Terrible service at Novotel

1   Not Recommended
Family room
April 24, 2017 by

 Map | 1 Review | 0% Recommended
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Suite Novotel CDG Paris Nord 2
 Map | 1 Review | 0% Recommended

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Family room

Liked:
Location
Service
Food
Amenities
Room
Stats
Room
Family room

Background information:

I stayed before at this hotel and was very happy with the service and the room product, that is why I came, although this time it was a totally different experience.

 

Check In

Very long line and very slow process for the check-in. although there was two persons working, one was a trainee or being a new employee and could not do anything by himself. No priority line for Accor Gold / Plat. I had to wait 30 min to check-in even though there was only maybe 4 persons in front of me.

As I was travelling alone with my daughter, 21 months, I requested a baby cot on te reservation, and confirmed it by phone the day prior to the arrival. Finally got my room card and the confirmation the baby cot was there.

 

Room

Room was ok as always, nice large room with the possibility to separate the living room space from the bedroom space with a curtain, but there was obviously two big issues:

- the baby cot was not there

- the room has been hastidly cleaned and the cleaning products / clothes where till in the room, the table was still sticky from something

 

Service

That is where the real story starts. I called the reception to get the baby cot, got answered that he is busy and e will come withing 30 min. 30 min passes (with a more and more tired baby), and he does not come, not even answering the phone.

I go down to the reception with my daughter to see him actually arguing with a pizza delivery person, refusing him entrance to the building as the guy did not have "something" for him. Obviously it was more important to get a bribe from the pizza man than taking care of customers. Another discussion where he kindly mention that the room has two beds already, so my daughter can use one of them.

To make a long story short, the bed never came and I had to make my daughter sleep on a madrass on the floor that I removed from the coach ...

I tried to discuss the issue at check-out, but it was a different team who "does not know what happens during the night"

Location

A bit away from the airport and at the difference from what the hotel sites says, the shuttle does not leave from all terminals but only from T9 (there is a train to go there), pay attention that the hotel is now called Novotel Suite Villepinte but still shows as Novotel CDG Paris Nord 2 on the shuttle schedule.

Overall

I am very disapointed with the service and the lack of answer afterward from Accor, despite spelling out all the above in the survey.

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