Novotel review: Poor stay

Dear Novotel Cardiff Management,

I am writing to express my extreme disappointment with the quality of service I received during my stay at your establishment on the 26th of August 2023. My reference number for the reservation is MPNLGXHJ.

Firstly, I want to bring to your attention that my partner and I endured an uncomfortable night's sleep due to the subpar conditions of our room. The bed provided was exceptionally uncomfortable, which resulted in a restless night. Additionally, the room's temperature control was problematic, swinging between being excessively hot and excessively cold despite our attempts to adjust the air conditioning. Such conditions made it impossible for us to have a comfortable and peaceful sleep.

For a room priced at £160, my expectations were far from met. The room itself was disappointing; it felt like a budget accommodation with curtains covering the walls and minimal natural light coming from a tiny corner window. Moreover, we noticed spider webs on the lamps, indicating a lack of cleanliness and maintenance.

However, what truly disappointed me was the attitude of the receptionist, Kamilla, when we attempted to address these issues. Despite our polite greetings and attempts to engage in a conversation about our stay, she displayed a lack of professionalism by avoiding eye contact and offering no warm welcome. During the checkout process, she appeared visibly irritated, as if our inquiries were an inconvenience to her. It was disheartening to see that she did not ask about our stay or inquire if we were interested in breakfast, which should be a standard practice in the hospitality industry. Furthermore, it was only during checkout that she mentioned we had a complimentary drink, which had not been communicated to us during check-in.

I also want to bring to your attention that your website indicated that parking was included for guests, but upon check-out, Kamilla informed us that there was an additional charge of £10 for parking. While I am not concerned about the nominal fee itself, I am troubled by the fact that this information was not accurately represented on your website. This miscommunication led to an unexpected expense for our stay.

Furthermore, I noticed discrepancies between the amenities advertised on your website, such as the gym, swimming pool, and sauna, and their actual availability during my stay. These facilities were overcrowded whether it was at 8 am or 8 pm, making them practically unusable. This misalignment between the advertised amenities and the reality of their accessibility is misleading to guests.

I must emphasize that I am a member of the hospitality industry myself, working for Z Hotels, where our top priority is the comfort and satisfaction of our guests. I have also booked a stay for my in-laws at a Novotel location near ExCel in London last October, and their experience was exceptional. The receptionists there provided exceptional service, and my in-laws had a delightful stay. This stark contrast in service quality between the two Novotel locations has left me deeply disappointed.

Given the numerous issues I encountered during my stay and the substantial amount of £170 that I paid for a subpar experience, I kindly request a full refund. The lack of care and attention to the comfort of guests at Novotel Cardiff is disheartening, and I believe a refund is a fair resolution to this matter.

I hope that you will take my feedback seriously and address these issues to ensure that future guests do not have to endure a similar experience. I trust that Novotel Cardiff can uphold the high standards expected from a reputable hotel chain.

Thank you for your prompt attention to this matter. I look forward to a timely resolution.

Sincerely,

Gayatri Munogee