Way too many problems

1   Not Recommended
August 19, 2017 by

 Map | 9 Reviews | 78% Recommended
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Novotel London Canary Wharf
 Map | 9 Reviews | 78% Recommended

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Liked:
Location
Service
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Prior to arrival

The beginning wasn’t promising. Two weeks before my stay I received an email from a reservation manager and another one from her a week later. First I thought that this is nice: the manager proactively and personally approached a loyal customer.

I read further and found out that these were just generic emails that they obviously send to every guests in a hope of getting some additional sale. I was suggested to buy early check-in and late check-out. A room upgrade with an access to ”executive lounge” could have been bought for GBP 50 per night. On top of all that, I was advised to join Le Club AccorHotels.

As a platinum member, I would have expected a slightly different approach. They could have, for example, reminded me about my complimentary benefits such as early check-in, room upgrade and lounge access instead of trying to sell them to me. I was also asked if I could let them know when to expect me to show up. I had just a few day earlier informed my estimated arrival time.

I emailed back and requested some more information on the hotel but didn't receive any reply before I drop a few line to a general manager. Only after that I got answers to my simple questions. 

What’s the point of contacting customers if the hotel isn’t willing to answer and communicate?

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The hotel is in the middle of noisy building constructions.

Check In

Similar passive and indifferent service continued when I arrived at the hotel around 11am.

”Checking in?” a receptionist asked in a deserted lobby.

I had done the online check-in and for once it worked. My key card was ready and I didn't need to show passport or credit card.

I handed over my platinum card and a receptionist asked if that’s my name on the card while his stressed-looking colleague next to us was busy typing her computer. He then asked his colleague if he can give me my key card already. The stressed-looking colleague answered: ”Yeah, yeah, everything is fine.”

I received my key card and voucher for welcome drink and was told that lifts are behind the corner. That’s about the warm welcome. 

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Corridor with nice design, very different to typical Novotel.

Room

I had booked a superior room and received an upgrade to the next category which is deluxe. This wasn’t mentioned to me before I asked about the upgrade.

My room was on the 29th floor. Once I opened the door, I saw the amazing skyline of London but also felt that I stepped into another world. The view was the best part of my so called deluxe room. To me the room looked very basic one: two single beds close to each other, rocky armchair, writing desk in front of television, kettle, and typical brown Novotel bathroom that I dislike.

I was impressed by the industrial interior design in the public spaces but can't say the same about the room. While in public areas the design reflects nicely the history of Canary Wharf with copper, wood, and chains, rooms doesn’t have the same trendy ambience unless one is staying in suite. My deluxe room had lack of cozy, homelike feel. It was a bit impersonal and unimaginative, like Novotel rooms tends to be, an opposite to what can be found outside the room.

On the desk I found a welcome letter that stated the benefits I had: access to Le Club lounge, welcome drink, late check-out (upon availability), high speed Wi-Fi and – VIP treatment: ”Indulge yourself with your upgraded amenities and enjoy your special treat.”

Upgraded amenities? Special treat? I found nothing but chocolate strawberries I had preordered for GBP 15 and accepted to pay upon check-out. Unless the special treat was referring to bottled water and the upgraded amenity to kettle… 

Bathroom felt dated in this modern building and it would need better maintenance. Shower head was filthy and sink collected stains since drain didn’t work properly.

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Deluxe room is similar than superior room.

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Beds in deluxe room.

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Desk in deluxe room. It didn't even have pen and paper.

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Deluxe room.

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Deluxe amenity: kettle.

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View from the 29th floor.

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Typical Novotel bathroom.

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Stains in sink.

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Dirty shower head.

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"Upgraded amenities": hair conditioner and body lotion. All these were low quality toiletries. 

Dining

I had both dinner and breakfast at the Bokan 37. The food was of excellent quality in the evening but the service varied widely. I had reserved a table in advance and received confirmation by email but when I arrived the staff wasn’t able to find my reservation.

I was left standing in the dark entrance. After explaining how I made the reservation through guest relations, I finally got a table in the busy restaurant. I would have appreciated an aperitif as a compensation for the inconvenience but nothing was offered.

I opted for 28 day-aged Hereford ribeye steak (GBP 34) which was just delicious and a glass of Rioja (GBP 8.45) to go along with it. GBP 5 was charged for a bottle of Hildon sparkling water. Bread was complimentary.

Breakfast had sufficient amount of food, even fresh strawberries and blueberries. Fruits had been cut ready which I appreciated. Pastries looked good but most of them were disappointing: chewy and lack of taste.

In the last morning I was asked to wait for a table even though plenty seemed to be vacant. Soon after that another waitress came and showed me a table. When I had ordered tea the other waitress came to say that I can’t sit there. That table had been reserved to one lady. I didn’t know that certain tables can be reserved for breakfast. I also think it’s rude to start moving people back and fort in a restaurant that is half empty.

She said she has another table ready for me – ready meaning that there were no cutleries placed on the table and I had to request those. Tea mug had yucky stains. Is that some British thing I’m not aware of?

Egg dishes could be ordered from the kitchen. This wasn’t advertised anywhere so one need to know that. I just happened to see omelette being prepared and decided to ask for Eggs Benedict which I got. It was okay.

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Breakfast with a view.

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Egg dishes can be ordered.

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Fresh berries were nice.

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Mugs should be washed better. 

Lounge

The hotel advertises both Le Club lounge and executive lounge. In a reality, there is only one lounge. The hotel explained it to me this way in email:

”Our LeClub Lounge is located on the first floor and it is reserved for LeClub Members. For Platinum Member like you, the access to this Lounge along with use of coffee machine and soft drinks is completely free. Our LeClub Platinum members are also invited to the Executive Drinks between 18.00 and 20.00 in our LeClub Lounge. LeClub Lounge also hosts some drinks for guests staying in Executive Rooms, reason why it’s also called Executive Lounge. The Executive Lounge and LeClub lounge is then the same physical space.”

So, for Le Club members it’s Le Club lounge and for executive room guests executive lounge. I find this misleading and confusing. In my opinion the lounge isn’t a real executive lounge. The snacks were basically a bowl of popcorns, olives, three samosas and some sweet treats such as cookies. Snacks are brought to guests on a plate so there is no self-serve buffet unlike in other executive lounges.

Drinks included cheap white wine (Le Bosq Chardonnay), red wine (Le Bosq Pinot Noir), prosecco (Il Colle), beer and soft drinks. Even water bottles were kept locked in a fridge so I couldn’t go and pick up a bottle in the day time.

Snacks and drinks are complimentary for platinum and gold members which means that platinum members doesn’t have any extra benefit here. Silver members gets drinks only and basic members can purchase the ”executive drinks and snacks” experience for GBP 15.

In the busiest time there were eight guests but most of the time around four people and I don’t wonder why.

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Empty lounge.

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Evening snacks started with popcorns and olives.

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Then three samosas was served.

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Example of sweet treats: cookie, chocolate and mini pie. 

 

Spa

Spa was nice. It had pool for relaxed swimming and small sauna. The spa was empty most of the time I visited there. Washroom was terrible though: combined shower and toilet. Despite being a brand new hotel, floor tiles looked very dirty already. If it’s part of the design, very weird I must say.

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Peaceful pool.

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Ugly and inconvenient washroom in spa.

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Is this floor dirty or is this design?

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Gym beside pool.

Check-out

I requested late check-out and one of the receptionists who checked me in the previous day told that I will be charged extra. After I reminded her that I’m a platinum member the complimentary check-out was fine and granted until 4pm.

On my way out the next day I asked in the reception how does deluxe and superior rooms differ from each other. I was told that the deluxe rooms has upgraded amenities as the welcome letter stated. Upgraded amenities, yes, but what are those?

The receptionist explained that the superior rooms has shampoo and shower gel only while the deluxe rooms has hair conditioner and body lotion as extra.

I was speechless. Hair conditioner and body lotion are basic amenities in four-star hotels and even those guests who are staying in the superior rooms can request those, at least that what the hotel representative is saying on TripAdvisor to customers who complains.

So basically the only difference is that the deluxe rooms are located on higher floors and comes with bathrobes and slippers. The bathrobe was so tiny that it barely fit on me.

I left my key and the receptionist asked if he can email me the invoice later. I said that before I go I would like to see what you are going to charge. Since I didn’t receive any welcome gift I was a bit surprised that they were about to charge GBP 15 for the strawberries. I thought that is the gift. I would have been satisfied if they waived the fee. It took 20 minutes to check out and solve this small issue. The result was that they offered to give me 50 percent discount on the strawberries. I found that funny.

I was taught that normally they don’t compensate missing platinum gifts. They said they serve just cookies to platinum members and made it sound like I didn’t missed a lot which is actually true.

I told them I have got used to a little bit different service attitude. I was reminded that ”this isn’t a five-star luxury hotel.”

That was enough. In my opinion service should be excellent even in budget hotels. I don’t think I will return unless the rates are very attractive. Now they weren’t. I paid almost EUR 200 per night which is a lot for Novotel located far away from city center. Walk plus underground ride took about 20 minutes to London Bridge, and underground tickets also added a good amount of extra cost.

To sum it up, I would stay somewhere else and go to this hotel for a dining experience only. There are so many good hotels in central London.

65 Comments

This review lives in the Novotel London Canary Wharf : super top stay and a big rejuvenation to the Novotel br thread.
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