Dreadful night's sleep, thoughless staff.
Stayed here in a family room: two adults, two children. We ordered some food on arrival which we ate in the room, before going to sleep. Some incompetent fool on reception decided 11.40pm was a good time to phone the room and ask us to pay for the food. IN A ROOM WHERE CHILDREN WERE SLEEPING! We politely informed them we would settle the bill in the morning. Clearly someone had messed up by not charging us at the time, and chose the most inappropriate way of trying to rectify their mistake. Then at 3am the fire alarm went off. Can't fault the hotel for this as it was due to a guest smoking in their room, however when the alarm stopped everyone was milling around in the hallway wondering whether to evacuate. No staff came to reassure us so we just went back to bed. This does not seem a very effective health and safety policy. £139 a night is an awful lot to pay for hardly sleeping all night, we will certainly not be returning to this hotel.
Comment from Hotel Management
27-Nov-2017 by iain france, Hotel Management
Many thanks for your feedback Jess, I was sorry to learn that you were disappointed with your experience on this occasion prompting you to give an overall rating of 1/5 in particular the disturbance from the team regarding your billing, please accept my sincere apologies. I will certainly discuss your concern with my management team who will revisit their procedures to prevent future occurrence in the future. I was also sorry to hear that you were concerned with the night procedures regarding the fire alarm. Please rest assured that the Health & Safety of both guest and colleague is of paramount concern to Novotel and although this alarm was caused due to some guests of the hotel flouting the law by smoking in their bedroom, the team did react swiftly in handling the situation and did check all bedroom floors and the external areas of the building to reassure those who had evacuated the hotel, I am sorry if they did not manage to see you during this procedure and I thank you for your full understanding during these isolated difficult situations the team may have to face. It is our hope that you will consider Novotel again in the near future, warmest regards, Iain France - General Manager