Novotel Lisboa 4 stars

Customer review rating (ALL Rating) 4.1/5 2,140 reviews

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Avenida José Malhoa 1 1A, 1099-051 LISBOA, Portugal

Description

Hotel extras

  • Hotel in Lisbon for families and business travelers alike.

  • Outdoor swimming pool, for an even more relaxing stay

  • Extremely spacious rooms for a comfortable stay

  • Fitness center open 24 hours a day, for maximum convenience.

  • Eight event spaces in Lisbon, with coworking area.

Our accommodation(s)

See availabilities

Spacious and comfortable double room overlooking the Águas Livres Aqueduct, with queen-size bed and all the amenities to relax and enjoy a great night's rest.

Max. number of persons
2
Area
From 27 m² / 290 sq ft

Bedding

Double bed(s) x1

Single sofa bed(s) x1

Baby crib on request

Food And Beverage

Food And Beverage Facilities

  • Coffee/tea making facilities
  • Kettle
  • Free in Room Mineral Water

Bathroom

Bathroom Facilities

  • Hair dryer in bathroom

Media And Technology

Complementary elements

  • Radio

Internet Facilities

  • Data port in room
  • RJ 45 Outlet
  • Wireless internet in your room

Tv Facilities

  • Satellite/cable colour TV

Service And Equipment

Accessibility And Security

  • Alarm clock
  • Audible smoke alarms in rooms
  • Dead bolt in rooms
  • Emergency info in rooms
  • Keycard-operated door locks
  • Room interior entrance only
  • Safe deposit box in room
  • Security Peephole
  • Self-closing rooms
  • Smoke alarm in room

Comfort Features

  • Alarm clock
  • Blackout Facilities
  • Double Glazing
  • Soundproof room

Electric Facilities

  • 220/240 V AC

Room Services

  • Automatic wake up call
  • Breakfast in bed
  • Operator wake up call

Temperature Air Control

  • Air Conditioning

Working Area

  • Business Desk
  • 2 pers. max
  • 27 m² / 290 sq ft
  • Bedding 1 x Double bed(s) and 1 x Single sofa bed(s)
See availabilities

To ensure personalized comfort, superior room with two single beds and one sofa bed. Options to suit all preferences, with a spacious, modern, and welcoming environment.

Max. number of persons
2
Area
From 27 m² / 290 sq ft

Bedding

Single bed(s) x2

Baby crib on request

Food And Beverage

Food And Beverage Facilities

  • Coffee/tea making facilities
  • Kettle
  • Free in Room Mineral Water

Bathroom

Bathroom Facilities

  • Hair dryer in bathroom

Media And Technology

Complementary elements

  • Radio

Internet Facilities

  • Data port in room
  • RJ 45 Outlet
  • Wireless internet in your room

Tv Facilities

  • Satellite/cable colour TV

Service And Equipment

Accessibility And Security

  • Alarm clock
  • Audible smoke alarms in rooms
  • Dead bolt in rooms
  • Emergency info in rooms
  • Keycard-operated door locks
  • Room interior entrance only
  • Safe deposit box in room
  • Security Peephole
  • Self-closing rooms
  • Smoke alarm in room

Comfort Features

  • Alarm clock
  • Blackout Facilities
  • Double Glazing
  • Soundproof room

Electric Facilities

  • 220/240 V AC

Room Services

  • Automatic wake up call
  • Breakfast in bed
  • Operator wake up call

Temperature Air Control

  • Air Conditioning

Working Area

  • Business Desk
See availabilities

Spacious family room with capacity for an entire family in comfort. Queen-size bed, sofa bed, bathroom, and modern amenities for a worry-free stay and a well-deserved rest.

Max. number of persons
4
Area
From 27 m² / 290 sq ft

Bedding

Double sofa bed(s) x1

Queen size bed(s) x1

Baby crib on request

Food And Beverage

Food And Beverage Facilities

  • Coffee/tea making facilities
  • Kettle
  • Free in Room Mineral Water

Bathroom

Bathroom Facilities

  • Hair dryer in bathroom

Media And Technology

Complementary elements

  • Radio

Internet Facilities

  • Data port in room
  • RJ 45 Outlet
  • Wireless internet in your room

Tv Facilities

  • Satellite/cable colour TV

Service And Equipment

Accessibility And Security

  • Alarm clock
  • Audible smoke alarms in rooms
  • Dead bolt in rooms
  • Emergency info in rooms
  • Keycard-operated door locks
  • Room interior entrance only
  • Safe deposit box in room
  • Security Peephole
  • Self-closing rooms
  • Smoke alarm in room

Comfort Features

  • Alarm clock
  • Blackout Facilities
  • Double Glazing
  • Soundproof room

Electric Facilities

  • 220/240 V AC

Room Services

  • Automatic wake up call
  • Breakfast in bed
  • Operator wake up call

Temperature Air Control

  • Air Conditioning

Working Area

  • Business Desk
See availabilities

Adapted and comfortable room designed for total autonomy and well-being of guests with reduced mobility. Ample area, full accessibility, and every detail for peaceful and worry-free stays.

Max. number of persons
2
Area
From 27 m² / 290 sq ft
Accessibility
Accessible room

Bedding

Double bed(s) x1

Baby crib on request

Food And Beverage

Food And Beverage Facilities

  • Coffee/tea making facilities
  • Kettle
  • Free in Room Mineral Water
  • Mini BarAdditional charge

Bathroom

Bathroom Facilities

  • Hair dryer in bathroom

Media And Technology

Complementary elements

  • Radio

Internet Facilities

  • Data port in room
  • RJ 45 Outlet
  • Wireless internet in your room

Tv Facilities

  • Satellite/cable colour TV

Service And Equipment

Accessibility And Security

  • Alarm clock
  • Audible smoke alarms in rooms
  • Dead bolt in rooms
  • Emergency info in rooms
  • Keycard-operated door locks
  • Room interior entrance only
  • Safe deposit box in room
  • Security Peephole
  • Self-closing rooms
  • Smoke alarm in room

Comfort Features

  • Alarm clock
  • Blackout Facilities
  • Double Glazing
  • Soundproof room

Electric Facilities

  • 220/240 V AC

Room Services

  • Automatic wake up call
  • Breakfast in bed
  • Operator wake up call

Temperature Air Control

  • Air Conditioning

Working Area

  • Business Desk
See availabilities

Triple room in Lisbon in a modern and comfortable hotel, close to Praça de Espanha. Everything you need for a great stay, with one queen-size bed, one sofa bed, TV, and WiFi.

Max. number of persons
3
Area
From 27 m² / 290 sq ft

Bedding

Double bed(s) x1

Single sofa bed(s) x1

Baby crib on request

Food And Beverage

Food And Beverage Facilities

  • Coffee/tea making facilities
  • Kettle
  • Free in Room Mineral Water
  • Mini BarAdditional charge

Bathroom

Bathroom Facilities

  • Hair dryer in bathroom

Media And Technology

Complementary elements

  • Radio

Internet Facilities

  • Data port in room
  • RJ 45 Outlet
  • Wireless internet in your room

Service And Equipment

Accessibility And Security

  • Alarm clock
  • Audible smoke alarms in rooms
  • Dead bolt in rooms
  • Emergency info in rooms
  • Keycard-operated door locks
  • Room interior entrance only
  • Safe deposit box in room
  • Security Peephole
  • Self-closing rooms
  • Smoke alarm in room

Comfort Features

  • Alarm clock
  • Blackout Facilities
  • Double Glazing
  • Soundproof room

Electric Facilities

  • 220/240 V AC

Room Services

  • Automatic wake up call
  • Breakfast in bed
  • Operator wake up call

Temperature Air Control

  • Air Conditioning

Working Area

  • Business Desk
See availabilities

Executive Room with minibar, coffee machine, bathrobe, amenities and welcome accessories, for total comfort, well-being and feeling truly at home in Lisbon.

Max. number of persons
2
Area
From 27 m² / 290 sq ft

Bedding

Queen size bed(s) x1

Single sofa bed(s) x0

Baby crib on request

Food And Beverage

Food And Beverage Facilities

  • Coffee/tea making facilities
  • Kettle
  • Free in Room Mineral Water
  • Mini BarAdditional charge

Bathroom

Bathroom Facilities

  • Hair dryer in bathroom

Media And Technology

Complementary elements

  • Radio

Internet Facilities

  • Data port in room
  • RJ 45 Outlet
  • Wireless internet in your room

Tv Facilities

  • Satellite/cable colour TV

Service And Equipment

Accessibility And Security

  • Alarm clock
  • Audible smoke alarms in rooms
  • Dead bolt in rooms
  • Emergency info in rooms
  • Keycard-operated door locks
  • Room interior entrance only
  • Safe deposit box in room
  • Security Peephole
  • Self-closing rooms
  • Smoke alarm in room

Comfort Features

  • Alarm clock
  • Blackout Facilities
  • Double Glazing
  • Soundproof room

Electric Facilities

  • 220/240 V AC

Room Services

  • Automatic wake up call
  • Breakfast in bed
  • Operator wake up call

Temperature Air Control

  • Air Conditioning

Working Area

  • Business Desk
See availabilities
See availabilities

Hotel location

Novotel Lisboa

Avenida José Malhoa 1 1A
1099-051 LISBOA
Portugal

GPS:38.736981, -9.163274

Telephone
+351 21 724 4800

Calls to a national
fixed network

Fax +351 21 724 4801

Access and transport

Hotel services

Check-in from - Check out up to

On site
  • Swimming pool
  • Car park
  • Pets welcome
  • Restaurant
  • Wheelchair accessible
  • Wi-Fi
  • Air conditioning
  • Breakfast
  • Bar
  • Meeting rooms
  • 100% Non Smoking Property
  • Room service
  • 249 rooms
  • 3 rooms for people with reduced mobility
  • 47 family rooms
  • 10 connecting rooms
  • 249 non-smoking rooms
  • 10 floors

Languages spoken at the hotel

  • Brazilian
  • English
  • Spanish
  • French
  • Portuguese

Reduced mobility Facilities

100% Non Smoking Property

Elevator to all floor

Laundry / Valet Services

  • Dry cleaning / Ironing
  • Laundry / Valet Services Additional charge
  • Dry cleaning / Ironing Additional charge

Wi-Fi

  • High Speed internet
  • High Speed WiFi
  • WiFi at the hotel
  • WiFi in the communal areas

Air conditioning

Desk equipment available

  • Shoe shine machine
  • Umbrellas

Safe deposit box at reception

  • Safe deposit box at reception

Check In & Check-out facilities

  • Express check-out
  • Late Checkout

Pets

Pets allowed Additional charge

Catering

One Restaurant

One Bar

Room service

  • Cold snacks
  • Hot meals

Breakfast

  • Buffet Additional charge

Business

6 Meeting rooms

Family

Babysitting on request

  • Babysitting on request

Services for children

  • Outdoor playground for children
  • Play area

Well-being

swimming pool

  • Outside
  • On site
  • On site
  • Indoor parking
  • Private
  • 58 parking spaces

  • Parking pricing: 12.00 € 12 EUR Per day

A BICICLETA RESTAURANT

Photo out of - A BICICLETA RESTAURANT

Embark on a sensory journey through the flavors of A Bicicleta, a comfortable and spacious restaurant and venue to savor and enjoy the very best the city has to offer.

Cooking style
International
Capacity
60
Accessibility
Accessible service
Avenida José Malhoa 1 1A, 1099-051 Lisboa, Portugal
Telephone +351 21 724 4824
Menu PDF
Find out more and book
Opening hours
Monday
  • -
Tuesday
  • -
Wednesday
  • -
Thursday
  • -
Friday
  • -
Saturday
  • -
Sunday
  • -
Subsequent opening hours

Other informations

Services

  • Air conditioning
  • Wheelchair access
  • Free Wireless internet (WiFi)
  • Booster Seats available (for Baby)
  • Non Smoking Area
  • Terrace
  • Meals by the swimming Pool
  • Takeaway Meals
  • Musical Atmosphère

Payment

  • Cash
  • Credit card

Credit cards

  • American Express
  • Mastercard
  • Visa

Accommodate food

  • Children menu
  • Gluten-free menu
  • Salt-free menu
  • Vegetarian menu

Embark on a sensory journey through the flavors of A Bicicleta, a comfortable and spacious restaurant and venue to savor and enjoy the very best the city has to offer.

Book

Bar A Bicicleta in Lisbon serves a selection of drinks and snacks in a welcoming atmosphere, ideal for relaxing after a hard day, either alone, with family, friends, or in a professional setting.

Start the day with a buffet breakfast to awaken your senses. Traditional Portuguese specialties, international options, and a varied selection of fresh, high-quality products for all tastes.

Our guest reviews

Our guest reviews

100% genuine reviews from our guests

Find out more

ALL Rating  4.1/5  2,140 reviews

Customer review rating 4.5/5

Maximilian K. Couples - Confirmed reviews ALL

Customer review rating 4.0/5

Seredyuk R. Business - Confirmed reviews ALL

Customer review rating 5.0/5

Malik Y. Business - Confirmed reviews ALL

Customer review rating 5.0/5

Guido D. Families - Confirmed reviews ALL

Customer review rating 4.0/5

Augusta E. Families - Confirmed reviews ALL

Customer review rating 5.0/5

Padraig M. Couples - Confirmed reviews ALL

Excellent staff , friendly and great rooms.

Customer review rating 4.5/5

Maximilian K. Couples - Confirmed reviews ALL

The Hotel location is not the best but with a taxi it's very cheap to go everywhere so it's not a big problem. Even though planes are directly flying over you don't hear much cause the noise isolation is well. The rooms are modern and recently renovated. I got as Diamond an upgrade to executive floor and 5pm late check out what I appreciate. The staff is friendly! The only thing I have to criticize is the bed. The mattress is uncomfortable and the pillows are horrible. Probably not even down pillows. Very cheap quality.

Customer review rating 4.0/5

Seredyuk R. Business - Confirmed reviews ALL

Nice and comfortable hotel for business trip.

Customer review rating 5.0/5

Malik Y. Business - Confirmed reviews ALL

I had a wonderful stay at Novotel Lisbon and truly appreciated the warm hospitality from the moment I arrived. I was welcomed with a lovely personalized note in my room, along with chocolates, cherries, and fresh fruits. It was such a thoughtful gesture and made me feel genuinely valued as a guest. The room was spacious and comfortable with a beautiful view, and the breakfast was excellent with a great selection and quality. A special appreciation goes to the entire staff. Everyone I interacted with was friendly, professional, helpful, and always willing to accommodate my requests. Their attitude and hospitality made my stay even more comfortable. Having stayed in many hotels around the world, I can honestly say that the comfort and service here made me feel almost like I was staying in a good hotel back in Dubai. Thank you to the entire Novotel Lisbon team for such a memorable experience. I will definitely choose Novotel again whenever I return to Lisbon. Highly recommended!

Customer review rating 5.0/5

Guido D. Families - Confirmed reviews ALL

The staff in the hotel is super, very friendly and helpfull. Location of hotel is good, delicious fresh breakfast and comfortable room, the pool is also very nice to relax.

Customer review rating 4.0/5

Augusta E. Families - Confirmed reviews ALL

Beautiful. My boys enjoyed their stay. Good for family.

Dear Augusta, First of all, we would like to thank you for choosing Novotel Lisboa and for taking the time to share your experience with us. We are delighted to know that you enjoyed the comfortable stay and our interiors, and especially that your kids had a lovely time. It is wonderful to hear that you found our hotel well suited for families. We hope to have the pleasure of welcoming you and your family back to Novotel Lisboa in the future. Best Regards, Emilsil Chirara Front Office Novotel Lisboa

Customer review rating 2.5/5

Helen F. Friends - Confirmed reviews ALL

Breakfast queue and seating area very noisy and like a beehive. Coffee machines very slow. Croissants dry. Pillows tough and uncomfortable. Bedroom windows do not open so no natural breeze/air. Very few clothes hangers.

Customer review rating 1.5/5

Franziska F. Families - Confirmed reviews ALL

Had to pay stay a second time despite pre payed booking. Room small and too hot and the hotel wasn't able to provide the requested hair dryer. Breakfast room not clean cover of chairs with many spots

Customer review rating 5.0/5

Louise K. Families - Confirmed reviews ALL

Apart from the flooding of the pool areas our stay was fantastic. Although other reviews moan about the aircraft going over our kids really loved it.

Customer review rating 0.5/5

Bassam A. Families - Confirmed reviews ALL

The first time I’m disappointed with Accor for the last 15 years traveling with them I’m always impressed with the quality and the fact at this time traveling with my family they don’t want to use the bathroom it’s so stinky and smells like no one clean it for one year as soon as you get to shower smells like urine

Customer review rating 3.0/5

Naveen K. Families - Confirmed reviews ALL

supervisor of this hotel is not CUSTOMER centric, i paid 125E for early check[10am] in unfortunately out of my control the airport n clearance took long n we came at 3pm, the supervisor didn't agree re-imburse or even give us breakfast voucher or cover car park fee for time we stayed. Drinking water was always lacking attention or ran out had to wait hours, Staff Diana was super helpful, tried convincing the supervisor but the lady was not agile, which is not a good approach for a tourist spot. rooms were clean n modern but aisle needs better lighting to walk thro especially when u have kids its too dark

Dear Mr. K., Thank you for sharing your feedback. We are glad to know that you found the hotel family-friendly, close to the airport, and that you appreciated the clean, modern rooms and the pool. We are sorry, however, that your arrival experience did not meet your expectations, particularly regarding the early check-in situation and the way this was handled. We also take note of your comments about the water refill point and the corridor lighting. Your kind words about Diana are much appreciated, and we will be sure to share them with her. We regret that your stay was not fully satisfying and hope to have the opportunity to provide a better experience in the future. Kind regards, Carolina Haubrich Novotel Lisboa

Customer review rating 0.5/5

Ahmed E. Families - Confirmed reviews ALL

From reception to the room to service. So disappointed. Air com not working mo refueling anything. I have to ask all the times. Really bad service

Customer review rating 3.5/5

Derek V. D. S. Families - Confirmed reviews ALL

Overall it was positive. The rooms were clean and the atmosphere good. Except for a one meal, the food was good and (except for one person) the service was very positive.

Dear Mr. V. D. S., Thank you for sharing your detailed feedback. We are pleased that you had an overall comfortable stay and appreciated the cleanliness of your room, the hotel’s atmosphere and most of your dining experiences. We will be delighted to share your kind recognition with Daniel. We regret that the temporary impact of the renovation works, the gym closure and some aspects of the pool area affected your experience. We have also taken note of your comments regarding the availability of pool towels and the information shown on our website. Your feedback concerning the dinner service has been shared with our restaurant management, as every interaction should reflect the welcoming service we aim to provide. We hope to have the opportunity to welcome you and your family again for an even more enjoyable stay. Kind regards, Carolina Haubrich Front Office Team Novotel Lisboa

Customer review rating 3.0/5

Jacqueline B. Families - Confirmed reviews ALL

Initially the hotel was very disappointing with renovations in the lobby (not advertised) and an allocation to an extremely average room. Staff were mostly underwhelming and services limited. Noise throughout the hotel due to the renovation and the lobby was chaotic and disorganised with limited access to reception. We visited for my husbands 60th birthday to visit his family, and despite this being noted at booking and followed up during our 8 day stay, no recognition was given at all.

Dear Ms. B., Thank you for taking the time to share such detailed feedback and for your continued loyalty to Accor. We regret that the disruption caused by the renovation works and the follow-up provided regarding your room concerns, particularly the air conditioning, affected your experience during this extended stay. We also regret that your husband’s 60th birthday was not acknowledged despite having been mentioned in advance. We sincerely appreciate your recognition of Silvana and will be pleased to share your kind words with her. Your comments have also been shared with our management team as we continue working to improve coordination and consistency in our service. We hope to have an opportunity to restore your confidence in Novotel Lisboa in the future. Kind regards, Carolina Haubrich Front Office Team Novotel Lisboa

Customer review rating 4.0/5

Pires H. Families - Confirmed reviews ALL

The experience was good overall! But the Hotel was on rebuild right at the reception area which caused some level of disruption and not the normal relaxing feeling! The cleaning room routines were OK, but the beds looked that they were very rushed and not so well tidy. The restaurant was not good at all, actually very disapointing and not up to the hotel standard, the kids menu sparguetty a bolongnese was not even properly presented, basically my 8 years old daughter refuse even to try it. the tables without any towell, not starters... etc. Again very bad experience.

Dear Mr. Pires, Thank you for sharing your detailed feedback and for your loyalty as an ALL Silver member. While we are pleased that your overall experience was positive, we regret that the temporary renovation works affected the atmosphere of your stay. We are also sorry that your restaurant experience, particularly the presentation of the children’s meal, did not meet the standard you expected. Your comments have been shared with our Food & Beverage management team for review. We appreciate your honest feedback and hope to welcome you and your family back for a more enjoyable experience. Kind regards, Carolina Haubrich Front Office Team Novotel Lisboa

Customer review rating 4.5/5

Sophie K. Families - Confirmed reviews ALL

appreciate the person in charge of entertaining the children when we ar ewaiting in queue for the breakfast

Dear Ms. K., Thank you for sharing your experience. We are delighted that our location and spacious family room suited your family so well. We are especially pleased that our children’s entertainer helped make breakfast time more enjoyable for the little ones. We will be happy to share your kind recognition with the team. We hope to welcome your family back to Novotel Lisboa soon. Kind regards, Carolina Haubrich Front Office Team Novotel Lisboa

Customer review rating 4.5/5

David A. A. Couples - Confirmed reviews ALL

The staff were nice and accommodating. Great location

Dear Mr. A., Thank you for your excellent rating and for your loyalty as an ALL member. We are delighted that you enjoyed our location and, especially, the friendly and accommodating service provided by the entire team. Your kind words are greatly appreciated, and we hope to welcome you back to Novotel Lisboa soon. Kind regards, Carolina Haubrich Front Office Team Novotel Lisboa

Customer review rating 2.5/5

Alex S. Families - Confirmed reviews ALL

Overall, our stay was mixed. There were some good aspects, particularly the children’s entertainment and the breakfast area, which had some nice and novel touches. However, the biggest disappointment was the general level of service and communication throughout our stay. We arrived to check in at around 7pm, but our room was still not ready and we were told we needed to wait for housekeeping. The hotel kindly offered us a complimentary drink while we waited, but almost immediately afterwards we were told the room was ready. This left us wondering whether there had simply been a breakdown in communication between housekeeping and reception. After travelling, we really just wanted to get into the room and have a shower, so having to wait for a room at 7pm was frustrating. On our first evening, we requested additional sheets for our children before going out for dinner. When we returned, they had still not arrived. We tried calling reception from the room but couldn't get an answer, and eventually I had to go downstairs and queue at reception. It then took around another 30 minutes to get the sheets. Unfortunately, this reflected a wider issue during our stay. Reception regularly seemed understaffed and there were often queues simply to ask a question or request assistance. Even when staff were present, they often appeared occupied with other tasks. On one occasion, I approached a member of staff for help and was simply told they were very busy and would come back to me. There were positives. The children’s entertainment was enjoyable and the breakfast area was particularly good. The clown entertainment was certainly memorable, although perhaps a little too convincing — at one point the clown managed to scare both the children and my wife! There was also a power outage on our final night. Obviously, power failures can happen and may be outside the hotel's control, but communication during the outage could have been much better. It was difficult to find out what was happening, particularly with reception already being difficult to access. We were also concerned that, because of the ongoing renovations, part of the stair access to the ground floor appeared to be blocked. I cannot comment on whether this represented a fire-safety issue, but during a power outage it certainly didn't feel reassuring that there wasn't an obvious, straightforward stair route between reception and the guest-room floors. Our final day, a Sunday, was particularly chaotic. The lifts were extremely busy, with long waits and queues. When I returned to collect our luggage, it took nearly 25 minutes simply to retrieve our bags because there didn't appear to be anyone dedicated to baggage storage. Instead, reception staff seemed to be covering this alongside their other duties. On a busy check-in/check-out day, having someone specifically responsible for luggage would make a significant difference. The hotel has some genuinely good features, particularly for families, but the recurring issue throughout our stay was simply getting assistance when we needed it. Better staffing at reception, clearer communication between departments and more attention to service during busy periods would have made our experience considerably better.

Customer review rating 0.5/5

Hippolyte A. Families - Confirmed reviews ALL

Our stay at Novotel Lisbon (August 3–6, 2026) was an absolute nightmare and the single worst hotel experience we have ever had, standing in stark, shocking contrast to our wonderful experiences at Novotel Madrid and other Accor properties across Europe. Before booking, we actually hesitated between Novotel and Epic Sana, but ultimately chose Novotel due to our consistently great past experiences with the brand. Sadly, we realized the hard way that Novotel Lisbon does not apply the standards of its European counterparts. From the moment we arrived, the incompetence began. Despite our stay being fully pre-paid, the front desk receptionist demanded our primary Amex card. Because I didn’t have it physically on me, she absurdly threatened to cancel our entire reservation—leaving us stranded late at night with three young children, including a 2-year-old in tears, forcing an emergency call to Amex just to secure the rooms we had already paid for. To make matters worse, we were forced to split our family across separate rooms on the first night. However, the receptionist explicitly promised us that we would get connecting rooms the next day; she instructed us to simply make the request at the front desk at 12:00 PM, before the 4:00 PM check-in rush, so the change could easily be made. But come the next day at 12:00 PM, we were told by the reception that connecting rooms were suddenly not available. A promise is a debt, as we were told since the primary school The situation only deteriorated further. The absolute peak of absurdity came at 10:00 PM when we returned to find that neither of our rooms had been cleaned or serviced. When we pointed this out, instead of fixing the issue professionally, they brought us bed sheets and actually asked us to make the beds ourselves! Since when does a 4-star hotel expect paying guests to perform housekeeping services themselves? I could completely understand that in certain Airbnbs where it's part of the policy, but certainly not at a Novotel. When we complained, the assistant manager had the audacity to show us a housekeeping log claiming the rooms had been cleaned, directly lying to our faces despite photographic evidence proving otherwise. To top it all off, the staff explicitly justified this abysmal level of service by telling us that because we had booked an Early Bird rate, we somehow deserved substandard treatment—implying that if we had paid full price, these issues wouldn't have happened. Punishing customers based on their booking rate is discriminatory, deeply unprofessional, and disgraceful. Given the hotel’s complete unwillingness to offer any viable solution despite us being entirely in our right, we could no longer stay in these conditions. We packed up and checked out on the night of August 4, paying out of pocket for two additional rooms at the Epic Sana, where we were finally treated with respect and experienced an exceptional stay. To add insult to injury, we filed an official complaint on Accor’s website on August 4/5 detailing the entire ordeal, expecting them to step in and make things right. To this day, we have received zero response. We can only conclude that all they care about is taking customers' money without providing the service paid for. My God!

Other web-users rate our hotel

  • 1,044 reviews 7.3/10 Location
  • 1,961 reviews 6.5/10 Room
  • 1,491 reviews 7.5/10 Service
  • 25 reviews 6.8/10 WiFi
  • 1,170 reviews 8.4/10 Breakfast
  • 1,131 reviews 5.2/10 Comfort
  • 743 reviews 5.4/10 Cleanliness
  • 523 reviews 4.2/10 Amenities

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