Novotel Suites Hamburg City

Nice hotel with a good location in the city. Staff is very helpful and friendly and most amenities are nearby.

I was expecting the same quality I've had in other Novotel Missing blinds, shower and lavatories soap missing since our arrival and never replaced. I need to buy in a close market. Housekeeping didn't even collected used glasses or vacuum the floor. Used towels left under the restroom cabinet. Rooms really need to be updated Disappointed

At check in on a Sunday evening I parked outside in the street and went in to ask where to park my car. I was asked if I will stay at the hotel. Is the parking really a secret kept for guests only??? It was then a story on how to pay the parking. I gave my name and she found my booking. I could then park. We went up to the reception and I guess that 10 minutes has passed. I was asked my name again and she could not find my booking. She had arranged the check in while we parked but apparently forgot that and me while I parked. As I am asked to, and normally do, I presented my ACCOR membership card. It was treated like something the cat drag it. A short look and I was told that she did not need it. I hope for an upgrade, maybe is what not available. But I normally get a welcome drink coupon but not here. I asked if breakfast was included, it was not. Fine, no problem. I was not even asked if I would like to include breakfast. If I was the manager, I would instruct my staff to try to sell in more services, for example breakfast to guests. On the second day I asked the front desk if he could suggest a large supermarket somewhere in Hamburg? There is a Lidl 200m from the hotel, which we had visited but it was rather small. He suggested this Lidl shop and I asked if there is not another one in Hamburg that is larger? The answer was a bit of a surprise: -No they are all the same size. End of discussion as he walked away. Google helped us out and we drove to a big supermarket, turned out that not all supermarkets are the same size. The rooms where warm, but it is summer so nothing else to expect. But the plastic walled toilet and shower room does not give a quality impression. I have seen this kind at low budget Formula One hotels before but did not expect them in Novotel. This is a Novotel Suits hotel with microwave and a fridge. I guess we should be able to heat food and have a simple meal in the room. There is not a single piece of utensils in the room. I went down to the breakfast, the one we apparently was not welcome too, and borrowed knife, fork and a spoon. By the way, thanks for the 1 bottle of water for our 3 nights stay. If I should rate this Novotel against others I stayed at, it has turned out to be quit some, This one will be on the very last spot.

So let's start with the positive . The rooms are spacious and although not as up market as most novotel hotels provide something different for upto 3 people who want a bit of an ability to self cater . Rooms were cleaned very well daily , showers are good and beds comfy. The not so good parts are the admin/ communication with the hotel. Emails not answered lead to issues with booking despite me confirming my requirementsbefore artival. My bill also seem to rise by 80eur when it was sorted and hence I'm disputing that , but as per previous attempts getting a response out of the hotel for even a copy of my invoice seems impossible . I don't know if this is a language issue or a staff issue , but as a customer I feel ripped off, out of pocket and very unhappy . So 2 stars for a OK room and zero stars for e2e customer service and possibly my worse experience so far of any novotel I have stayed at