Novotel Singapore on Stevens

I am writing this review with profound disappointment after my recent 3 night stay at Novotel on Stevens, which I had hoped would be a comfortable respite following a late night flight into Singapore. Extremely regrettably, my experience fell drastically short of expectations of an established four-star hotel brand. My flight delayed hence I only arrived at the hotel at 12am. Exhausted and eager to rest, I was met with a front desk process that took around 30 minutes to complete, which was long enough for me to place an order with McDonalds and collect it from Grab. Such inefficiency was unfortunate, but the frustrations had only just begun. The room assigned was simply unfit for occupancy. The shower and sink dispensed only scalding jot water making it impossible to take a shower and freshen up after a long journey. After complaining to a staff, it took 20 minutes for an engineer to arrive, only to confirm that it could not be fixed. Another 30 minutes later, I was informed that the hotel was fully booked and unable to relocate me until the next day’s checkouts. By this time, it was nearly 3am leaving me trapped in a sweltering filthy room with no recourse. Equally intolerable was the complete lack of air conditioning. The air conditioner was utterly dysfunctional and decoration only. When set to “cool”, the unit would inexplicably be pre-set to 30 degrees, higher than the nighttime temperature. While “heat” mode was somehow pres-set to 25 degrees. Despite my attempts to adjust it, only mild room temperature air trickled out. Miracle did not happen, and the room remained like a sauna throughout the night, noticeably hotter than the outside corridor… combined with Singapore’s weather and humidity, this turned what should have been rest into unbearable discomfort. One would have thought cleanliness is a fundamental expectation - but it was glaringly absent. Layers of dust coated surfaces, and shower area teemed with tiny grey/transparent small insects…. an unsettling sight in any setting, let alone a hotel of this caliber. The filtered drinking water tap was also non-functional (only droplets coming out). What compounded the ordeal was the hotel’s shocking indifference to accountability and my experience. The hotel changed my room after I returned to the hotel at night on the second day, as they could not do so in the morning before hotel’s checkouts. After enduring this nightmare, I repeated requested for a refund for the first night. I called their operators on my first, second, third nights, each time they parroted the same script: they would “discuss with higher management” but provided no timeline, solution or follow up. It was only hours before my flight back to Hong Kong and upon my repeated chasing that I received a verbal reply for refund. That was far too late to salvage any good will. The reluctance to address a legitimate grievance let alone compensate for such a catastrophic stay reflects a complete disregard for customer dignity. I am unable to recommend this hotel to any traveler. Although Novotel has now (finally) confirmed the refund of my first night at that room, which is the bare minimum - my experience will be forever remembered as deeply regrettable.

Room was great, very spacious & comfortable. Breakfast was full of variety & delicious. Had an enjoyable time staying.

Is a long wait during check in ,less manpower . The breakfast is a let down as food is not hot enough ..the porridge ,the bacon the egg .. The choice of selection is limited for breakfast.

Very happy with the hotel. Excellent shuttle to Orchard which was very convenient. Breakfast is missing a few things but aside from that it was fairly sound.

Good location near Orchard road and shopping area.

Amazing! Fast check in and check out. Clean and neat. Smells good. Spacious