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“New hotel, customer service poor!” 3 of 5 bubbles
Review of Novotel Auckland Airport

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Novotel Auckland Airport
Ranked #1 of 23 Hotels in Mangere
Certificate of Excellence
GreenLeadersSilver level
Wellington, Wellington, New Zealand
Level Contributor
38 reviews
35 hotel reviews
common_n_hotel_reviews_1bd8 18 helpful votes
“New hotel, customer service poor!”
3 of 5 bubbles Reviewed February 22, 2013

Stayed here for work, new hotel with standard room layout. Had issues with checkin due to being wait listed for accommodation. Hotel did not deal with this in a professional and timely manor, explained situation, staff did not listen and kept on going out the back to talk to their manager. Was called the next day after check out to advise I did not check in last night... Overall not a very good experience..... Only had to stay here as auckland CBD was booked out. No mini bar fridge and no reason as to why there isn't one.

  • Stayed February 2013, traveled on business
    • 3 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 3 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 3 of 5 bubbles
      Service
Helpful?
Thank Andrew C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
FOMNovotelAKLAirport, Front Office Manager at Novotel Auckland Airport, responded to this review, February 24, 2013
Kia Ora Andrew C,
Many thanks for taking time to post your review,
I am sorry to read that your recent experience did not meet your expectations fully.
This is not in-line with our usually high standards, as reported on here. I have sent you a private message in order for me to investigate further and take necessary steps to prevent future occurrence.
We look forward to welcoming you back,
Warm regards,
Mathieu Le Besq
Rooms Division Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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4,051 reviews from our community

Traveler rating
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Rating summary
  • Location
    5 of 5 bubbles
  • Sleep Quality
    4.5 of 5 bubbles
  • Rooms
    4.5 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    5 of 5 bubbles
Traveler tips help you choose the right room.   Room tips (527)
Date | Rating
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English first
Philadelphia
Level Contributor
184 reviews
57 hotel reviews
common_n_hotel_reviews_1bd8 173 helpful votes
4 of 5 bubbles Reviewed February 22, 2013

My wife and I stayed two nights at the Novatel Auckland Airport, although the two nights were separated by a week. We drove into the hotel area by rental car, and wanted to keep our rental car for the evening. That was a bit tricky, because the hotel has no parking of its own, only a place in front to drop off or pick up guests. We drove around a couple of times looking for parking, before we gave up and parked in the paid lot in back of the hotel. Once we got inside, the staff told us there was no parking, but offered a discount on the cost of parking. We ended up paying about NZ$10 for parking for several hours, before turning in the rental car. Hotel is very modern and relatively new. We got the executive special room with breakfast and Internet access included – this cost in the mid NZ$200’s. Room is very modern and nice – my only complaint was trying to figure out how to work all the buttons and switches, and figure out which switch or button controlled what function. Lighting is a bit screwy, and it is difficult to figure out which light you are turning on or off, or prevent light from bathroom from flooding into the bedroom area because of translucent walls in toilet, bathroom and shower areas. There was also a privacy switch, which I think is supposed to change the translucent quality of the bathroom glass, but I tried in both rooms to flip the switch and see what happened, and other than a loud click, I could not perceive any difference in lighting or glass light transference. There was a small fridge in the room, but it did not appear to be working, and we could not figure out if there was a way to turn it on, or it was just broken. Thermostat controls are a bit difficult to read, but we figured that out. We received complimentary bottled water in the room in our first visit, but no complimentary water on our second. Reception desk had no idea why, but they also did not know whether the complimentary water was supposed to be there or not. NFC cards to use the elevator and enter the room worked ok – you just had to figure out that you hold them a slight bit away from the reader, rather than touch the reader (in the latter case, they did not work). Breakfast in the morning was very good, with a large buffet selection of breads, hot foods, cereals, fruits, yogurt and very good coffee machine. On the second stay, we also had dinner at the restaurant, and it was very good. Price of dinner was about NZ$35 per person, which was quite reasonable given the quality of the food. Service ranged from very friendly to efficient, but in all cases quite professional. Because of the good food, and proximity to the airport, we would definitely be willing to stay at the Novatel again. Particularly since I have now figured out most of the electronic gizmos and light switches.

  • Stayed February 2013, traveled as a couple
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
Thank AshesToProveIt
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
FOMNovotelAKLAirport, Front Office Manager at Novotel Auckland Airport, responded to this review, February 24, 2013
Dear AshesToProveIt
Kia ora & Thank You for such a lovely & detailed review!
I am currently working with a contractor in order to label all switches in the bedroom as we previously highlighted that this was a challenge! Whilst I do not currently have a completion date, this is definitely due to happen in the next few months.
I am delighted to read you have enjoyed your meals & will be sharing your comments with the Restaurant team!
We look forward to welcoming you back again!
Warm regards,
Mathieu Le Besq
Rooms Division Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
San Francisco, California, USA
1 review
5 of 5 bubbles Reviewed February 21, 2013

I checked in at 6am for their day rate, until my flight at 4:30pm. The front desk reception was efficient and friendly. The rooms are great for layovers with good beds and soft sheets and a duvet. The bathroom was really great, with the most wonderful shower, no tub, which was really fine with me. The room was quiet. The restaurant has a wonderful buffet breakfast for 27-32euros depending on whether you want hot or cold. You get 30 minutes of free wifi in the lobby or restaurant area, otherwise you pay for it in the room. The location can not be beat, as it is directly across from the International arrival/departure terminal, so you just walk

  • Stayed February 2013, traveled solo
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
Thank lharlan
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
FOMNovotelAKLAirport, Front Office Manager at Novotel Auckland Airport, responded to this review, February 24, 2013
Dear lharlan,
Many thanks for your lovely review,
Delighted to read that you have enjoyed your stay with us - great that you took advantage of our DayUse rooms!
We look forward to welcoming you back,
Warm regards,
Mathieu Le Besq
Rooms Division Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
2035
Level Contributor
104 reviews
42 hotel reviews
common_n_hotel_reviews_1bd8 43 helpful votes
4 of 5 bubbles Reviewed February 21, 2013

Our family stayed here - overnight - to catch an early flight out of Auckland.
The location of the hotel was perfect. Just a short walk to check-in counters.
Room was comfortable & clean. Didn't have the time to try any other amenities but the stay suited our purpose.

  • Stayed December 2012, traveled with family
    • 3 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Sleep Quality
    • 3 of 5 bubbles
      Rooms
    • 3 of 5 bubbles
      Cleanliness
    • 3 of 5 bubbles
      Service
Helpful?
Thank tara1709
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
FOMNovotelAKLAirport, Front Office Manager at Novotel Auckland Airport, responded to this review, February 24, 2013
Kia ora tara1709
Many thanks for your review!
Great to read your family stayed with us & that you have had an enjoyable experience!
We look forward to welcoming you back,
Warm regards,
Mathieu Le Besq
Rooms Division Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Canberra, Australia
Level Contributor
17 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
5 of 5 bubbles Reviewed February 20, 2013

Family of 5 landed in Auckland at 1159 pm. To our surprise and anticipation of fetching a cab to the hotel, it was literally right out the airport door! Very nice hotel, new and clean. Would recommend staying here.

Room Tip: We got adjoining rooms and they worked great.
See more room tips
  • Stayed February 2013, traveled with family
    • 4 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
Thank Heidi P
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
FOMNovotelAKLAirport, Front Office Manager at Novotel Auckland Airport, responded to this review, February 21, 2013
Dear Heidi P
Many thanks for your lovely review - delighted to read you have enjoyed our proximity to the terminal! Indeed - a quick walk away form Auckland International Airport!
We look forward to welcoming you back,
Warm regards,
Mathieu Le Besq
Rooms Division Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Melbourne, Australia
2 reviews
5 of 5 bubbles Reviewed February 20, 2013

We were very impressed with the Hotel, it was comfortable, quiet, very clean and tidy and the staff were very helpful. If we needed to stay close to the airport again, we would definitely use the Novotel.

  • Stayed February 2013, traveled as a couple
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
Thank Donn and Jen V
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
FOMNovotelAKLAirport, Front Office Manager at Novotel Auckland Airport, responded to this review, February 21, 2013
Dead donnjennz
Many thanks for choosing our Hotel & taking time to post your review online!
I am delighted to read that you have enjoyed your recent stay with us!
We look forward to welcoming you back again soon!
Warm regards,
Mathieu Le Besq
Rooms Division Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Novotel Auckland Airport

Property: Novotel Auckland Airport
Address: Ray Emery Drive | Auckland International Airport, Mangere 2022, New Zealand
Phone Number:
Location: New Zealand > North Island > Auckland Region > Mangere
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Restaurant Room Service Suites Wheelchair access
Hotel Style:
#1 Family Hotel in Mangere
#1 Green Hotel in Mangere
#1 Romantic Hotel in Mangere
#1 Luxury Hotel in Mangere
#1 Business Hotel in Mangere
Price Range (Based on Average Rates): $$
Hotel Class:4.5 star — Novotel Auckland Airport 4.5*
Number of rooms: 263
Official Description (provided by the hotel):
Conveniently located beside Auckland International Terminal and 30 minutes to the city centre, Novotel Auckland Airport provides the perfect accommodation solution for guests travelling in and out of New Zealand. Combining the beauty of natural landscapes with cutting edge architectural design, this hotel features 263 elegant rooms and suites, theatre-style conference centre, 10 meeting rooms, a restaurant and bar plus a fully equipped gym. Parking available at airport, fee applies. ... more   less 
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Also Known As:
Novotel Auckland Airport Hotel Mangere
Novotel Auckland Airport Mangere

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