Novotel Moscow City Hotel

Correcta y satisfactoria

Great location, nice facilities, modern and clean room with excellent housekeeping, reasonably priced, all in all good experience

But there is no tooth and shave kit in the room by default.

A new well situated hotel in the heart of Moscow City which was clean, spacious and extra helpful staff.

Usual ups and downs

Delightful with attentive smiling staff

Check in was an absolute nightmare - Julia at the Front Desk did not want to pre-register us when we arrived at 8am, and were asked to go back to the front desk to check back at 10am, 10.30am, 11am, 12pm. When our friend arrived at 11.30am and was given a room on the spot, we went down and was told there was still no rooms, and to check in only at 2pm (guaranteed rooms). When we asked why was our friend given a room over us (we had arrived much, much earlier), just a few of the excuses given were 1) the room happened to be available when our friend arrived, 2) 2 large groups were checking in hence we were not 'priority', 3) we did not check with the front desk every 5 minutes whether there was a room, 4) she can't block a room in the system for us as there were no physical clean rooms available, 5) Housekeeping staff are all old, hence they are slow in turning the rooms around. Julia was not listening and did not have any intention on resolving the issue - just kept on giving excuses which were border-lining on being ridiculous. And while we were trying to explain that we wanted to have the next available room (as should be the case because we have been waiting for a long time), the whole Front Desk team stood by and did not step in to help us explain to her in Russian what we wanted (which was priority for the next available room). On that note, I would like to give a special mention to Ivan, who was THE MOST HELPFUL front desk staff on board the team. On our 3rd try at the Front Desk, he had told us to check back around 11am - 12pm, and he'll arrange for the rooms for us. Unfortunately when we went down at 11.30am, he was out for lunch. Lucky for us, while standing by to wait we spotted him coming back and we were given our rooms (3 in total) on the spot at around 12noon. If it weren't for him, we would've parked ourselves right in front of Julia till 2pm, waiting for our rooms and missed out on our business meetings.

Nice experience and really good hotel for business trip.

1) given a link to check in online 2 days prior to arrival but upon check in NO rooms was available and was told that the room cleaner will only start work at 9am. Will have to wait for the room to clean up. From my understanding, all room cleaning service is 24 hours upon guest check out rooms will need to be clean up for the next guest check in. 2) it is understandable upon guest check in to provide credit card is for deposit include room charge and other expenses incurred during the stay. On my third day of stayed, I am not able to sign my breakfast bill to my room as well as I am not able to access my room due to credit card deposit was insufficient reason being that I did not authorised the hotel to further deduct out of my room charges. Isn't it understandable a credit card presented upon check in is part of the deposit for any expenses incurred and upon check out total deduction? If unsure, cant the counter staff gives a call to the guest to inform them if they can authorised their credit rather than stop the guest to access their room, as well as, unable to sign b/f to the room. (happened on the 21 August) till I complained to the front manager and allowing to authorised all expenses utilised during my stay to my card. 3) On 21 August morning, all the 4 lift were not working. One of my colleagues requested to climb up the stairs (ground floor), but was told that the door access was locked need one of hotel staff to open. I just wonder what if is an emergency and guest in the room need to run down the stairs but the ground floor staircase door was locked. Isnt this under the safety rules of all hotel? 4) Most hotel will provide FIRM pillow upon guest request but was told there is NO firm pillow The room pillow is one of the worst I have accommodated, very soft and I have to bear with the pillow for 6 nights having unsleepness night. I have complained but was told no FIRM pillow.

The stuff was very polite.great location .a few minutes from metro .the breakfast was very tasty .nice and clean room .free mini bar and nesspreso machine. I defiantly will come back to this hotel

Sehr gut

Nice, but slow internet service.

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It was our son's birthday on the day of our stay in Novotel Moscow City. The boy was sent a complimentary cake on the wrong day ( one day prior to his birthday), however, on his actual day of birth it was his mother who received a birthday message from the hotel rather than the birthday boy :-). That was both funny and unprofessional for such a great hotel as Novotel used to be.

The hotel has a very good disable room. Big and very accesible. Breakfast is very good and service excellent