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Response from Novotel London Waterloo Team on Mar 10, 2024
Dear Iderpal, Thank you for your feedback.
6/10 Okay
Mark
Feb 11, 2024
Mark
Stayed 2 nights in Feb 2024
6/10 Okay
Chloe
Traveled with family and small children
Jan 29, 2024
Disliked: Staff & service
During check in it wasn't explained that the card needed to be put in the wall for the lights to come on. So after a long day and it was dark we had to wait for someone to come show us. When they did it took 10 mins or more for them to catch on.
£21 for a breakfast was extortionate. When ordering a coffee on a separate morning the staff member wasn't friendly at all.
Finally when I tried to check out the woman at the counter ignored me and took someone else when I was clearly waiting. Then the taxi ordered wasn't big enough despite knowing we had many suitcases and not from the country.
Chloe
Stayed 3 nights in Jan 2024
Response from Novotel London Waterloo Team on Feb 2, 2024
Dear Chloe, Thank you for the feedback. Please accept our apologies that not everything was explained but some guest might feel discomfort if reception desk would explain how all room amenities works. If we would known that it was your first time and you required more information we would gladly explain how operate room amenities. We hope that you will chose our brand in the future and hopefully next experience would be much better.
10/10 Excellent
Steven
Traveled with family and small children, Traveled with family
Jan 28, 2024
Liked: Cleanliness, staff & service, amenities
It’s was a perfect stay bed were slightly hard for my liking
Steven
Stayed 2 nights in Jan 2024
Response from Novotel London Waterloo Team on Feb 2, 2024
The Novotel in Waterloo made our stay for our wedding amazing. We also had many visitors attending from Canada who followed our booking at the same location. The staff were very accommodating and upgraded us without our asking. Thank you for the well wishes and the complimentary brownie! It was delicious. We will definitely be staying again at our next visit to London and really enjoyed being at such a great location for central London.
Madeleine and Craig
Madeleine
Stayed 2 nights in Dec 2023
Response from Novotel London Waterloo Team on Dec 31, 2023
Dear Madeleine, Thank you for such a great review. We are happy to hear that you enjoyed your stay with us and we hope to be off service on you in the near future.
The carpets were stained. My room was not cleaned and I was way overcharged for my stay with no option of getting the same rate as when I booked from Expedia.ca total rip off in rates.
Eleanor
Stayed 4 nights in Nov 2023
Response from Novotel London Waterloo Team on Dec 31, 2023
Dear Eleanor, Thank you for your review.
4/10 Poor
KRISHNA
Traveled with family and small children
Nov 24, 2023
Liked: Staff & service
Disliked: Property conditions & facilities
Centrally located, near to many tourist attraction's .
KRISHNA
Stayed 3 nights in Nov 2023
Response from Novotel London Waterloo Team on Dec 31, 2023
Unfortunately there was something on the wall in the bedroom (a bogey)i asked the receptionist if she could get house keeping in to our room and ckean it of the wall when we came back from having tea house keeping had been in our room and changed the towels but not removed the disgusting item next day we when diwn for breakfast and i asked tge receptionist again to get house keeping in and this time we were lucky to have it removed.
sandra Catherine
Stayed 1 night in Nov 2023
Response from Novotel London Waterloo Team on Dec 31, 2023
Dear Sandra, Thank you for your review. We are sorry to hear that we let you down with housekeeping service and your review will be shared across the team for better service in the future.
4/10 Poor
Susanne
Business traveler
Nov 20, 2023
Liked: Property conditions & facilities
Disliked: Staff & service
No 24 hr food, drink or room service
Susanne
Stayed 1 night in Nov 2023
Response from Novotel London Waterloo Team on Dec 31, 2023
Dear Susanne, Thank you for your review.
4/10 Poor
Iulian
Traveled with partner
Nov 20, 2023
Disliked: Property conditions & facilities
Too expensive for what it had to offer. Old furniture, old carpet and the wc is in a different room from the sink and shower, which is very inappropriate and unsanitary, because you have to move to a different “room” to get your hands washed.
Iulian
Stayed 4 nights in Nov 2023
Response from Novotel London Waterloo Team on Dec 31, 2023
Dear Iulian, Thank you for your review.
10/10 Excellent
Etienne
Nov 18, 2023
Etienne
Stayed 1 night in Nov 2023
Response from Novotel London Waterloo Team on Nov 19, 2023
Dear Etienne,Thank you for your fantastic score.We look forward to welcoming you again in the foreseeable future.Kind Regards,
8/10 Good
martin
Nov 11, 2023
martin
Stayed 1 night in Nov 2023
Response from Novotel London Waterloo Team on Nov 13, 2023
Hotel was nice, easy to find and clean. Bedding was bobbly, not soft, and pillows were flat fibre. Woke up with a stiff neck. Woken throughout the night by banging above us, like someone running around and jumping.
Purdi
Stayed 1 night in Nov 2023
Response from Novotel London Waterloo Team on Nov 11, 2023
Dear Purdi, Thank you for taking the time to share your recent experience at our hotel. We are delighted to hear you enjoyed our convenient location and clean rooms. Providing a prime location and cleanliness are top priorities for us.I sincerely apologize that the pillows were not as comfortable as you would have liked during your stay. We do have other available pillow options. Your comfort and rest are extremely important to us.We hope you will give us another opportunity to provide you with a truly comfortable stay. Please feel free to reach out if we can assist you in any way, or if you have any other concerns.Kind Regards,
8/10 Good
Mike
Nov 4, 2023
Mike
Stayed 3 nights in Nov 2023
Response from Novotel London Waterloo Team on Nov 11, 2023
Dear Mike, Thank you for your feedback and your recent stay with us.We look forward to welcoming you back in the near future. Kind Regards
Walking 10 min and u are the Big Ben and London Eye area. Hop on hop off bus stop within minutes. Great location away but not to far away from the tourist. Good breakfast to start your day.
LaTasha
Stayed 3 nights in Oct 2023
Response from Novotel London Waterloo Team on Nov 1, 2023
Our overall experience was good. The hotel was clean, staff were friendly and the rooms very comfy.
The location of the hotel was good as it was walking distance to westminster and to the local tube station Lamberth North.
My only criticism was check out was 12 noon and we had the housekeeper knock on at 8:30am, asking when we were leaving. Our young son was still sleeping as we had had a couple of long days sightseeing, luckily they didn't wake him.
On another note we would definitely stay again.
Nicola
Stayed 2 nights in Oct 2023
Response from Novotel London Waterloo Team on Nov 1, 2023
Dear Nicola,Thank you for your feedback.We are glad that despite small incident with housekeeping you did enjoyed your stay with us. Please rest assured that your review will be share across the team to make sure we will learn from your experience. We hope to see you soon!
4/10 Poor
Omar
Traveled with family
Oct 27, 2023
Liked: Cleanliness
Disliked: Staff & service
Stealing money with breakfast
Bed mattress too hard.
One elevator not working so only one elevator working, horrible experience.
Front desk agent offered and mentioned free breakfast included, confirmed twice and later they charged it. That stealing money. I escalated to supervisor and no action.
Omar
Stayed 2 nights in Oct 2023
Response from Novotel London Waterloo Team on Oct 30, 2023
Dear Omar, Thank you for your review. We do apologize for the lift being under maintenance. Your accommodation does not include breakfast and we do not offer complimentary meals on reception.
8/10 Good
Ian
Traveled with family
Oct 23, 2023
Liked: Cleanliness, staff & service, amenities
Nice property, lift being out of action created annoyance with long waits and walking past dirty trays left outside of doors was a little annoying. Watching a member of staff pour wine back in to a bottle from a glass as they had measured a large and not a small was a little worrying. Other than that it was very nice.
Ian
Stayed 2 nights in Oct 2023
Response from Novotel London Waterloo Team on Oct 24, 2023
Dear Ian, Thank you for your feedback. Please accept our apologies for the lift being under maintenance, which caused a longer waiting time for using this facility.We are surprised about your experience with bar as our staff is trained how to deal with any order mistakes. We are glad that your overall experience was positive and are looking forward to be of service on you in the future.
Great location at a reasonable price. Just across street from river. Close to police station for added security. Great staff from management to to front desk to housekeepers to restaurant staff.
Amanda
Stayed 4 nights in Oct 2023
Response from Novotel London Waterloo Team on Oct 18, 2023
Dear Amanda, Thank you for taking time for writing this review. We do appreciate your feedback and it's amazing to hear that you enjoyed your stay with us.
The hotel was safe and clean, in addition to transportation too connect us to the rest of London. Not many restaurants or shops nearby, but we found a few convenient places to eat during our stay.
Nichole
Stayed 2 nights in Oct 2023
Response from Novotel London Waterloo Team on Oct 18, 2023
Dear Nichole, Thank you for great feedback. Regards,
Staff was nice but check in was not a good experience. I understand check in is at 3pm, and yes we were checked in at 2:24pm, but we arrived at 10am from a far and long flight and they could not accommodate us. They had no rooms available which is sad although I had sent a prior email requesting one. I cannot believe they couldn’t give us the first one available but I guess they stick to policy. Otherwise it is well located and clean.
Camelia
Stayed 1 night in Oct 2023
Response from Anna Janikowska, Rooms Division Manager on Oct 18, 2023
Dear Camelia, Thank you for writing this review.We have received your email with request about early check in but as we were fully booked night before- we could not meet your expectations. Check in time is 3pm and any request about earliest access to room is based on availability, which we did not have. As you mentioned- we have checked you in at 2.24 pm, which is a prove that we act as soon as we can on your request. Regards,
The staff was friendly and professional. The breakfast was extensive. The bar was nice and there was a cute little hang out space. Rooms were nice but small. Location was perfect. Overall it was great.
Julie
Stayed 3 nights in Oct 2023
Response from Novotel London Waterloo Team on Oct 18, 2023
Dear Julie, Thank you for your feedback. Regards,
10/10 Excellent
TRAVIS
Oct 2, 2023
TRAVIS
Stayed 3 nights in Sep 2023
Response from Novotel London Waterloo Team on Oct 24, 2023
Dear Travis, Thank you for your rating.
10/10 Excellent
Susan
Sep 26, 2023
Susan
Stayed 1 night in Sep 2023
Response from Novotel London Waterloo Team on Oct 18, 2023
Dear Susan, Thank you for your feedback. Regards,
6/10 Okay
Verified traveler
Traveled with family
Sep 21, 2023
Liked: Staff & service
Verified traveler
Stayed 2 nights in Sep 2023
Response from Novotel London Waterloo Team on Oct 18, 2023
The staff of the Novotel London Waterloo are amazing. They provided such excellent service when one of the members of our group was not feeling well. Those extra caring touches meant a lot during a somewhat stressful time. Great location as well. Would certainly stay here again.
Pamela Joan
Stayed 4 nights in Sep 2023
Response from Novotel London Waterloo Team on Nov 1, 2023
Dear Pamela, Thank you for such a great feedback!We are truly happy to see that you have appreciated our customer service and we hope to see you soon!
8/10 Good
Pranali
Traveled with family and small children, Traveled with partner, Traveled with family
Sep 18, 2023
Liked: Cleanliness, staff & service, amenities
I wish I could give 5 star. Front reception was phenomenal. As mentioned by Expedia they should have given us connecting rooms but the connecting rooms were not available for the executive rooms. Everyday the water was flooding in the shower room. Toiletries were not given in both the room which they added after asking for it. All 4 star for being kids friendly. Only limited options were available for vegan in the breakfast. Our room wasn’t serviced on day second. No toilet rolls refilled or tea coffee were refilled on day 2nd. Had to ring the front desk 2 am in the morning for toilet roll. But we still enjoyed our stay.
Pranali
Stayed 3 nights in Sep 2023
Response from Anna Janikowska, Rooms Division Manager on Oct 18, 2023
Dear Pranali, Thank you for such a constructive feedback. I will share it across departments to learn, what we could do to improve guest satisfaction in the future.
10/10 Excellent
Sherry
Traveled with family and small children, Traveled with partner, Traveled with family