Novotel Suites Montpellier Hotel

The hotel is clean but the maintenance is slow. I stayed for seven nights during which the second elevator didn't work with the guest's card for all the people in the hotel. So, basically, it was useless since it wouldn't take guests up. I experienced another problem with the safe which was already locked, and it took the staff three days to get a technician to fix the problem (which turned out to be very simple and could have been fixed by simply entering a special sequence of digits). The real problem with the hotel though is the unprofessional staff who really need some sort of customer service training. They often show to the guests that they are overwhelmed with work and that the guest is bothering them with additional requests. I will give a few specific examples. On Friday, Sept. 7 (2018) at around 9:30pm I was working on my computer in the lounge at night, I ordered a cappuccino and the person who was working at the reception told me, "but you have to wait because I need to close the swimming pool first", and I told her "no problem" and I though locking the swiming pool will take a few minutes only. She actually went out and cleaned the swimming pool, came back inside, chatted with another customer, served another customer with beer, made phone calls from her office, used her computer, then she went to make the cappuccino. I had several times made eye contact with her to remind her that I was waiting for the cappuccino, but it didn’t matter to her. She brought the cappuccino after almost 40 minutes of the original order. Of course, at that time, I told her I didn't need it anymore, and she simply said "I am sorry I was late" and she left. The other example was even more extreme. I asked the same staff person for a baby crib in my room since my 3 years old daughter had fallen on the floor from the couch the previous night, and she said in a complaining tone “but you or your husband you have to help me carry it to your room, I can’t carry it alone”. It was so surprising for me that she asks a client to help her do her work, but I said “ok” because I wanted to get the crib for my baby. I also asked her for an iron and iron table, and she said “please help me carry them” and I did. Later on, she actually changed her mind and went by herself to bring the rolling crib and when I asked her if she wants me to come with her for help, she said “no it is ok, I can roll it”. This attitude was not only coming from this person but also the gentleman staff who originally checked me in when I arrived to the hotel, repeatedly showed disrespect. First of all, he asked me to pay the full amount for the seven nights upfront. It seemed weird to me, but I thought that perhaps it was the hotel policy. Second, he didn’t ask me for any identification when checking in and paying for the room, although I am almost positive that he should have verified my identity. I also originally asked him for a baby crib because I anticipated that my 3 years old daughter was going to fall off the couch, but he directly said with an aggressive tone “we don’t provide cribs in the rooms”. This same person also delayed fixing the safe in the room since we originally reported the problem to him, but he didn’t follow up with the technician or with us, so we had to communicate with another staff member to get the problem fixed. One time we asked him for an extra comforter in the room, and he asked me to come down to the reception and get it! My older 12 years old daughter went down, and he kept her waiting for over 15 minutes before he brings a blanket and he told her “we don’t have extra comforters in the hotels, use this blanket instead”!! I have to say that other staff members showed lots of respect and were helpful when asked for a service, but it is enough to have one unprofessional staff member to make you feel unwelcomed in the hotel. What makes things more complicated is that I come from a visible minority, so I wasn’t sure if these two disrespectful staff members were acting this way because of my visible difference, or because they were disrespectful to all hotel guests in general. I hope my length review is helpful for the administration to enhance the quality of the hotel, and please feel free to communicate with me for any follow-up.

The carpets are very marked and just look dirty, the bath panel wasn't fixed in place, there is no 'normal' tea and only one bottle of water provided for a room booked for two people. Also, I'm an Accor Silver member and usually get offered a welcome drink for each person in the room, but this time only one. Overall fairly disappointing for me.

We had an overnight stay only but the hotel was very comfortable and easy to locate.

good location and good stay

Room was quite noisy despite being at the end of corridor. The limited availability and cost of snacks when arriving late was disappointing. On a positive note the room was spacious and comfortable.

The suite was just what was needed, with one room for the kids and a separate one for us. The pool was great, because it was small and just right for a refreshing dip, but not crowded with sunbathers all day. The location was great, maybe 10 minutes from the centre. The staff were friendly and helpful. Really enjoyed our stay. If you want to look at things to improve, the breakfast wsa not good value.

Basically at check-in the staff was nice, but next day morning the staff was kind of rude. At some point I had to wait 20 minutes just to put my luggage for the day because there was one person at reception. also, knowing that I was checking out the next day, I did not expect a knock on my door at 9AM asking if I am leaving and when

Problems with internet but nice and friendly staff... Pool too too too small for kids..

Everything went smooth : hotel is very nice, rooms are spacious and comfortable, staff is welcoming and helpful. The breakfast is really offering a good choice between salt and sweet with large opening hours. The only points that could be worked on is the opening hours of the swimming pool especially during the summer : closing at 8pm is too early and doesn't offer the possibility for a last bath after going out to eat. The other thing is the smoking area : very nice and comfortable just around the swimming pool but closing at 9pm forced us to go out in front of the main door like homeless :) Last thing is : when the booking is for 2 adults in a room, having to access cards would rock.

Very noisy stay - room are not soundproof. The whole night we heard the noises from the neighbors room, slamming doors, noises from the corridor.

Very friendly staff. The suites are recommendable. Place de la Comedie and old city centre only a short walk away. We will certainly return for a third stay, next time we are in Montpellier.

Great, very professional team and service

Incredibly Great staff.