Novotel London Tower Bridge hotel

"Nice hotel let down by barstaff"

30th March 2012, UKExpatinIoM, Isle of Man

With Novotel you get the same good standards at each hotel. This trip let down by the evening barstaff who were clearly involved in a relationship and couldnt keep their hands off each in front of the customers!

Management responseWe would like to thank you for taking the time to comment your stay online.I am of course pleased that you liked our hotel but I am also very concerned about your comment on our bar staff. I will personally investigate this matter and make sure such behaviour won't be repeated. Thank you very much for your feedback on this matter and we look forward welcoming you in our hotel for your next stay. Kind regards, Christophe Pfeilstücker, Operations Manager
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"great stay in london"

29th March 2012, peevi, Harderwijk, The Netherlands

spent a great weekend at this hotel, close to metro station tower hill. upon arrival (10am) we could already use our room and were offered a great upgrade. friendly staff, great location!

Management responseDear Guest, Thank you for taking the time to post your feedback online. I am very pleased to read that you have enjoyed your stay with us, finding our location very convenient and that you appreciated your room upgrade. I am also happy to see that once again, the friendliness and efficiency of our staff made the whole difference.Again, thank you very much for your positive feedback and we look forward welcoming you in our hotel for your next stay.Kind regards, Christophe Pfeilstücker, Operations Manager
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"Business Visit"

25th March 2012, Muscat

The location is ideal and fantastic for the Insurance Business Visitor. All The major prtners are located within walking distance.The internet connection is poor. The food choice for vegetarians is almost non-existent.The rooms are decent size and the temperature maintained is comfortable.The WC could do with a Bidet and/or hose/shower for cleaning.Regards,

Management responseWe would like to thank you for taking the time to comment your stay on Tripadvisor.We are pleased that most aspects of your stay were at your satisfaction and we will use your comments to improve even more the overall experience to all our customers.Again, thank you very much for your feedback and we look forward welcoming you in our hotel for your next stay. Kind regards, Christophe Pfeilstücker, Operations Manager
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"Lovely Stay"

23rd February 2012, Grimsby, United Kingdom

Excellent stay. Rooms were upgraded free on arrival as there was some work being done. I have to say this did not cause any problems and we had a very enjoyable stay. Room was lovely, and service very good.

Management responseDear Guest,Thank you for the brief yet very complimentary feedback regarding your last stay with us. I was very happy to see that you rated us 5 stars throughout and was not affected by the refurbishment works which I must add have now been completed. We look forward to welcoming you and your friends back to the hotel soon. Kindest regards, Dominic Sauls, Operations Manager
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"Novotel London Review"

22nd February 2012, Bristol, United Kingdom

Overall much like any Novotel, reliable and consistent quality. Location good and room fine for 4 (two children under 12 too). Make sure you get a rate including breakfast mind to avoid getting stung for £15 per head (adults only) like we did.Ipod plug in didn't work and Novotel ought to put proper coffee machines in all rooms.

Management responseDear Guest,Thank you for taking the time to post your review on Tripadvisor. As always very happy to read that you found the location great and the room suitable to your requirements, but disappointed that you did not find our large selection of hot and cold buffet breakfast items value for money. I have also noted your feedback regarding the ipod plug and have asked my maintenance team to check that all are in good working order. We look forward to welcoming you and your family back to the hotel soon. Kindest regards, Dominic Sauls, Operations Manager
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"Good hotel, but expensive"

20th February 2012, Reykjavik, Iceland

This hotel is very good, but also a bit expensive. The staff is very friendly and helpful. The bar is very good and the breakfast is also very good.This hotel is however rather expensive.

Management responseDear Guest,Thank you for taking the time to post your comments on Tripadvisor. I was very happy to read that you found the service friendly and helpful and enjoyed our food and beverage offering. I would like to highlight that we do offer very competitive rates, should you book in advance or take advantage of our many offers on our branded websites. Thank you once again for the feedback and we look forward to welcoming you back soon. Kindest regards, Dominic Sauls, Operations Manager
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"weekend stayover in london"

8th February 2012, Amsterdam, The Netherlands

Hotel ok , typical for a novatel, Very disapointed on arrival with check in experience. Receptionist insisteded on inspecting passport, even though we were obviously english and with a platinum A card. If i hadnt prepaid for the hotel, personally i would have walked out with the attidude of that one person

Management responseDear Guest,Thank you for taking the time to post your feedback on Tripadvisor. I was very disappointed to read your comments and would very much appreciate it if you would contact me on 020 7265 6000, to discuss the matter in detail. I am sincerely sorry that you did not feel welcomed by my staff member and hope to hear from you soon so that we may be given the opportunity to welcome you back to our hotel. KIndest regards, Dominic Sauls, Operations Manager
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"Two Disappointing Days"

31st January 2012, Hereford, UK

Two poor nights in this seriously overheated hotel. The control that looked like air conditioning was nothing of the sort and I struggled to get the temperature below 26deg C! There was added noise if Iopened the window or used the fan provided. My Favourite Guest card produced a "free upgrade" to Executive but this was serioously misleading. It may have been a slightly larger room but but the usual Executive goodies had been stripped out - no bathrobe, no complimentary water, no coffee machine. This has never happened at any other Accor hotel.

Management responseDear Guest,Thank you for taking the time to post your comments on Tripadvisor, I have noted that you found the room too hot, which I was surprised by as we have programmed our rooms to be between 21 and 23 degrees with the cold weather we are experiencing at present. I would like to highlight that the complimentary upgrade is an entitlement subject to availability in the hotel and unfortunately on this occasion we did not have any executive rooms available, but we were still able to offer you the new Next Generation bedroom. I was disappointed to read that you rated us with one star and did not consider other elements of your stay. Thank you once again for taking the time to feedback to us. Kindest regards, Dominic Sauls, Operations Manager
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"Good Find"

27th January 2012, Halstead, Essex, UK

Four of us arrived together and had a very positive first impression. Friendly and helpful receptionists - and our rooms available earlier than we had thought.We stayed in 'standard' and each couple found the size perfectly acceptable with perhaps only the (separate) loo being a little small. All amenities present and were in good condition.Very pleasant bar and food service staff and a good variety at breakfast (worth booking). All staff gave a level of service which felt personalised - a good attribute in a large hotel. All 6 of us would look to stay there again especially as it is so central to an interesting part of London.

"First time stay"

17th September 2011, Rothesay, United Kingdom

Attentive and friendly professional staff, comfortable well equiped room with instant hot water, no waiting for lifts, situated in a quiet street, and an easy walk to restaurants, the Tower and the City.

Management responseDear Guest,Thank you for a brief yet detailed account of your stay with us. We look forward to welcoming you back to the hotel soon for either a business or leisurely stay. Kindest regards, Dominic Sauls, Operations Manager
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"Excellent Stay"

12th September 2011, Brisbane, Australia

The hotel was very good from all aspects, very modern and clean. Very close to good sight seeing places such as the tower bridge and london tower. The proximity to the train transport was also excellent. The only down side is that breakfast has to be timed right or there might be a 10 minute wait for a table.

Management responseDear Guest,Thank you for taking the time to post your comments on Tripadvisor. It is always great to read that you found the hotel clean, modern and the location excellent. I have also noted your comments regarding the breakfast. We look forward to welcoming you and your family back to the hotel soon. Kindest regards, Dominic Sauls, Operations Manager
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"Arrogant service, poor value"

8th September 2011, Brussels

The front desk staff were arrogant, claimed that we had extras to pay compared to the initial reservation but that was wrong. They treated us with absolutely no respect. We were put in an executive room (I have a gold loyalty card with Accor). The room was large and ok in design. Mattress was as hard as a plank and a window from the bathroom would light up the entire room each time someone went to the toilet. Internet is overpriced and there is only limited access (20 min/day) on 2 computers in the lobby which have queues the whole day. Breakfast is a shame for the price (cardboard bacon) and staff giggled when we complained. Hotel is located far from main London attraction and is not to recommend for tourists. We did not meet a single british member of staff and all without exception were unhelpful, arrogant and disrespectful. Our worst ever stay in London

Management responseDear Guest,Thank you for taking the time to share you feedback online, I am very sorry that the service from my team did not meet your expectations. Concerning your remarks about not having British staff serving you during your stay, I would like to emphasise two things: London is the most cosmopolitan city in the world, which has a rich diverse multicultural society and Novotel as a brand, we are proud that our teams reflect this rich multiculturalism, employing staff from around the world. I would also like to add that our English members of staff do make up the largest part of the group in the team and and it is unfortunate that you were not served by any of them. The majority of very positive reviews on Tripadvisor reflects the level of service and quality we have come to pride ourselves on and I am sorry that this has not been your experience. Kindest regards, Dominic Sauls, Operations Manager
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"Great stay"

8th September 2011, The Hague, The Netherlands

initially picked the hotel for it's close proximity to tower hill tube station, unfortunately it was closed for the weekend we were there. Then the day we picked to catch the tour bus the city was shut for pushbikes. Thank goodness for a comfortable clean hotel with lovely breakfast and quiet rooms. The rooms and beds clean and comfortable but not a lot of extra room when sofa bed in use.

Management responseDear Guest,Thank you for taking the time to share your experiences online. I was happy to read your comments regarding the breakfast you enjoyed and that you found the hotel clean, comfortable and quiet during your stay. We look forward to welcoming you and your family back to the hotel soon. Kindest regards, Dominic Sauls, Operations Manager
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"Good location, reasonable price."

1st August 2011, Hong Kong

Being right next to a Tube station and a tourist attraction is great. Price is reasonable for booking much in advance. The room for a family of four was small compared to another hotel of the same price. No complimentary wifi either. Not one of my favourites, not the worst either. Hard to find food nearby if you don't want to eat at the hotel. Recommend if like to stay right next to the circle line.

Management responseDear Guest,Thank you for taking the time to post your feedback online. I am sorry that the size of the room did not meet with your expectations, but I would like to highlight that our room sizes are amongst the largest you will find in London. I have also noted your comments regarding the wifi. Thank you once again for your feedback. Kindest regards, Dominic Sauls, Operations Manager
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