Novotel Reviews 

I recently stayed in Novotel gare Montparnasse. During my 3 night stay , they did not clean my room at all. I complained and the management said shamelessly that have done the room . I had to bring a member of staff , as a witness, who provided new towels to my room . Very poor service and deserves only one star .

I've booked to go to Novotel Koln City through a third party provider. I've tried emailing the hotel directly on 4 separate occasions (I can't call as I'll be charged for it). I have received no replies. I need to confirm my booking and this level of customer service is disgusting.

Had a short stay here, lovely friendly and helpful staff and a great breakfast. Nothing was too much trouble for them, would stay there again.

Went with a group of 6 couples. It took us 55 minutes to check in! The reception staff were clueless, had to write my name down and even when there were 3 staff on reception, no help was given or concern shown for our wait. We never had an apology from the hotel.
The rooms are very basic and we were very disappointed with standards. For over £250 a night, I expect good towels, a clean bathroom and some biscuits, basic really. I have attached photos. The bathroom sink was dirty for the whole of our 2 night stay.
We never used the pool as this had to be booked for a 30 minute slot, I am on holiday and swim when I feel like, not at an anticipated time.
The one star if for the good breakfast.

If you value your money, your time, and your sanity, STAY AWAY FROM NOVOTEL AND ACCOR. Out of all the hotel chains in the world, Novotel is hands down the most disgraceful brand in Accor’s portfolio. Across multiple stays globally, my experience has been an absolute nightmare—with Novotel Mandalika as the sole, lonely exception. The rest? Complete garbage.

Accor promotes its "ALL Live Limitless" loyalty program as something premium, but the reality is pure deception. As an ALL Platinum Elite member, I get far more anger and frustration than actual recognition or benefits.

Look at how this group operates:

1. Novotel Brussels Off Grand Place (Belgium) – Pure scam and incompetence: They sell "Executive Rooms" that DO NOT EXIST. It is literally just a cheap Superior Room with a sofa and a Nespresso machine tossed in to inflate the price (check their own website definitions!). On top of that, it comes with an unwanted connecting door. Broken USB ports were reported multiple times and completely ignored. The keycard door lock died, requiring THREE separate complaints before anyone bothered to fix it. The check-in staff was shockingly rude and defensive, while the Philippine Duty Manager was completely useless. Platinum status? Zero verbal acknowledgment, no thank you, nothing. They shoved a welcome letter and a pathetic snack onto the front desk counter before the room was even ready.

2. Novotel Yogyakarta Malioboro (Indonesia) – Purely decorative loyalty: They proudly display a "Priority Check-In" desk for loyal members, but it is a complete joke. Zero Platinum recognition, zero room upgrade, and zero compensation for having no Executive Lounge. The only thing they managed to do was put a printed sign on a breakfast table. The entire hotel is plastered with promotional plaques bragging about ALL loyalty benefits, yet the actual execution is dead on arrival. Even when the Duty Manager intervened, the outcome was still pure garbage.

3. Pullman Tokyo Tamachi – Manipulative system & broken promises: This systemic rot extends even to their supposed "luxury" tier. Their booking engine artificially blacked out room availability—capping online reservations at a maximum of 3 nights. Yet, when I contacted Customer Service directly via email, rooms suddenly existed for a total 5-night stay! On top of this artificial blackout manipulation, the stay itself was a complete letdown: an advertised "King Bed" was just two cheap single mattresses pushed together, zero room upgrade was granted, early check-in was denied, and the Executive Lounge shut down well ahead of its published hours.

DO NOT WASTE YOUR MONEY ON ACCOR ALL. Their loyalty program is a gimmick, their booking systems are manipulative, their room descriptions are borderline fraudulent, and their treatment of high-tier members is disrespectful. Switch to hotel groups that actually value customer loyalty.

I paid in advance. I showed them the confirmation from booking.com, but they didn't care about it. They said that they had internal computer problems and I would have to preauth the whole amount of the room on my credit card or leave! The correct process was for them to contact booking.com to verify that I had paid, but they didn't do this for reasons they've never explained to me. I emailed a complaint to the head of reception and she sent me back an obviously AI-generated response that it was clear she hadn't read, because it was phrased as coming from the wrong department! When I complained to the General Manager about all this, he said that his staff had followed correct procedure and he was proud of them. Make of that what you will.

This hotel has limited wi fi, no air conditioning. Coolers that don’t work, and out of 2 lifts only 1 partly works. It’s run down hotel and it’s obvious no investment is being put in. Rats outside, the list goes on. Needless to say I won’t be returning.

We have changed our booking to two nights from the original five nights requested and cleared this with the concierge on arrival at the desk to avoid any further charges. We’ll have paid upfront for these two nights However the reasons for this are listed below

We are extremely disappointed with the service that we’ve been offered at the Novotel mainly because the pricing doesn’t match my member’s pricing as it is much higher, plus there has been a hidden charge of $100 deposit taken on top of the $599 for two nights, also the parking charge is excessively high…

The main reason for changing our stay is the $50 per night deposit charge that we were not informed of before arrival, meaning that currently a $100 deposit has actually cleared and left my account and this was not put on hold as promised. This is mainly because I’m paying by an international payment card and it may have been processed incorrectly.
Lastly the online booking via my Accor account was $72 less than that paid directly at the hotel for two nights.
The huge difference in the stated price has been increased unduly via hidden charges.
For example, if we stayed the five nights instead of the two, the original price stated of $1,150.00 by the hotel actually increased.
The issue is the charge upfront that we have never experienced, deposits for each night of $50 meaning the hotel wanted to take nearly $1,600 instead of the original price quoted.

Deposits based on each night’s stay are ridiculous as you usually pay for what you use on checking out of the hotel rather than upfront.
Finally I now have the inconvenience of waiting several days for the deposit funds to be returned to my international account which is disappointing. We feel slightly disappointed at the lack of transparency beforehand.
Ref: Novotel New Plymouth NZ

Positive

The hotel is in a very central and convenient location, and having parking right next to the hotel was a big advantage.

The room was clean, tidy and comfortable, although quite basic.

The small swimming pool was a lovely facility, and I also enjoyed having access to the steam room and sauna.

Negative

For £180 per night, however, I expected a much better overall experience.

Before arriving, I contacted the hotel three or four times to make a very simple amendment to my booking and remove my child from the reservation. I emailed, called, submitted a request through the app and spoke directly to members of staff. Despite all of this, when we arrived, the sofa had still been converted into two additional beds. It was frustrating that such a simple request was not actioned despite several attempts to communicate it.

The gym was very average. The equipment was limited and quite old, so I would not describe it as a particularly good fitness facility.

Breakfast was also disappointing. There was not much variety, particularly considering the price of the stay. If the room had cost around £50 per night, the overall standard might have been understandable, but at £180 per night I expected considerably more.

The room itself was clean but very basic. Soundproofing was poor — the walls seemed extremely thin, and we could hear other guests very clearly.

The lift was another frustrating experience. It requires a room card to operate, which is understandable, but sometimes it simply would not move or would stop unexpectedly. When several people were trying to use their cards at the same time, it became particularly confusing, and you had to work out how to get the lift moving again.

Overall, the hotel has a great location, convenient parking and pleasant leisure facilities, but the service, breakfast, gym, soundproofing and general standard did not justify the £180 price for me.

Lovely stay at Novotel Hotel at different locations throughout all of France,
The hotel staff were always helpful and friendly and highly professional.
Dogs allowed and I love it!

Thank you.

Novotel Macon Nord. Great for an overnight stop on way to South of France as 2mins from the notorway. Clean, modern hotel with pool and rooms spacious and clean.
However our room was very warm and the aircon, no matter what we did stayed firmly at 25 degrees. We ended up opening the window which obviously had the motorway noise. Stayed here many times

Perhaps one of the most expensive hotels in York.
Good points include (i) excellent organisation/support for an organisation's event including food and celebration cake. (ii) Very helpful on the reception desk when a booked Uber taxi failed to turn up. (iii) the swimming pool & sauna. (iv) Breakfast - extremely good.
Bad points include: ( i) the long wait -" your room is not ready yet". More housekeeping staff are needed. (ii) the price - it was a weekend stay. (iii) the absolutely useless UBER machine near reception to book a taxi for a vehicle that fails to turn up. (iv) the room was good, but I have seen better designed rooms - AND I wish they had traditional style coat hangers and not those rather awkward ones which are sometimes rather difficult to remove from their fixed position on the wardrobe rail. (v) no fixed phone in the room to contact reception - if needed. Smart mobile needed to scan a QR code etc.

Cannot recommend the restaurant.
I became violently ill and vomited after eating at the restaurant during a stay caused by travel disruptions. Despite raising this health concern with management, there was no investigation, accountability, or proper follow-up.
While front desk staff (Marc, Elias, Tomoya) and Mel were wonderful and professional, management's total lack of concern over a food safety issue was extremely disappointing. I strongly advise dining elsewhere.

Hotel of thieves!! Stayed in Novotel Paris Center Tour Eiffel, after checkout relized that forgot my sport pants and sweater which were very valuable to me! They stated that they could not find them though I mentioned the cupboard I left my clothes there!!! Dishonest, cheater staff!

We were arranged by the airline to stay at this hotel due to the flight delay. Upon arrival, the front‑desk staff had a very poor attitude and kept making us wait. We are already extremely short on time, yet we have been kept waiting for 50 minutes so far.

I arrived at Novotel Liverpool Centre with my 12-year-old daughter expecting a straightforward check-in. Instead, our booking was cancelled and we were left needing alternative accommodation—all because I politely pointed out a discrepancy in the hotel’s own breakfast information.

A sign inside the hotel stated that breakfast ended at 10:00 am, while the receptionist gave us a different time. When I mentioned what the sign said, rather than simply acknowledging the conflicting information, the receptionist became dismissive and argumentative.

When the Duty Manager was called over, I began recording the interaction on my phone. Throughout the conversation, including before the recording began, I remained calm and polite. I did not raise my voice, swear or behave aggressively.

What happened next was astonishing. Instead of taking control, resolving the misunderstanding and de-escalating such a minor issue, the Duty Manager displayed a complete lack of leadership. The receptionist told the manager to cancel our booking, and the manager simply agreed—leaving a father and his 12-year-old daughter without accommodation over a harmless disagreement about a breakfast sign.

I later raised the matter with the General Manager, Mathieu Batut, hoping that somebody in senior management would review what had happened objectively and recognise how badly it had been handled. Unfortunately, he supported the actions of his staff and accepted no responsibility.

That response is perhaps even more concerning than the original incident. If the receptionist, Duty Manager and General Manager can all look at these circumstances and conclude that the paying guest was at fault, it raises serious questions about whether any of them understand the most basic principles of hospitality. Staff working in hospitality should be capable of listening, calming a situation and finding a reasonable solution—not escalating a trivial misunderstanding and then closing ranks to defend it.

I asked at the time whether the hotel’s CCTV recorded audio and was told that it did not. My own video footage, however, allows people to see and hear part of the interaction for themselves, and it is available on YouTube.

This was never really about breakfast times. It was about how hotel staff chose to respond to a customer politely questioning conflicting information. A matter that could have been resolved in seconds was needlessly escalated until a paying guest and his child were refused accommodation.

In all my years of staying in hotels, I have never experienced such a complete failure of hospitality, judgment and leadership. Based on both the incident and management’s subsequent response, I could not recommend Novotel Liverpool Centre.

Novotel Cambridge air con non existent and given Emilia to complain to which comes back as non existent and can get no response from so called customer services.

I stayed at this hotel from 30 July to 2 August. While the staff were genuinely wonderful, friendly and accommodating, I feel the hotel itself would benefit significantly from an upgrade, facelift and/or refurbishment.

The room required some attention, particularly with dusting and the removal of cobwebs. Not a fan of spiders. The bathroom mat also needed replacing. That said, the housekeeping staff were absolutely fantastic, and the majority of the staff throughout the hotel were excellent and made us feel very welcome.

Unfortunately, I was disappointed with the food. I found the quality to be below expectations and, on one occasion, resorted to ordering chips, which were also disappointing. As a result, I chose to purchase food elsewhere during my stay. The drinks, however, were very good.

I have therefore given the hotel three stars. This rating is largely due to the fantastic staff, who were consistently helpful, professional and accommodating, despite the areas of the hotel and dining experience that need improvement.

Lastly, I would like to mention a young waiter who kindly brought breakfast to my room. I wanted to give him a tip to show my appreciation, but unfortunately I did not have any cash. I was surprised to find that the hotel was unable to process a tip using my credit card. It would be helpful if guests were given a convenient way to tip staff electronically, particularly when they have provided such thoughtful service.

Overall, the staff deserve recognition for their excellent service. However, I believe the hotel would benefit greatly from investment and refurbishment to bring the facilities and dining experience up to the standard that the staff are already delivering.

Booked a 1 night stay with breakfast and three nights parking. Became ill overnight and had to cancel our trip. Asked if the remaining two nights parking and breakfast could be refunded but was told no. Pretty poor customer service!

AVOID THIS HOTEL!
Hotel staff apply their personal opinions when they talk with non European people! They are rude and non polite and refuse to address which rules their opinions are based on! Totally not good experience to stay there. I have been guest in many other hotels across not only Europe but Asia and other places and never experienced such a bad experience. Unfortunately I’m not alone in this matter when I see they receive very poor reviews from other people not only here but on other platforms as well. Please do something for yourself and don’t waste your money and your time on Novotel hotels!