윤솔
Google
I had a very bad experience at this hotel.
When I checked in early around 2pm, I went up to my room and after only about ten minutes I received a strange phone call. A man asked if I was reception, then kept asking questions about the hotel and my room, before suddenly suggesting to have a coffee together. Feeling unsafe, I immediately hung up and went to reception to report it. The staff said they would look into it and update me.
Hours later, the manager spoke with me but there was no sincere apology, no empathy, no professionalism. She only said the hotel could move me to another room. On top of that, I was told to personally bring the old room keys down to reception myself. Forcing a guest who already feels unsafe to pack up and move rooms by themselves is unacceptable, especially in a 4-star hotel.
The next day, another manager came to speak with us and offered socks and chocolates as an apology. This was insulting. I was never asking for money or compensation. What I expected was professionalism, accountability, and reassurance that the hotel cared about guest safety. Instead, I was left feeling unsafe, frustrated, and completely disappointed.
If this is the standard of service for a Novotel, I will never stay here again, nor at any Novotel worldwide.
