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“Brilliant”

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Novotel Singapore Clarke Quay
Ranked #74 of 308 Hotels in Singapore
Certificate of Excellence
London, United Kingdom
Level Contributor
134 reviews
36 hotel reviews
common_n_hotel_reviews_1bd8 116 helpful votes
“Brilliant”
Reviewed August 13, 2010

I stayed here last year on my way back to the UK. I am here again this year on my way back to the UK but have had my visit extended due to a DVT developing in my leg.Family have gone home so I am here alone.

I was here for 4 days before my leg began to cause me a problem.I was due to check out when I discovered hat I would be unable to fly.The hotel were fantastic,let me stay in my room evan though they were fully booked due to the Youth Olympic games.Unclear yet when I can fly but no pressure from the hotel.

Rooms are great.I am on the 24th floor so I get to use the premier lounge with all its amenities thrown in.
The pool is great too.

Free internet and 2 huge applemacs in the premier lounge

This hotel is in the centre of Singapore .I highly recommend a stay here.

  • Stayed August 2010, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Maree M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
NovotelSingapore, Manager at Novotel Singapore Clarke Quay, responded to this review, August 18, 2010
Dear maree1,

We very much appreciate your comments via TripAdvisor regarding your stay at Novotel Singapore Clarke Quay.

We will share your delightful hotel experience with our team and are sure that this feedback will serve as an encouragement and motivate all of our staff to go the extra mile as we strive to continuously improve the quality of our services and amenities.

The lobby and the premier lounge have altogether 7 Imac terminals free of charge for guests as well as Wi-fi available in public area. At the same time, we will continue to maintain the high speed bandwidth to ensure the convenience of all guests. Our strategic hotel location also offers guests to take advantage of only moments away from Clarke Quay with an array of bars, clubs and restaurants to choose from.

Thank you again for sharing your experience and we hope to see you next time you visit Singapore and our hotel again.

With kind regards,
Lionel Sim
Quality Service Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Manchester, United Kingdom
2 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed August 9, 2010

We had travelled over from the UK to Singapore, were tired and we were hoping the hotel staff would quickly sort us a room so we could change and go out for the evening.

Unfortunately, despite our booking saying to the contrary, they were insistent we had booked a twin room rather than a double room, and we were left to wait for 2 hours until we were eventually given a room for the night, an upgrade. I had to literally wait at the desk to force the issue as room service were taking ages to prepare a room.

In the morning we were still very unsatisfied with the service of the reception staff, so we spoke to a manager who was very helpful, listened to our concerns and gave us the upgrade for the remainder of our stay. After this we were able to relax in the hotel, the breakfasts were good and the location is excellent.

So if you stay at this hotel and have problems go straight to the manager as the reception staff all seem poorly trained and unable to cope in a busy environment.

  • Stayed July 2010, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank spchase
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
NovotelSingapore, Manager at Novotel Singapore Clarke Quay, responded to this review, August 9, 2010
Dear spchase,

We very much appreciate your comments via TripAdvisor regarding your stay at Novotel Singapore Clarke Quay.

We will take the opportunity to address with the Front Office on how they can better serve the guests as part of their ongoing training and development programs. We are delighted that our hotel location has served you well. Our strategic hotel location offers guests to take advantage of only moments away from Clarke Quay with an array of bars, clubs and restaurants to choose from.

Thank you again for sharing your experience and we hope to see you next time you visit Singapore and our hotel again.

With kind regards,
Lionel Sim
Quality Service Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Jakarta, Indonesia
Level Contributor
3 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed August 8, 2010

Stayed 2 nights...good location. Asked for an upgrade andin exchange for purchasing internet and breakfast up front (which I would have bought anyway) I was upgraded to a "premiere" floor room. Room was good. Shower got lukewarm at best. Breakfast buffet was mediocre and room service screwed up an order (and the food wasn't that good).

Overall nice, clean, comfortabel hotel.

  • Stayed July 2010, traveled solo
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank calgaryguy91
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
NovotelSingapore, Manager at Novotel Singapore Clarke Quay, responded to this review, August 10, 2010
Dear calgaryguy91,

We very much appreciate your comments via TripAdvisor regarding your stay at Novotel Singapore Clarke Quay.

We will take the opportunity to address with our F&B and room service crew on how they could better serve the guests as part of their ongoing training and development programs. However, we were delighted that you enjoyed our room amenities and we strive to provide the maximum comfort for all guests. Our strategic hotel location offers guests to take advantage of only moments away from Clarke Quay with an array of bars, clubs and restaurants to choose from.

Thank you again for sharing your experience and we hope to see you next time you visit Singapore and our hotel again.

With kind regards,
Lionel Sim
Quality Service Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Cleveland, Ohio
1 review
common_n_hotel_reviews_1bd8 4 helpful votes
Reviewed August 7, 2010

Booked a couple on nights here as a respite to break the return trip from England to Australia. Arrived early evening and the entertainment began. Guy in front of us was complaining that his booked king was in fact a couple of twins. After 20 minutes of playing on computer with our registration my wife asked "is there a problem?" The receptionist said "oh, no problem" and promptly disappeared into the back office. Five minutes later - PROBLEM. Room wasn't ready and wouldn't be until 1130PM. We settled in to the lounge for a 5 hour wait. During that time the main entertainment was two profanity laced encounters between Australian would-be guest couples and the very polite and completely non-responsive staff . They bullying didn't work and the Aussies disappeared into the sultry Singaporean night. Now appearing to be virtual saints in comparison my wife and I were elevated to the status of hero guests. We declined the offer of a free dinner (sensing more trouble in the completely empty large restaurant) but were supplied with complimentary soft drinks from the bar. We also enjoyed the free hi speed internet on nice large screen iMac PCs. The duty manager did come out and apologise - explaining flight delays and some sort of system problems were to blame. Anyway next day - as promised we were give an upgrade to a suite and a late check out. Unfortunately mid-evening the suite bathroom started to smell like sewage and the whole unit soon smelled. By that time we had given up and lived with it. Bottom line - a very unrestful experience and I would never consider staying there again. Although the staff were very lovely they simply cannot handle logistical problems. They probably overbook with Internet deals and consistently get themselves into trouble. Physically the place is definitely on the wane and is probably no longer a true 4 star. FORE WARNED IS FORE ARMED.......

  • Stayed August 2010, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank Maynman
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
NovotelSingapore, Manager at Novotel Singapore Clarke Quay, responded to this review, August 10, 2010
Dear Maynman,

We very much appreciate your comments via TripAdvisor regarding your stay at Novotel Singapore Clarke Quay.

We have taken the time to personally address these issues with Front Office for incurring a long waiting period for your rooms. We are delighted that you enjoyed our high speed Wi-Fi catered for the comfort and convenience of all our guests. We will also take this opportunity to address with the entire team on how they handle logistical affairs as part of their ongoing training and development programs.

Thank you again for sharing your experience and we hope to see you next time you visit Singapore and our hotel again.

With kind regards,
Lionel Sim
Quality Service Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
London, United Kingdom
2 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed August 6, 2010

From the moment the taxi dropped us off into the so called lobby, the experience was terrible. There was no concierge to be seen, the reception is not on the ground floor. we had to drag our suitcases into the lift ourselves.
Arriving at reception at 4pm we were told that our room wasnt ready. At 4pm this is horrendous! No apology was given by the receptionist and we were told to go sightseeing?! Sightseeing after a 16 hour flight?! We kicked up a fuss and were told the room would be ready in 30 mins. We also got informed that they had put us into a Twin room when we had requested a double, according to the receptionist, they were given incorrect details. I dont think so- we were on our honeymoon and that was clearly stated when booking!
We eventually got our room after a long wait with many fellow disgruntled customers. Again, no apology was given. The rooms are very shabby and are in need of a desperate upgrade and are not very clean either. My husband complained to the reception staff and we were offered a buffet lunch at the restaurant- absolutely terrible and that goes for the breakfast. The staff cannot cope with the demand of people staying and we ended up waiting 15 minutes for a table in the morning. Once you get to your table, it is dirty and there is no tea or coffee in sight. The swimming pool is also so dirty and shabby. This is not a 4 star hotel, it shouldnt even be 2 star!
I cannot stress highly enough how terrible this hotel is, I have never been subjected to such terrible organisation and poor management. It very nearly ruined our honeymoon and we could not wait to leave and that should never be the case when your on holiday.

  • Stayed July 2010, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Total5
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
NovotelSingapore, Manager at Novotel Singapore Clarke Quay, responded to this review, August 9, 2010
Dear Total5,

We very much appreciate your comments via TripAdvisor regarding your stay at Novotel Singapore Clarke Quay.

We understand your disappointment for our reception services and the condition of your room. We will take the opportunity to communicate with our team on how they can improve and serve our guests better. We sincerely apologize and we would certainly take your feedback on board as part of our continuous improvement process.

Thank you again for sharing your experience and we hope to see you next time you visit Singapore and our hotel again.

With kind regards,
Lionel Sim
Quality Service Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
BaWue
Level Contributor
3 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed August 4, 2010

My wife and I arrived at ~9am after a long-distance flight at the Novotel Clark Quay and the first thing that happened to us was that we were charged 100 SGD for "early check-in". This never happened to me in any other hotel all around the world - no matter when I arrived. A hotel management can decide to do so - however, this is definitely not the best way to canvass for customers.
The hotel itself appeared us to be good - but not perfect. Our room was nice, but also partly worn. Battered or broken parts - even if not technically functional - should be replaced in a good hotel. Nonetheless, the Novotel is a good option to stay in Singapore - particularly because of its great location next to Clark Quay and the great views on the city from the rooms... Another plus is the free internet access in the lobby area.

  • Stayed July 2010, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank ts80
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
NovotelSingapore, Manager at Novotel Singapore Clarke Quay, responded to this review, August 5, 2010
Dear BaWue,

We very much appreciate your comments via TripAdvisor regarding your stay at Novotel Singapore Clarke Quay.

We will take the opportunity to address with the team how they communicate early check in charges as part of their ongoing training and development programs.

We are delighted that our hotel location has served you well. Our strategic hotel location offers guests to take advantage of only moments away from Clarke Quay with an array of bars, clubs and restaurants to choose from.

You are correct as the lobby has 5 Imac terminals free of charge for house guests as well as Wi-fi available in public area. At the same time, we will still maintain the high speed bandwidth for the convenience of all guests.

Thank you again for sharing your experience and we hope to see you next time you visit Singapore and our hotel again.

With kind regards,
Lionel Sim
Quality Service Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Singapore, Singapore
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed August 3, 2010

We booked a room months back during the Accor 3 day sale and paid for it in full. It was clearly stated that the check in time was 2pm and when we arrive at 4pm, there was no rooms available. In fact, we were not the only ones who were experiencing this. There were many groups of people sitting at the lobby waiting for their rooms.

The receptionist was poorly trained in customer service. We had booked a King size bed on a non-smoking floor. This was a simple request which I believe hotels should be able to provide because we are paying for their service. However, the receptionist looked at me as a matter of factly and asked me to choose kind bed smoking or non-smoking twin beds. There was no apology or sorts for not being able to meet our request. It was a totally frustrating experience.

We spoke to the manager and she mentioned that she would freshened up the smoking room for us but it simply didn't cut it. The room, the sheets all reeked of smoke. We could even see burnt marks on the sheets and carpet.

We decided not to stay there anymore but the receptionist simply told us that she could not give us a refund.

It was most distressing. There was no offer of compensation for our terrible experience either even when we made it clear to the manager.

My advise is to pay a little more and head to Merchant Court Hotel just 5 min down the river. This is just not worth it.

Novotel is offering late check out to all guest whom they check in late - this just extends the problem to guests who will be arriving the next day!

  • Stayed July 2010, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank jztravels
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
NovotelSingapore, Manager at Novotel Singapore Clarke Quay, responded to this review, August 5, 2010
Dear jztravels,

We very much appreciate your comments via TripAdvisor regarding your stay at Novotel Singapore Clarke Quay.

We understand your disappointment for your long waiting period and the condition of your room. We would like to follow up a number of matters to clarify so we can take appropriate action to rectify. With this in mind, we would appreciate you to email H5993@accor.com with your details so we can better render assistance to you.

Thank you again for sharing your experience and we hope to see you next time you visit Singapore and our hotel again.

With kind regards,
Lionel Sim
Quality Service 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 Singapore Clarke Quay

Property: Novotel Singapore Clarke Quay
Address: 177A River Valley Road, Singapore 179031, Singapore
Phone Number:
Location: Singapore > Singapore > The Quays
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Children Activities (Kid / Family Friendly) Restaurant Room Service Suites Swimming Pool Wheelchair access
Hotel Style:
#43 Romantic Hotel in Singapore
#45 Business Hotel in Singapore
#46 Family Hotel in Singapore
#68 Luxury Hotel in Singapore
Price Range (Based on Average Rates): $$
Hotel Class:4 star — Novotel Singapore Clarke Quay 4*
Number of rooms: 403
Official Description (provided by the hotel):
Novotel Singapore Clarke Quay combines convenience and comfort in the center of town. This 4-star hotel is the perfect choice for your next business trip or holiday, and is located close to the famous shopping paradise of Orchard Road and the Suntec City Convention Center. Featuring 403 beautifully appointed rooms, plus a Premier Lounge, Novotel Singapore Clarke Quay offers great conference facilities, plus an outdoor swimming pool, a bar, and three restaurants serving local and international cuisine. ... more   less 
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Also Known As:
Novotel Singapore Clarke Quay Hotel Singapore
Novotel Clarke Quay Singapore
Singapore Novotel

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