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Reviewed April 4, 2018 via mobile

When our family travel to Hong Kong for holidays, without hesitation we would book Novotel due to their location, easy access to MTR and close to restaurants and shops.

We always book the executive rooms as we prefer the walk in shower as opposed to bath tub showers and also their lounge access which makes the stay more pleasing.

We arrived in the evening checking in two rooms, and we enquired whether we could have a late check out for both rooms as we have a night time flight heading home. (They offered a late check out for us last time which was in November 2017 so surely they would be okay with it again and also I’m an Accor silver member which they already offer 3pm check out). The lady at the executive lounge said she can only have one room for late check out and the other room has to be at 2pm. I mean it’s only one hour difference and they couldn’t even accommodate this for us despite we have stayed here a couple of times already. She wouldn’t bug and we were quite disappointed. Furthermore, she was very unprofessional and gave us the wrong price on a one bedroom upgrade. She provided us the price and then after when we agreed she called her manager and they quoted a different price!!

My room 1532, the single bed was super soft and there was dent when you try and sleep on it at night time. It’s an old mattress and definitely needs changing. I told reception and they said they will get the mattress changed for us. When we got back to the hotel we realized they put up a wood board on the bed which was hard as. How can you sleep on a wooden board at night time! So we told the reception and they said they can’t change the mattress but they could change our room but it won’t be an executive room. I mean who wants to downgrade to a lower room than what we already have! So they said there is a king bed which is available on the executive levels which we agreed to. Not long after we moved rooms we could smell smoke coming from the airconditioning vents. We suspect someone was smoking on our level but this is a non smoking hotel?! So we raised this issue with housekeeping and they said it could be coming from the outside air, how can that be possible right? On top of that the air con was really cold even after we turned it off. There must be something wrong with the air con but they said there is nothing wrong. We put up with it that night but the night after the same problem occurred and it was around the same time 10pm. We walked out of the lounge and could smell smoke (cigarette smoke) on the hallway and suspect the room next door was smoking!!!! Again, we complained to management and it seems like they wanted to cover up the story but spraying fresh air mist and they offered to move our room again to level 14.

Overall, we were happy with our stay at Novotel due to the above and also the condition of the room and the bathroom has gotten worst over the years. It is definitely in need for an upgrade just like the other hotels around the area - Eaton, Nathan Hotel and Hotel Stage all have been upgraded. If Novotel wants to be a player in the area they really need to up their game.


Stayed: March 2018, travelled with family
Thank Anna F
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
NovotelHK, General Manager at Novotel Hong Kong Nathan Road Kowloon, responded to this reviewResponded June 17, 2018

Dear Anna F,

Thank you for your review and detailed comments regarding your stay at Novotel Hong Kong Nathan Road Kowloon.

I am sorry to read of the service received in the Executive Lounge; please accept my apologies. I am also sorry that there was some issues regarding your room which has caused discomfort. We have discussed your feedback in our quality meetings to ensure that we provide a better experience to our valued Le Club members.

We do hope that we can welcome you back for an improved visit the next time you visit and thank you for your loyalty to Accor hotels.

Sincerely,

Daniel McKeown
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed April 4, 2018

We stayed at this hotel for 3 nights. Checked-in was quick. Room was slightly small but clean and comfortable. However, there is no supply of cotton buds and shower cap in the bathroom. Good location, easy access to MTR station and to Temple Street Market. Breakfast spread was good. Dining staff Lily is efficient. Will stay again at this hotel!

  • Stayed: April 2018, travelled as a couple
    • Value
    • Sleep Quality
    • Service
Thank dvdsinmk071161
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
NovotelHK, Guest Experience Manager at Novotel Hong Kong Nathan Road Kowloon, responded to this reviewResponded April 15, 2018

Dear dvdsinmk071161,

Thank you for sharing your experience regarding your recent stay with us.

I am glad to read that you had a fabulous stay and please noted that I have shared your kind words with Lily, she was thrilled to hear about your comments. As for bathroom amenities, please be informed that we do provide them on your request.

Once again, thank you for your review and I do hope that we will have the pleasure of welcoming you back in the near future.

Yours sincerely,

Mrs. Thanomkwan S. Bennink (Pae)
Guest Experience Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed April 4, 2018

This is our first stay at Novotel Hong Kong Nathan Road Kowloon.Had a great stay with the hotel in such a good location within walking distance to nearby a shopping and staff was good service upon check-out. Especially staff Mr.Dennis duty manager was nice smile and polite, thank you for make us good impress in Novotel brand.

  • Stayed: March 2018, travelled with friends
    • Value
    • Cleanliness
    • Service
Thank Vichaya T
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
NovotelHK, General Manager at Novotel Hong Kong Nathan Road Kowloon, responded to this reviewResponded June 17, 2018

Dear Vichaya T,

Thank you very much for your review.

I am very happy to read that you enjoyed the stay and received positive service from Dennis. This has been shared with him and the team.

We look forward to welcoming you back again soon the next time you visit Hong Kong

Kind regards,

Daniel McKeown
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed April 3, 2018

  • Stayed: March 2018, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Accorhotels.com
This review is the subjective opinion of an individual traveller and not of TripAdvisor LLC nor of its partners.
NovotelHK, General Manager at Novotel Hong Kong Nathan Road Kowloon, responded to this reviewResponded June 17, 2018

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC nor of its partners.
Reviewed April 2, 2018 via mobile

Our experience stay at Novotel Nathan Road was Great!! First time to HK but we really enjoyed our Trip. Room was clean bit small but all Positive. Breakfast and food was excellent.good staff, Great Location, Definitely we will be stay again next time.

Stayed: March 2018, travelled with family
Thank Rani M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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