay: July 2019
Trip type: Traveled with family
Thank nzajt
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 August 7, 2019

Dear nzajt,
Thank you for taking the time to comment on your stay with us. Happy to see you enjoyed our great location and also the free parking. However, I am sorry to hear about your check in experience and also the service from our staff in the restaurant. At Novotel, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us.
Rest assured corrective action will be taken and I will personally look into this and I will share it with my team so that we can constantly improve.
Please get in touch with me when you plan your next visit so that we can take good care of you.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed August 3, 2019

My husband and I stayed here, and were given a free upgrade on our room ! Thankyou Novotel !
We had a room with Lake Views . The bed was super comfortable with a nice soft mattress topper and the towels were big spa sized ones and were good quality .
The room was kept well clean and when I asked for extra towels, they were brought within 10 minutes .
The TV was big and had clear reception for a Hotel .
The Hotel is nicely located to town , and is across the road from "Eat Street " .
The staff at Novotel were very friendly and professional .
The pool area was well looked after with plenty of towels for use at the pool .
The breakfast was nice and well set out with plenty of variety . The only problem was the food was not overly warm in the cooked buffet area .
The lobby had a nice ambience in the late afternoon /evening as they had tea light candles set up and it was nice and cosy , especially as we were there in the middle of Winter !
It was a great stay ! Thankyou again Novotel for the upgrade ! You are the best !

Room tip: ask for a room away from the lifts .
Date of stay: July 2019
  • Trip type: Traveled as a couple
    • Location
    • Cleanliness
    • Service
Thank Minnie33
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 August 7, 2019

Dear Minnie33,
Thank you so much for your 5 star review and for recommending us to other travellers! It was awesome to read all your positive comments.
Come back to visit us again soon!

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Reviewed August 2, 2019 via mobile

We stayed at the hotel for a night. Nothing to rave about. Check in was expected and room was looking tired. Carpets were showing her age and dirty.
Only amazing experience was watching the sunrise from the front of the hotel where the lake is.
Breakfast quality was so average. It was blend and tasteless.
Give this hotel a miss and I am sure there is something better in Rotorua for the same price.

Date of stay: August 2019
Trip type: Traveled on business
2  Thank Fasted09
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 August 7, 2019

Dear Fasted09,
Thank you for taking the time to comment on your stay with us. Glad to see you enjoyed the view! I do, however, apologies for your breakfast experience and also the room not meeting your expectations. Please rest assured that we are taking the appropriate measures to address these problems 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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Reviewed July 31, 2019

The location is just great. The service was outstanding and I got upgraded to Lakeview room. Karera at the front desk was very helpful with a smile, I would highly recommend her and will come back again. Thanks

Date of stay: July 2019
  • Trip type: Traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Accorhotels.com
Thank Vijay R
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 August 7, 2019

Dear Vijay R,
Thank you for the awesome 5 star review of our hotel! We are glad that you enjoyed your stay and hope to see you again very soon.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed July 31, 2019 via mobile

Very disappointing visit to the Novotel. Met friend for a pre dinner drink although the Bar Staff were very polite they couldn’t even make a cocktail. Had no idea what an Old Fashioned was or even a basic Collins.
We had a beer and wine instead.
Suggest the folks that sit in the offices get some training done.

Date of stay: July 2019
Thank StephenF157
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 August 7, 2019

Dear StephenF157,
Thank you for taking the time to review our property. I was really disappointed to read about your experience in the bar. Please accept my sincere apologies. Rest assured corrective action will be taken to ensure incidents like these do not occur again to any of our loyal guests.
Please get in touch with me when you plan your next visit so that we can take good care of you.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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