Novotel Rotorua Lakeside

We don't find the front office staff friendly. Im not expecting to overly excited at all times but just basic friendly manner when interact with guest. When calling guest service for assistance you have to pit on speaker as sometimes 10-15 min before answering which unacceptable. Asked for bowls to eat food but apparently she never heard of it. Tries help her spell it out then she gets an attitude with reply “ will see if we can “. My son went down asking for a spare pen but she told him that they don’t have pen to give it to him with again attitude. Tried booked dinner but reply “you should go to restaurant and talk to restaurant staff.” I don’t want to sound like a negative person but its up to you guys to do these changes. Its a beautiful hotel but personal always more important and staff makes a difference. Otherwise the housekeeping ladies was always friendly and nice to deal with.

Friendly attentive service in a great location, suited to business.

Good location, a minutes walk from the lakeside. Good spacious rooms. Lobby, lifts quite jaded and do need an uplift. Breakfast restaurant is excellent, good service and excellent options. It is clearly under staffed, however overall service standards are excellent.

Three months after our stay I am still trying to have the correct invoice sent to me for payment.

Platinum member. No welcome amenity or room upgrade. No water in room. Long queue for check-in and check-out. Room tired but clean. Staff friendly but clearly understaffed