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“Loved our stay here!”

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Novotel Citygate Hong Kong
Ranked #56 of 723 Hotels in Hong Kong
Certificate of Excellence
Reviewed June 26, 2013

Was looking for an alternative to Disneyland Hotel since shopping was also part of our itinerary. Came across this hotel via Accor. Stayed in the executive premier room and it was worth it! Room was larger than the hotel rooms downtown. It's really a nice hotel - convenient location, helpful staff and clean room. My 2yo kid enjoyed walking and playing in the parks/playground around the hotel. Dining never a problem since there were lots of options in the outlet mall. Disneyland, downtown, airport are all minutes away. So convenient! Service is great - my daughter was sick when we arrived that on our first night, she threw up on the bed. That must be around 1am. Within a couple of minutes, room service arrived to change our beddings. Fast, right? Will definitely stay again in this hotel. Highly recommended!

  • Stayed: November 2012, traveled with family
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Thank Len D
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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1,949 - 1,955 of 4,069 reviews

Reviewed June 26, 2013

I've been to HK 4 times and this is the first time staying here. It is the best among all the hotels I've stayed in. It is located on Lantau Island very close to the airport. The free shuttle leaves every 15 minutes from the airport Bus Bay 29 and only takes about 5 minutes.

Situated at Tung Chung just above the Citygate outlets, there is a host of restaurants and shopping literally at your doorstep. If you wish to go to HK Island or Kowloon, the MTR brings you there in just half an hour.

The room itself is spacious and very clean for HK standards. We were upgraded to premier suite at 20th floor and had a fantastic waterfront view of the hills with the cable cars. Although the room was facing the busy highway, the sound proofing made the room quiet and peaceful. On the 21st floor, there is a premier lounge with good views too.

There are about 30 TV channels with a very good variety so we were quite spoilt for choice. We did not try the breakfast or buffets at the restaurant below but would definitely do so the next trip.

I used the swimming pool and gym on the 3rd floor. Very nice and doesn't get too crowded even on weekends.

Some improvements would be nice: Wifi is not free in the room! As others mentioned, you have to go down to the lobby and use the free 20 minutes. Charging guests for use in the room? Surely the hotel can be more generous with it? There is also no appliance to boil water and we didn't try the coffee making machine. The hairdryer is hidden in a drawer with the tissue paper in the bathroom so one might take a while to locate it. The pillows are also too soft! I had to use two pillows for good support.

Overall, still a very good hotel to stay in and I'd probably do so again in the next trip.

Room Tip: High floor is the way to go
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  • Stayed: June 2013, traveled as a couple
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1  Thank ALim76
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed June 25, 2013 via mobile

A nice hotel with modern, clean room but unfortunately provided service worse than budget hotel!
We booked 3 rooms for 2 nights, first night being complimentary from Accor Advantage Plus, second night was paid rooms. One week before arrival, we received 2 email offering "special" price to upgrade to premier room, both email was sent on the same day, strangely one offering top up HKD550/night and the other top up HKD600/night.
When we arrived at the hotel, we requested for connecting rooms, fair enough...we did not get the connection rooms on first night but would like to have one on the second night. The front office lady told us, she can give us connecting rooms only if we top up HKD270/night for superior room or to move room after 9PM in the second night; she cannot help us further since we are booking the rooms under complimentary. I am not sure if this is the common trick used by novotel citygate to extort money from what supposed to be complimentary room. After arguments, the front office lady promised a connecting room on the second night. Whole check in process took about 1 hour.
On the following morning, we returned the room key to front office and we told them that we were going to collect the connecting room key at night since the connecting room may not be ready yet. When we came back at night to hotel to collect the key, the front office lady (same shift as the night before) was clueless about the connecting room keys. When we explained to her the whole situation, she mentioned that our supposed connecting room was no longer available and will give us another room. Lo and behold... She gave us the room that we returned the key in the morning!!! Also, by that time, my kids which occupied the other rooms came back down telling me that they cannot open their room, apparently they considered us have been checked out after first complimentary night. I saw the front office lady that served us during check in at the next counter pretending to hear nothing, I have to raise my voice and called by her name to settle our issues. There were quite a number of people waiting for check in that hearing the whole ordeal, thus reluctantly she came to serve us. Voila, we got the upgraded to superior connecting rooms with no mentioning of extra $$$! Superior room is exactly the same as standard room only at higher floor. Whole ordeal including repacking our luggage for 3 rooms took 2+ hours. By that time, most shops at citygate has been closed (830PM). Thus, I would not recommend anybody with complimentary night to book this hotel since they will not serve you as paid customer!
I have feedback this issue to Joe (night duty manager) and Eugene (morning front office), I do hope they did the necessary actions to retrain the front office personnels. It is a pity for such a nice hotel to not have service personnels to match it.

  • Stayed: June 2013
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2  Thank L1ghth0use
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
NovotelCitygate, General Manager at Novotel Citygate Hong Kong, responded to this reviewResponded June 26, 2013

Dear Advantage Plus Member,

Thank you for sharing your feedback regarding your recent stay. I am pleased to learn that you regarded the hotel as nice, with modern and clean rooms.

I am however extremely disappointed to learn of your poor experience with the Front Office team and the way in which your request for an interconnecting room was mishandled. Please accept my sincere apologies on behalf of the team for their poor communication and follow through for this request.

I would like to take this opportunity to also assure you that Novotel Citygate is very appreciative of any Advantage Plus member or Le Club member that would like to redeem complimentary nights or stay and use the hotel and we value your patronage and trust in the Novotel and Accor brand.

I certainly hope that you give us the opportunity to welcome you and your family back in the future and that this event does not mar your overall experience.

I would be delighted to assist your future reservations and hope on your next stay in Hong Kong you choose Novotel Citygate.


Kind regards,

Nicholas Cullum
General Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed June 25, 2013

  • Stayed: June 2013, traveled with family
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Review collected in partnership with Accorhotels.com
Thank TohFamily
This review is the subjective opinion of an individual traveler and not of TripAdvisor LLC nor of its partners.
Reviewed June 25, 2013

  • Stayed: June 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Accorhotels.com
Thank Sunnytan30
This review is the subjective opinion of an individual traveler and not of TripAdvisor LLC nor of its partners.
Reviewed June 24, 2013

We frequently stopover in Hong Kong to break the trip from Australia to Europe and this hotel offers a comfortable and seamless experience. There is a frequent free shuttle from the airport which whisks you to the hotel in about 10 minutes.
We enjoy this location away from the pandemonium of downtown which, nevertheless, is only a comfortable 20 minute metro journey away. Lantau island has its own appeal, particularly the various walking trails. The hotel is right in a decent outlet mall with a number of dining options. We always stay on one of the executive floors which provide the usual benefits of breakfast, coffee and drinks in the lounge bar on level 21. Service is always friendly, consistent and efficient.
We will doubtless continue to use the Novotel on future visits to Hong Kong.

Room Tip: Recommend the Executive Floors which offer good value for money
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  • Stayed: June 2013, traveled with family
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Thank binliner
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed June 24, 2013

Great, clean hotel, friendly staff, especially Eugene at the desk! The hotel is in a prime position, close to the airport and conveniently, below a shopping mall! We would certainly recommend this hotel, as its staff are extremely helpful, it's impeccably clean with large rooms and is in a most convenient location! Definitely give it a go!

  • Stayed: June 2013
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Thank Lulushunyulinlila
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Novotel Citygate Hong Kong

Address: No.51 Man Tung Road, Tung Chung, Hong Kong, China
Phone Number:
Location: China > Hong Kong > Airport , Lantau Island
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Restaurant Room Service Shuttle Bus service Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#37 Business Hotel in Hong Kong
#39 Family Hotel in Hong Kong
#40 Romantic Hotel in Hong Kong
#52 Luxury Hotel in Hong Kong
Price Range: $113 - $295 (Based on Average Rates for a Standard Room)
Hotel Class:4 star — Novotel Citygate Hong Kong 4*
Number of rooms: 440
Official Description (provided by the hotel):
The only airport hotel in Hong Kong with city convenience, Novotel Hong Kong Citygate is just 5 minutes from Hong Kong International Airport and AsiaWorld-Expo. With direct access to MTR, it takes only 30 minutes to the city centre and Hong Kong Disneyland is 2 stops away. Enjoy spectacular views from the Ngong Ping Cable Car and discover bargain shopping at Citygate Outlets, both are at the doorstep. Features meeting facilities, two restaurants, a bar, a 24-hour gym and swimming pool. ... more   less 
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Also Known As:
Novotel Citygate Hong Kong Hotel Hong Kong
Accor Hong Kong
Novotel Hong Kong Airport
Hong Kong Novotel

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