Novotel London Excel Hotel

Hotel good some of the guests could use some parenting skills but not the hotels fault

A lovely place to rest, relax and have fun

Professional

Very welcoming and comfortable stay

Large room and good bed and shower. Plenty of storage available and all clean. It’s a bit of a faff getting from the car park and entrance to the room as there are two different lifts to deal with. Great view over the river from our room though.

I have stayed at your hotel before and booked two rooms for two nights. Unfortunately the hotel was full of groups attending a dance festival who were poorly behaved. The reception area on Saturday evening sounded and looked like a youth club with teenagers seemingly running riot. I had to call reception during the night as there was a lot of shouting and banging coming from the floor above...I was advised security would be contacted but the noise went on for some time. It’s a shame as hotel is great but more thought needs to be put in to accommodating large groups of guests and managing their behaviour.

Check-in was not that great. At first she could not find my booking although the booking was made 2 months prior. As a platinum member who had already checked-in online the day before, I would have expected a better welcome to be honest. After she finally found the booking, she gave me the “VIP” envelope and that was it. As a first time guest in this hotel, you’d expect better customer service i.e.: the lifts are over there (as a pregnant woman, it was not fun to walk around to find the lifts), breakfast is served from xx time, etc... some sort of welcome/induction... But nothing, I figured it all out by myself! PS: I actually had 2 bookings, one for 2 nights and the other for an additional night. She promised that she would link the 2 bookings so I wouldn’t have to check-in again after the first two nights, but of course she didn’t do that. In the end, I canceled the second booking and I went to the Park Plaza in Westminster Bridge. It was cheaper for the one additional night and their customer service was very impressive. I’m assuming that maybe she was new or she was still in training but if she wasn’t then she definitely needs more supervising/coaching. Anyway, moving on from the check-in experience! The suite was amazing, with a spectacular view of Excel, the Thames and city airport runway! The room was clean-ish except for the stains on the couch... Also when I arrived in the room there was a lovely card with a lovely message for the guest! I say lovely but that’s until I realized that the card was addressed to “Steve”! Huh who’s Steve? Well done Novotel, great way to make your customers feel special, but please get the name & gender right or don’t leave a card at all! In the hotel bar, you have to order at the bar (no table service to take orders)... I find that rather disappointing for a 4 star hotel. Breakfast was OK, nothing special... Come on Accor Group, you can do so much better! I’ve only had great experiences in France but not so much in the UK so far (except for the Pullmann in Kings Cross, that’s a great hotel with amazing/experienced staff!)

Great, been before

Had a really positive experience, rooms were lovely.

Excellent

The hotel was lovely Rooms were clean and I spacious Restaurant food was lovely too

Slightly disappointing compared to other Accor hotels I've stayed in. The towels were think & of poor quality. The room was too hot & the air con didn't seem to work, having the window open meant being woken up by aircraft The sheets didn't seem the usual quality either The bar staff were generally unfriendly to the point of being abrupt but the stag at reception were charming

Room was very nice, though not too big. The bathroom was separated from the room by windows that can be either smoked or see-through. The kids loved that. Staff very friendly, good food and nice spa area. The only minus was that breakfast on Sunday was very overcrowded. Hungry guests would hang around the tables hoping that you would leave soon so that they could take over your table.

Amazing! The room was really clean and nice and the staff couldn’t be more helpful, I’m rubbish with names but there was a lady at Reception who was lovely an absolute credit to the hotel! Can’t wait for our next visit... :-)

Smart modern hotel with friendly staff. Slightly disappointed at the lack of vegetarian menu choices for dinner and lunch.