Novotel Rotorua Lakeside

Lovely clean room. Warm and welcoming. Had a fabulous view of the lake. Was able to go to room well before check in time. Buffet dinner and breakfast was delicious. Plenty to choose from. Would definitely stay again.

Location excellent, many rooms have an excellent view. But the service from the manager appalling - was coning off the exit from the entrance semicircle as we drove in, kept her back to us, then walked off. We asked why, told to back up which was back straight, back left, back across road. Saw many others backing after encountering the cones over next 24 hours. Cones were placed for workers the next day, no sign at entrance.nOur lake view disappointing, requested a room change, agreed and told same price, later found out was a cheaper room.nRoom service staff excellent but our room clean somehow forgotten - rang for towels ..., didn't turn up.nThree times out of four no towels at pool or gym.nnPaid parking is outside and free parking adjacent roadside. Told were security cameras, checked, only at entrance and exit and no surveillance of parked vehicles that we could see.nnFelt very sorry for a lovely trainee staff on counter - expect a rapid turnover.nIn all a very disappointing experience for my wife and I for $350+/night.

The location of the hotel is great. Right next to the lake, a huge playground and Eat Street lovely restaurants.nThe hotel itself is a bit tired.nFor the price of the stay, I would have expected a proper shower not a shower in a bath.nMost of the staff were friendly. A few could do with additional customer service training.nThe kitchen staff were lovely. Especially the lady who had loads of requests for cooked egg, and managed to get all of them done with a smile on her face.

I completed online check-in, however the room was not prepared upon our arrival. Had young children and felt extremely fatigued, eager to go to bed immediately upon arrival but was unable to do so. The delay at the Hotel hindered us from carrying out the planned activities for the day, resulting in a wasted day. Many frustrated guests with a similar situation were in line that day. We were instructed to return to the counter after 10 minutes. After waiting for an hour and returning to the front desk several times, we were finally given a room. We were further discouraged when we found out that the room had not been cleaned thoroughly. There was no response when calling the number given for room service. We contacted reception a few times and were informed that someone would assist us shortly, but nobody came to the room. I also went to the front desk and talked to the manager on duty, and he promised it would be completed by the time we return from dinner. Upon our arrival, everything remained unchanged and the Manager had already completed his shift. Feeling let down, we realized no action would be taken, so we all attempted to squeeze into the bed and make it functional in some way. My stay at this Hotel was a terrible experience. The accommodations we reserved earlier were more satisfactory compared to this one. I sent an email to the Manager about the issue on the same day, but I have not received a response until now. This just demonstrates their lack of concern. We had great hopes for Accor Group of Hotels, but our perception has been altered by this experience.

While I had a pleasant stay here, we got off to a rocky start. With the duty manager deciding that he would prefer to take a package to a guests room and leave us standing at the front desk until he returned. The only challenge was that his memory appeared dysfunctional, so we waited and waited while another staff member did. God only knows what, but she certainly could not check if there was room availability for three nights in a premium view suite when asked for some assistance.nnTherefore, as a walk-in, I was seriously unimpressed at your teams training and response to a prospective customer. Especially one that was looking for conference facilities for later this year. I can not stress to your management enough that I would be embarrassed to bring my guests to have the same service level from these two individuals on the front of the house.nnHowever, after waiting for way too long, and watching our man come back only to disappear into an office and close the door behind himself. Another very pleasant lady saved your standards level, who had the right attitude and understood professional courtesy with incoming guests.nnWhile your pool was not active, she offered a discount voucher for the Polynesian spa and found a room with a view of the lake at the end on the fourth floor and helped with our parking details. Neatly cleaning up the rude abrasive introduction.nnIn generalnThe hotel facilities are great. A good gym, in-house spa pools, and cooler main pool with guest towels available and changing rooms. A pleasant cosy bar. I didn't eat here because I wanted to try a number of the local restaurants that are conveniently positioned next door. But the food and drinks looked inviting in a generally a pleasant chilled atmosphere.nnThis location is perfect for an event by the lake, a seaplane air tour to say a hot pool, or volcanic air tour is a walk across the road away or a jet boat blast around the lake is 3 minutes walk away. So a very convenient location for meals and nearby fun filled activities. There was lots of renovations being done while we were staying so it should be looking fresh for this year from what we could see was being done to the finishes. Our room was a bit tired. However, clean and quiet with plenty of room and in room security safe, mini bar and room service as required. An easy place to relax after a fun filled day. However, I recommend make an online booking to avoid my experience that is so disappointing when you are looking forward to a mid week break away.

Directions to Novotel Rotorua Lakeside with public transportation

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