Novotel

Complaints

Dear Manager, My cousin Aliaa Issa booked three rooms at your hotel from Friday to Sunday and we are still waiting to be checked in. We waited in line for over an hour and are now sitting in the level 1 restaurant still waiting. We have 12 people waiting to enter their rooms and this service is simply unacceptable. You are understaffed and now have two poor staff members working alone dealing with an additional 20 people waiting to be checked in waiting in line. Given we have not even had access to our rooms yet we demand the following by way of compensation. 1. Free parking for the entirety of our stays 2. Free breakfast. 3. Free drinks ( non alcoholic) at the restaurant. This is the first time I have had such a terrible experience here and I have booked her so many time with my own family. You are welcome to check your records to see. I am so embarrassed that I encouraged my cousin to book this hotel on my recommendation given the poor quality service we have received. We will not be booking here in future. Fatima Benel Principal Lawyer FB Legal 8 Parramatta Square Level 49/10 Darcy Street Parramatta NSW 2150 0424 302 307 www.fblegal.com.au fatimabenel@gmail.com

For two consecutive days the houskeeping service at Novotel , Bell street Preston, informed the management that the guests ( about 50 rooms taken by Lions International delegates) were not cleaned as there was a 'Do not Disturb'sign. To come back to the room day after day and find that it hasn't been cleaned , towels not replaced or the complimentary tea and coffee not replenished was most disgusting for all of us who have been frequent travellers from India and never before experienced such atrocious service! Need someone from Accor to attend to this issue immediately. M Gopal Subrahmanyam Room 516 24-06-2024

Dear Sir, Madam I wish to complain about a holiday I recently purchased through your company. Booking number : IG1122479MT Kata Avista Novatel Phuket(18/5/2024 -28/5/2024) Mr Alan Hopper & Mrs Bettina Hopper I have just completed 2 1/2 years of cancer treatment along with 4 surgeries, and side effects beyond what one can imagine and I booked a holiday to celebrate both my 50th birthday & the end of active treatment. It was the worst holiday I have ever had as it was a building zone complete with jack hammers, angle grinders and all the noise associated with building/construction. I complained on Monday the 20th of May and they (Tina - receptionist) offered to move us to another room farther away from the noise, which we accepted only to find that on the Wednesday, only 2 rooms away they then started construction there also!!! By Thursday afternoon we had had enough of the noise which was unbearable, and I complained again to the general manager (Bernardi Massimo) who only then offered for us to relocate to another “sister Novatel hotel”. I received his email and we (husband & myself) decided that as we had already moved and been through this inconvenience, that if we moved again to this other hotel the following morning (Friday 24th), by the time we get settled in and find our way around, it would at least be by Saturday midday and we had to fly home on the Tuesday morning. This would have only left us with the total of 2 1/2 days at most (allowing time to pack and unpack again!!! ) out of 10 days to try and relax after having such an upsetting time at the last hotel Kata Avista Novatel. We paid full price for the worst holiday experience of our lives. We were never advised of ANY construction works that would be taking place for the duration of our holiday and I had booked this holiday in late Janurary 2024 through (my thailand, broadbeach QLD) I feel very sad yet angry that it turned out this way as it was such an important holiday for the both of us. This was a very deceitful act on behalf of the Novatel Kata Avista, and they have robbed me of what should have been a very happy and memorable time of my life. I wish for a reply from your company to see if there is anything that can be done about what has happened and possibly be offered a chance to recreate better memories at a QUIET & relaxing venue, (which is what I thought I had paid for initially) If you would like to hear recording and see images of what daily life was like living through this nightmare of our "holiday", please email me directly and I will forward all recordings and images. Hoping for a Happy outcome after all of this. Yours Truly Mrs Bettina Hopper

I stayed at your NovOtel - Trabzon - Turkey for 1 night on March 15, 2024. I went down to breakfast around 06:40 in the morning, and the officer I met in the lobby told me that breakfast was open from 06:00. However, when I entered the breakfast room, breakfast was not ready yet. There were some hot treats, the rest was nothing. There was neither cheese, olives, butter, honey, cookies, etc. nor tomatoes, cucumbers, tea, coffee, etc. Finally, when I saw an officer, I said there was no cheese etc. and placed a plate in front of me with 2-3 slices of cheese, 5-6 olives, 3 slices of salami, 10 raisins, 1 date, and on another small plate, a packet of jam, oil, honey, cream cheese. , very thin slices of grapefruit, orange and kiwi each arrived on another small plate. When I finished my breakfast, I saw that the coffee was just being prepared at the stand. When I checked out of the hotel at 10:00 and entered the breakfast room to check, the view was the same, there was no buffet breakfast. I didn't pay for this kind of breakfast, I paid you for a 5 star hotel breakfast. This breakfast was definitely not a 5 star hotel breakfast. Being in Ramadan cannot be your excuse. I hope God accepts the fasting of people who fast, but we do not have to be victimized just because we do not fast. If you provide this type of breakfast service and will continue to do so, please warn people about this breakfast that does not suit you when renting a room and do not demand money from them for the breakfast you do not serve! I wish you success and well-being in your work.

Manager refused to allow me to check in without a physical credit card. I have stayed with the property many times before and was able to quote the CC number off by heart and provided my drivers license (do you think an identity thief could do that)> She was passively unhelpful and when I explained I was a senior executive with Virgin Airways and many of my staff were staying there (not to throw around my title but to indicate I was a very low risk of trashing the hotel room and the room was prepaid anyway). My Accor membership recently fell from gold to silver because I didn’t travel much towards the end of the year. It is ridiculous that when I am gold I don’t need to provide a physical card and when the same person drops the silver they aren’t allowed to check in without a CC. The Manager was happy for me to be homeless and didn’t care about me being a long standing customer and awards member. She also quoted some rubbish about PCI compliance which I am fairly certain was not correct.

I stayed on 05-06 March 2024 at Novotel Kolkata. I asked for fresh coffee mugs and Tea kit. Housekeeping kept me waiting for more than an hour. Reception was unresponsive, hanged the phone. I was to leave for a meeting. This disturbed the whole schedule.

Booked a motel room on for the 3/03/2023 pay for it online then got there was told I had to pay a 200 bond holding charge and that it will be Returned to my card in the morning checked out in the morning and then was told that he could take 2 to 3 days to be refunded not happy as my husband was immediately into hospital for two weeks down there and now I’m left with no money I would like a full refund of the cost of the room and my money back for the holding bond which we were given the wrong information

I booked into Novotel airport hotel by mistake as I needed to book into Mascot not Wolli creek. I immediately contacted the hotel to explain the mistake and ask for a refund. CN04692523 R4768527320. I was refused a refund. I am a return customer and attend many Novotel function. Given I called immediately I feel this is incredibly poor customer service. If not resolved I will not give Novotel my custom in future

We have book novotel surfers paradise aus I'm check in today 16 Feb i expect my room to have bathtub but not so I ask for change room reception say tomorrow then will have other room for me but need to pay for upgrade I'm ok with it and have make payment for upgrade my room for next day (I book here for 3 nights) mean I pay for 2nights upgrade after that 10mins later reception call us say no more room for us will refund back the money that I pay . How can be like that ..my husband went down to talk with manager she don't even say sorry to us but bring my husband to say the room that smaller than the room i book say only can downgrade for us to have bathtub. Very bad experience we from Singapore came here for honeymoon but need to face this situation , 1st why u ask me pay money when u no room for us? 2nd no one apologies , the problem not solve we unhappy and hope management with do something with this thank you

My husband and myself had booked in at Novotel Southbank Brisbane for two nights. On the first night I was placing hanging clothes in the cupboard when the whole heavy wooden door with full length mirror fell off all of its hinges and fell across my right arm, injuring me. My husband went to front desk to complain and to get an ice pack to be told they didn’t have an ice pack but could give us a bag of ice from restaurant. Also be told that someone would come and look at problem. We asked them to take door away as it could fall again. I took nurofen many times through the night to alleviate pain.next morning we asked if there was a triangular bandage we could have and the first aid person didn’t even know how to put it on. I ended up informing my husband to help me. We then attended Mater emergency and had X-rays and my arm was not broken, but severely sprained with possible tendon and nerve bruising. We asked front staff to fill in an incident report and we would require a cop to be told they would have to inform their legal team. After 4 days I am still in pain and on painkillers. We were supposedly given a free breakfast but somehow ended up paying for it anyway. We asked who we should complain to and were told it has to go through the processes. Novotel- this is not good enough. Our whole weekend was crap as I was I. So much pain. It wrecked everything and no compensation was offered.