Novotel York Centre 4 estrelas

There were positives about the hotel as the breakfast was good with plenty of variety, nicely situated hotel and available parking although it has to be paid for. The room was satisfactory although there were stains and marks here and there on surfaces, which should have be remedied. The bed was nowhere near the quality we expected. Despite the fact that the staff and quality of the food was good at breakfast, we made the mistake of going to the restaurant in the evening. My wife chose Miso-baked salmon, with stir fried greens and hassleback potatoes. The stir fried greens turned out to be tender stem broccoli. When the meal arrived the broccoli was inedible having barely been cooked. My wife ate the salmon and some of the potatoes but that was it. We were surprised that broccoli had been chosen to go with meal as it is not easy to stir fry When the waiter came to check that the meal was OK we explained the problem, he did offer to replace the meal said he would tell the chef and it would be ‘reflected’ upon (whatever that meant). When we came to pay for the meal, no deduction had been made. In fact the waiter told us that the chef had agreed that the broccoli was not good enough. I mentioned to him we had expected some sort of deduction from our bill, at which point the waiter disappeared. Within a few minutes another person appeared who were told later was the restaurant manager who offered us a 15% discount from the £18.95 cost of the salmon dish When I asked about the discount we were told 15% was ‘hotel policy’! We were told she could offer more as though it could be bargained for. At this point we were quite angry by the extraordinary conversation we seemed to be having and were made to almost feel guilty for having raised the issue. We paid and left the table in utter disbelief. Checking our bill later we discovered we were not even give 15% discount for the salmon dish. On reflection a short time later we asked to speak to duty manager. He entirely agreed with us and had spoken to chef to confirm the problem before speaking to us. He agreed that any restaurant would fully refund the cost of the salmon dish and was not aware of the 15% refund policy. He said that he would speak to the restaurant manager the following day and tried to placate us with a free drink from the bar. We came away fully realising the problem had not been dealt with properly at any stage.

I loved this hotel! The customer service was second to none. The room was clean and the beds super comfy. You are greeted with a personalised sweet plate and a handmade card! Just wonderful touches. The foyer and bar area are lovely! The breakfast incredible it has everything and more that you could ask for. Staff are friendly and attentive. It was the nicest hotel I’ve stayed in, in the UK! Their attention to detail.. the personalised touches the environmentally friendly water and bathroom soaps, everything has been really thought about. You won’t be disappointed

We’ve stayed here a few times and this visit wasn’t the greatest. First of all when we booked our intention was to come with our children and use the pool /facilities in the afternoon. After booking the “non refundable” room we were promptly emailed to say the pool was out of use. I understood that these things happen but I would have expected an option to cancel it even a “sorry” we’ll give you a complimentary drink or anything really. Instead when I emailed I was given a link to a local pool to use!!! On arrival the room wasn’t going to be ready until 4pm. I find this a really odd and late time to check in. How can it take so long to turn around a hotel. However they will take the £15 parking as soon as you arrive at the reception desk in case you run away! The room was stifling, air conditioning didn’t work and opening the window resulted in noise throughout the night. Reception staff were not welcoming at all (however on check out they were better) Breakfast was good - no complaints Overall, good location but overpriced for lack of facilities / time of check in and not a great service

We were told in advance that the pool would be out of use, how I wish they'd also told us that a new lift shaft was being created and a team of scaffolders would be surrounding the place . I'm on supplementary oxygen and disabled and need to rest during the day for a few hours.... Couldn't even hear the TV or music, and sleep was a no hope, the level of noise was truly awful, I love this hotel, it's our go to every time in York, if we had been told we would have used Ibis to stay with the quality brand, .....

Do you all remember when you booked an hotel the breakfast was included and you could park your car out side for free. Well we booked in for a three nights stay for two people at a cost of £395 then on top of that we had to pay £96 for breakfast, Novotel that's far to expensive, so that took it to £492, then they wanted an extra £45 for parking our car outside, on their part that's just being greedy. The hotel had scaffolding all round it and we wasn't able to use the pool. The hotel was clean but the rooms are just standard and a little dated. The staff looked after us well but in my opinion this is a three star hotel and not a four star. If you love a duvets you will be fine but not all people like them as they are to hot, if you want blankets your going to be out of luck has they don't have a single blanket in the hotel and that's a first for me. Another first for me was there's no sink in the toilet to wash your hands you have to leave the toilet and go into the shower room to wash them! Honesty I expected a lot more from Novotel.