Novotel London St Pancras hotel

"Novotel London St Pancras"

23rd May 2012, TonyBianco_12, Belgrade, Serbia

Location, for our purposes, was excellent, as it was close to relevant public transport.Reception experience was good, though offset by the cramped surroundings due to current reconstruction works. The staff were uniformly super polite!Our bedroom, on the 11th floor, had a superb view over north London. The room was big and light - and quiet, being away from the horribly noisy Euston Road. It was newly furnished and decorated, with lots of space. Nice comfy bed. Usefully long counter for TV and work surface. Small wardrobe (perhaps a bit too small), with the latest type of room safe.However the architect/designer/decorator had obviously not lived there. There was not enough furniture to sit on - just one, hard, low-slung swivel chair. Entirely inadequate for a couple. We asked for a second chair and, commendably fast, were brought a standard-size dining chair with arms - very useful. The room also needed a small occasional table - there was certainly enough space for one (we didn't ask).There was a lot of white wall space, but not a single picture in sight.The bathroom was large and well-equipped except, disappointingly, it had no bath (just a shower) nor bidet. A shelf for toiletries would be have been useful.The room had a mini-bar. The stock was very limited and there was no price list - we didn't use it.We did not use any of the hotel dining facilities which, in our view, were a bit expensive - particularly breakfast, which cost over £15. So we did not use any of it, particularly as the area is so well supplied with food shops and restaurants.Our overall impression: fairly comfortable, very conveniently located, reasonable value for money.

"Return visit"

16th May 2012, NORWICH (Norfolk)

Perfect ending to a Great Rail Journey. The room upgrade was a most unexpected and welcomed surprise. Despite refurbishment of the entrance lobby/reception area/dining room the hotel remains efficient and the staff most obliging in every respect.

Management responseDear guest, I’m delighted to read that you were amazed with the room upgrade. I appreciate your comments regarding our members of staff, they will be glad to read your review. I look forward to seeing you back to our hotel soon. Kind regards, Leon Hachuel Rooms Division Manager
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"Rennovations"

16th May 2012, poppy57, west yorkshire

I have stayed at this hotel on several occaisions previously and found it excellent. Unfortunately there is considerable disruption to the hotel with the ground floor being a virtual building site. There was a lot of noise and work started at 9am on Sunday morning. This was a special occaision for my family and I had booked some time in advance. I wasn't told that rennovations were taking place and would have gone elsewhere if I had known. Also, we had a standard room - I think it is worth paying extra for a superior room.

Management responseDear guest, thank you for your comments on the hotel following your recent stay. We are currently renovating our public areas and I would like to assure you that we are doing our utmost to minimise any disturbance to our customers. I would like to apologise for the inconveniences you experienced in our hotel. I only hope that you can give us a change of staying in our hotel again in the near future. Kind regards, Michael Vocal General Manager
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"A Not Happy Customer"

8th May 2012, Enidan798, London UK

There were major building works in the hotel which I had not been warned about. It was impossible to have any wine or alcoholic drink served when I arrived near midnight, very hungry and needing room service. I was woken early by the chamber maids on several occasions wanting to service the room; their knocking was loud and insistent and because the sound proofing was poor I could clearly hear them doing it to other rooms. With hindsight I should have put a DO NOT DISTURB sign on my door, but even so the knocking was far more intrusive than that I have experienced in other hotels.The room was very cold. Reception should have explained that it is possible to regulate the temperature when I arrived, not when I complained on departure.

Management responseDear guest, I was sorry to read about the inconveniences you encountered during your stay with us. Please rest assured that I have addressed your comments to the relevant departments. I do hope that this experience will not deter you from visiting the hotel again in the future. Kind regards, Pino Dispinseri Food & Beverage Manager
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"Horrible Customer Service"

6th May 2012, pkasst, Seattle, Washington, USA

I booked a room on hotels.com. Soon after I received a cancellation email from Novotel saying there was technical issues. I then went directly to the hotels website to book the room again. When we checked in I asked them to verify that there wasn't a double booking. The employee said there wasn't. When we went to check out another employee noticed the double booking. We didn't have time to take care of it right then since we needed to get to the airport. It took dozens of emails and hours of my time over the past couple months trying to explain to the Reservation Manager the situation. She wasn't able to help me so I asked that she forward it to the General Manager. He kept insisting that I wouldn't receive a cancellation email from the hotel if I booked on hotels.com. It doesn't make any logical sense why I would receive a cancellation email from the hotel if I didn't make a reservation with them. Clearly there was a technical issue somewhere. It was very frustrating to not be heard. The General Manager offered me a 50% refund on one of the reservations "as a gesture of good will". I took it but I think it is unfair that I had to pay for both reservations when it was a technical issue that was not my fault. My colleagues and I have stayed at this hotel before and would have stayed here again. I will be looking for a new place to stay in the future and will not recommend it. It doesn't make sense from a customer service perspective that you would throw away future business in this case.

Management responseDear guest, thank you for your comments. As explained on previous communication, bookings were made through two different channels including a travel agent. This is unfortunately out of our control due to the restrictions of the rate you decided to book. The hotel couldn't replace the business as were not adviced of the double booking in advance. We value you as a customer in our hotel and that's the reason why we decided to offer you 50% refund of the second booking. We are really sorry you feel that way and we can only hope you will give us a chance to welcome you back in our hotel in the near future. Should you require to discuss this matter further, please do not hesitate to contact us directly on 0207 666 9000. Kind regards, Leon Hachuel Rooms Division Manager.
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"Take Care"

22nd April 2012, JC3253, Liverpool, United Kingdom

I have stayed at the St. Pancras Novotel over 200 times, and my business has used it over a thousand times. It is conveniently located, but of only adequate standard, with considerable noise from the Euston Road, and is relatively expensive (typically around £200 per night for a standard room).Last week, for the first time ever, I sought to cancel a room because of ill-health. My initial telephone contact was sympathetic and indicated I could switch my booking (I have to be in London several times per month). Two hours later, however, a manager rang and countermanded that decision, charging me almost £400 for both nights of my booking. Technically they were within their contracual rights. But I also have a choice of where I stay, and they have now also lost several tens of thousands of pounds of future business.

"Wow factor"

21st April 2012, MickShaw14, Oldham, United Kingdom

Our first time at this hotel and will be back again for sure,best room we have stayed in well worth the money and amazing views

Management responseDear guest, I was delighted to see that you had such an enjoyable stay. We are very thankful for your positive feedback. We look forward to seeing you back at Novotel London St Pancras. Kind regards, Michael Vocal General Manager
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"Under Renovation"

21st April 2012, garthjh, Shotley Bridge, United Kingdom

This is normally a good hotel. At the moment it is under renovation with builders everywhere! The available rooms are below normal size and quality and there is a lot of building noise in the day The reception area is a noisy cramped space. They should have closed the hotel during renovation.

Management responseDear guest, I’m really sorry to see that we did not fulfil with your entire satisfaction on your recent stay in our hotel. Please accept my sincerest apologies for the inconveniences you experienced in our hotel. I do hope that this experience will not deter you from visiting the hotel again in the future, where I am confident that you will have a more pleasant stay. Kind regards, Leon Hachuel Rooms Division Manager
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"very good venue"

18th April 2012, none976, York, United Kingdom

Near to ideal but expensive base for short stay in London. Every effort was made to limit the adverse effects of the building alterations in progress.

Management responseDear guest, Thank you for your comments on the hotel following your recent stay with us. I hope you will give us the opportunity to welcome you back again in the near future. Kind regards, Michael Vocal General Manager
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"What, no dressing table"

12th April 2012, Dorset_Dimwit, Sherborne, United Kingdom

a well apointed room with queen (?king) size bed + TV table/work station, writing desk etc. But no dressing table with mirror for ladies to set up their bits and pieces

Management responseDear Guest, thank you for taking the time to let us know about your previous stay at Novotel London St Pancras. I look forward to seeing you back to our hotel soon. Kind regards, Michael Vocal General Manager
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"Comfortable stay and very polite and helpful staff"

12th April 2012, Bradford, United Kingdom

The hotel is undergoing some aterations at present so there was a little noise and disruption but not to disturb our sleep. The food was good and the rooms wr comfortable. My sons did complain of some smell in their bathroom hence the slightly lower rating for cleanliness

Management responseDear guest, I appreciate your comments regarding your recent stay at Novotel London St Pancras. I am glad that you enjoyed your stay in our hotel. I am looking forward to see you back soon. Kind regards, Pino Dispinseri
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"a birthday treat to my self"

11th April 2012

Coming back to london for my mum's birthday and my 42nd birthday from Singapore, I wanted to go clubbing and stay within walking distance to the hotel without the hassle of going back home in the night bus.Novotel St Pancras was the perfect place, just a few minutes from Kings Cross station with so many travel option by bus, tube and overground train.With the accor card I managed to get 50% off rack rates.Back in Singapore now but would definitely go back and stay.the only problem we had was that it was difficult to control the aircon but otherwise it was a nice room, ohh and also there wasn't much TV channels to choose from

Management responseDear guest, thank you for your comments. I am pleased that you had an amazing time celebrating your mother’s birthday in London. It is good to see that your overall experience was a positive one. I hope seeing you back soon in our hotel. Kind regards, Leon Hachuel Rooms Division Manager
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"St Pancras Novotel"

11th April 2012, Birmingham, United Kingdom

Very comfortable hotel despite building work going on. Brilliant views on upper floors and from the glass sided lift. Bedrooms and bathrooms felt very luxurious for the price.

Management responseDear guest, thank you so much for your feedback. I am delighted to see that you had an enjoyable experience in our hotel. Hope to see you again soon! Kind regards, Michael Vocal General Manager
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"Good Hotel, But with Air Conditioning Problems"

10th April 2012, Laguna Niguel, California, USA

The Novotel St. Pancras is a good hotel, with a great location and nice rooms. I have stayed here before for vacations, and I would recommend it. However, there are a couple drawbacks to the hotel that travelers need to be aware of: 1. No Air Conditioning: In my past stays, the air conditioning in the rooms did not work. And again in this stay, I even changed rooms to get one in which the air conditioning would work. Still no luck. What may be the most frustrating is that the Front Desk staff in each case acted as if this was an anomaly – even when on this last visit another guest 2 minutes after me arrived at the front desk to complain about the very same issue. 2. Room Redesign Is Not Functional: The hotel (as of April 2012) is undergoing a major renovation, with all the rooms being redone. I stayed in a renovated room this last visit, and they look very nice, very modern with a 1960s retro “vibe”. However, the bathrooms are not very functional: The are no towel hangers, no hooks to hang things, no shelves in the shower to place items, not even a soap dish at the sink (the soap slides all over the limited sink counter space.) And the lack of the door on the shower means water spraying out into the bathroom floor and the toilet. Not a very functional design.

Management responseDear guest, thank you for your mixed comments regarding our renovated bedrooms. I’m disappointed to see the inconveniences you had regarding the air cooling system, please be assured your comments has been forwarded to our Maintenance Manager who is taking the right steps in order to correct any problem it may have. I do hope that we will have the opportunity to welcome you back to the hotel again in the future. Kind regards, Leon Hachuel Rooms Division Manager
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"Enjoyable stay"

9th April 2012, Norwich.England

We thought the whole stay was very good.Although it would have been nice if you had let us know beforehand you were having substantial building works at the hotel entrance and reception area. The food was first class.

Management responseDear guest, thank you for taking the time to let us know about your stay at Novotel London St Pancras. I would like to apologise for the fact you had not been made aware of our current refurbishment, please rest assured that we are doing our utmost to minimise any disturbance to our customers throughout the renovations. I’m delighted to see that you enjoyed our food! I look forward to seeing you back in our hotel soon. Kind regards, Pino Dispinseri Food & Beverage Manager
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"where not to stay till after refurbishment"

5th April 2012, kate066, dublin

We have stayed at this hotelbefore and it was,untill this time' our favourite hotel but not now. Our room was small and the air conditioning was not working properly, comong through with warm air even thouigh we wanted cold air, it was very hot inside and out.IThe staff were marvellous, but because the hotel was having a makeover for the Olympics they could only say sorry. We were at the front of the building and it was very noisy. not to be recommended at this time.

Management responseDear guest, thank you for your comments on the hotel following your recent stay with us. I would like to apologise for the inconveniences you have experienced in your bedroom. In regards to the renovations, we are currently improving the public areas and bedrooms of our hotel, I am sure you will be able to see excellent improvements very soon. I’m pleased to see your positive feedback about our team, thank you! I hope to see you back soon in our hotel. Kind regards, Michael Vocal General Manager
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"A bad experience"

4th April 2012, JSS2012, Edinburgh, United Kingdom

Tastefully modernised, seemed it would be good, until we encountered the hotel security. Guests in our party were quizzed unreasonably, on arrival back at the hotel we encountered a queue of people waiting to get in while their room cards were checked. Same with us and we were followed to our room. It was like a police state! I will NOT be back and recommend others thinking of using this hotel to give it a miss, find somewhere else!

Management responseDear guest, I would like to thank you for letting us know about your recent stay in our hotel. I would like to apologise if you felt uncomfortable with the way our security officer handled the security checks. As a city centre hotel, we have to have strong security measures in place to ensure the safety of our guests and employees. I hope this experience will not deter you from staying in our hotel again in the future. Kind regards, Michael Vocal General Manager
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"Avoid due to intrusive building work all year 2012"

3rd April 2012, London, United Kingdom

I stay at this hotel at least twice most months for 5+years major building work not mentioned on web site very disruptive no lobby or proper bar or restaurantHotel strong smell of paint and new room design red and light Grey more like a child's play area than a business hotelThe location and staff are great but not fair value now will have to fine an alternative

Management responseDear guest, I’m very disappointed to read that you did not enjoy your last stay in our hotel. We are currently renovating our public areas and I would like to let you know that very soon, you will be able to enjoy our newly and refurbished reception, restaurant and bar. I hope you can give us the opportunity of staying in our hotel in the near future. Kind regards, Leon Hachuel Rooms Division Manager
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"Staying at Novotel"

2nd April 2012, Worting

I have nothing but praise for the quality of service I received and the standard of accommodation I enjoyed. I would always choose Novotel over any other Hotel.

Management responseDear guest, I am pleased to see that you had an amazing time and that your overall experience was a positive one. I hope we will have the opportunity to welcome you again soon. Kind regards, Michael Vocal General Manager
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"Good hotel but new decoration is poor and tacky"

29th March 2012, Coventry

I was placed in one of the newly decorated and "hip" rooms. It looked like one of those pimp my house jobs, putting funky red and gray colours with a lot of mdf and cheap painted wood. Poor design of new bathroom, (in middle of the room) with no venttilation to clear the steam, no plugs for hairdyer in bathroom, generally an odd room. Poor workmanship of the decoration was obvius all round.I miss the stylish light Oak and bright colours of Novotel. Such a shameI can not recommend this hotel, might as well stay in Ibis, or other two star hotels

Management responseDear guest, I was really sorry to see that you didn’t enjoy our new bedrooms. I would like to thank you for your feedback regarding your recent stay with us. I really hope you will give us the opportunity to welcome you back in our hotel again in the near future. Kind regards, Leon Hachuel Rooms Division Manager
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"A disappointment"

23rd March 2012, Paris, France

The hotel is presently under renovation, but there was no indication of this when I booked my room. I am not at all certain I would have stayed in the hotel had I known -- there was dust, and a miserable inadequate place for breakfast and for drinks in the evening. All in all this was not a very good experience, on the basis of which I would NOT recommend the hotel to anyone.

Management responseDear Guest, I have taken your comments on board and I would like to express my sincerest apologies for the inconveniences you have had encountered on your last visit to our hotel. It is our hope you give us a change to stay with us again where I’m sure you will have the opportunity to experience the excellent products and customer service we normally provide. Kind regards, Pino Dispinseri Food & Beverage Manager
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"Novotel Euston"

23rd March 2012, Oxford, United Kingdom

Stayed in 'mock up' of new bedrooms: stylish, comfortable,well appointed. Service good and friendly, despite difficulty of working at temporary reception and all the challenges of a hotel in state of refurbishment.

Management responseDear guest, thank you for your comments on you recent stay at Novotel London St Pancras. I’m delighted to see that you enjoyed our newly refurbished bedroom. I look forward to seeing you back soon to our hotel. Kind regards, Leon Hachuel Rooms Division Manager
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"Great stay tinged with disappointment"

7th March 2012, Mungo88

We love this Hotel, which is very convenient for Kings Cross, where we arrive on the train from Scotland. It is clean and quiet, the rooms are spacious and very well appointed.The panoramic lift is great. What a shame that Accor have stopped accepting Amex for internet bookings (we need the air miles!). They continue to accept Amex in the hotel.!

Management responseDear guest, I’m delighted to see that you really enjoy our hotel. Unfortunately, we are no longer accepting Amex card as a form of pre-payment through our website. However, I would like to let you know that by calling our reservation department on (44) 207 666 9000 you will be able to arrange the payment using your American Express card. I hope you find this information useful and also hope seeing you again soon in our hotel. Kind regards, Leon Hachuel Rooms Divisions Manager
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"Novtel St Pancras"

3rd March 2012, losaltos, glasgow

I have stayed here many times over the last 10 years or so. For both business and pleasure it is very well located, being near Kings Cross and Euston. It is always welcoming and booking through Accor's business facility is very easy (although you have to book a few weeks in advance to be sure of a room). The breakfasts are excellent and set you up noicely for a day's hard work.

Management responseDear guest, I’m delighted to read your comments regarding your stays at Novotel London St Pancras. We look forward to seeing you soon again. Kind regards, Leon Hachuel Rooms Division Manager
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"Novotel StPancras"

2nd March 2012, Hereford, United Kingdom

Restaurant and bar really good-fast and efficient. Really fast and efficient service. Helpful and intelligent staff.Location great for EuroStar- you just walk across- 3 minutes only.Executive room vast- bathroom facilities excellent.

Management responseDear guest, I’m really pleased to read that you enjoyed your stay in our hotel. Thank you for your kind words regarding our members of staff. Kind regards, Pino Dispinseri Food & Beverage Manager
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"Products Manager"

29th February 2012, Hong Kong, China

Location was great to my business travel required thur train station either Euston & St Pancras. Room was clean & desired sizable, It was so convenient of having WI-FI FREE in Room & hope Policy remains to carry forward. it's other one important factor of oversea traveler to select hotel service. In overall, Hotel Service was great of all staff & felt quite sincere to which I would send my appreciation, as it was much much better than my past experience in other hotel such as Premier-inn or Imperial where I used to stay. Just one main point which i was annoyed, Bath Room Shower's Water supply which was too slow & annoyed. Hope it will be able to adjust a bit bigger even it was due to water saving.

Management responseDear guest, I’m happy to read your comments on the hotel following your recent stay. It is pleased to see such a positive feedback regarding our team members I hope seeing you again soon in our hotel Kind regards, Leon Hachuel Rooms Division Manager
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"One night stay in London"

29th February 2012, Kettering, United Kingdom

We were fortunate to obtain a very good room rate for an expensive hotel. It was a special offer in February. Otherwise we could not have afforded the full rate. The hotel was excellent and near to St Pancras Station, our rail terminus.The map showing how to find the hotel was misleading as it appeared that the hotel was on the opposite side of the road to the station. In fact it is on the same side and a very short walk.Wonderful view from the 14th floor via the panoramic lift (middle lift) with viewing area.Look out for special offers and book direct with the hotel or with accorhotels.com

Management responseDear guest, I am happy to hear that you had an enjoyable experience in our hotel. I am looking forward to see you back soon at Novotel London St Pancras. Kind regards, Michael Vocal General Manager
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"Well connected and presented hotel."

29th February 2012, Leicester, United Kingdom

This hotel is so convenient for St Pancras Station and bang next door to the superb British Library. The room was spotlessly clean with a great bathroom. The room and the bed was on the small size - will try their executive room on next visit. The breakfast and service was superb and certainly recommended.

Management responseDear Guest, I would like to thank you for taking the time to let other travellers know about your recent stay with us at Novotel London St Pancras. We hope to see you back soon in our hotel. Kind regards, Pino Dispinseri Food & Beverage Manager
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"Novotel St Pancras"

23rd February 2012, Aachen, Germany

Friendly and helpful staff-nothing too much trouble. A lovely clean room-not always the case in London! Excellent breakfast in a clean dining room, with lots of small tables so that the solo traveler feels welcome.Only two negative points:early morning people "bash" past the bedroom door ensuring you are awake whether you want to be or not-in my case starting around 6.30. This is only the fault of the hotel as in they could do something about the soundproofing of the doors near the lifts. Other guests could of course be more respectful of fellow guests....Secondly:it would be appreciated if the doors had a chain on from the inside. Hotels are no longer as safe as they used to be in many cities and particularly as a female traveler it would be nice to have a bit more security.Very well placed for the Eurostar but also for the fast train north (Scotland). Area around the stations becoming much safer. Tube next door and buses to literally everywhere in front of the hotel.Staff very very very helpful and friendly which has become most unusual in London! Breakfast lovely and fresh with very attentive service.Certainly to be recommended!

Management responseDear guest, I’m glad that overall your experience in our hotel was a positive one, however I would like to apologise for any inconvenience you have encountered during your recent stay with us. Thank you very much for recommending us to other travellers. Kind regards, Leon Hachuel Rooms Division Manager
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