Novotel Rotorua Lakeside Hotel 4.5 stars

Reference: Te Aomihia T. checking in Thursday 22 July, checked out Saturday early morning 24th July, 2021. Kia ora I am writing in complaint to an overcharging of my credit card by your checkout staff member Saturday 24th July, 2021 am. I am very concerned that your staff member did not thoroughly check your check in procedures which would have highlighted that a hold of my stay including a $100 deposit had been processed on my credit card. It is very distressing for me to get home to Rotorua, after a weekend of work in Rotorua to read my online account and see this oversight by your employee. Due to your error this will have a enormus impact on my families wellbeing for the week as we wait for these monies to be refunded for the purpose of our weekly groceries etc. I rang to speak to one of your employee's at 3.37pm today to raise this issue with your hotel although, she had provided an apology for the error her advice regarding my request for a more speedily refund required me, the customer to follow more processes if I wanted that to happen. This is not good enough, I frequently visit your hotel when I am away from the north and would urge that your hotel provides either compensation for such a major error or even an apology email for be greatly appreciated. I look forward to your reply. Processing of my payment for my stay: 22 July on check lady at check in put a hold on $788 stay and deposit 24 July on check out the asian man at check out processed a further $638 on my credit card 26 July my online credit statement reads $100 has been credited from Novotel back to my credit card. No one has actually, emailed about my complaint even after the girl on the phone reassured me that the process would be followed. Te Aomihia T.

My friend and I go every year to celebrate my friend's birthday. We love the pools however unfortunately due to the amount of children staying the children were out of control jumping into the big pool.

For the majority it was a pleasant stay and our two young girls were very excited to be in hotel as they had never stayed before. They loved the pools, having pre-dinner drinks in the bar and the choice at breakfast. I love how the girls see life and make you appreciate the little things again. Room was well presented and clean. View was spectacular so the upgrade was worth the offer. Only negative comments are as follows: Had ordered a bottle of bubbles and a Birthday plate to be in the room on arrival. Was not there and had to call down for it. The gentleman who delivered it however (Clint?) had a lovely voice and sung Happy Birthday to my wife. This made up for this indiscretion. Secondly we were a family of four and we had to call for extra towels. Minimal but some forethought on pax in room could have been considered. However after calling down for more they were delivered promptly. I had taken the offer for the upgrade to a Lake view twin so potentially reports had not been updated or communicated to other departments to explain the missing wine? As an ex hotelier I may be more critical than most but it was this type of feedback that I appreciated in my days in hotels as a manager. Otherwise a very enjoyable weekend and we look forward to staying again in the future. Regards Nick

Pleasant night’s stay.

Had another enjoyable stay at Novotel Rotorua as I have visited Novotel Rotorua numerous times over the years. Loved the mineral spa as always. My two gripes but no biggie were that we had to wait a long time for the lifts to arrive and each time there were full of people. The third lifts on the left didn't seem to work. We dinned at Atlas restaurant and the food was great. I did notice the chef that taking orders from customers(I was one of them asking for beef steaks) seemed quite stressed out that he also had to carve the meat and topped up the food. No one there to give him a hand. He definitely needed another chef to assist him. Overall, it was a pleasant stay.

Hard t osay how it could be improved - was great

To pay 370 dollars a night for a sub standard out dated room with so many cobwebs on the outside windows is daylight robbery. The bathroom was particularly outdated and unsatisfactory for this sort of price. I'd fully expest to pay 160 - 180 for a night of this quality but definitely not 370 dollars! The check in when we arrived and the cleaniness of the room was great, please acknowledge and pass this onto the staff.

It was very good

Very enjoyable and relaxing stay at Novotel. One of the reasons i stay at Novotel Rotorua is to enjoy the mineral spa. Had a very nice dinner at the Atlas Cafe & Restaurant. I did notice the chef that was preparing and taking orders from diners(I was one of them) seemed a bit stressed out when he was there all by himself doing everything. Overall, my family and I enjoy our stay at Novotel Rotorua as always. Look forward to my next visit.

We had a one night stay. Location was perfect and the staff were friendly.

Awesome view of the lake and the facility was neat and tidy. The staff was wonderful and helpful. Really enjoyed out stay there - nice food and the lounge area was perfect for evening drinks. A great experience overall.

like to thank management and staff for a very enjoyable stay also appreciated the gesture of my 87 year Happy Birthdays wishes which was brought to our door just after arriving . we also had a very enjoyable meal in the dining room with a couple of relations who joined us , thank you all RONALD HARRY DAVIES

Friendly staff, fantastic location and overall, just a great place to stay! Enjoyed the breakfast this time around which was a great way to start the day. We have stayed here many times and don't have anything but nice things to say about the property and the team.

A six night staycation at Novotel Lakeside Rotorua was an escape from Wellington. Happy with Hotel amenities and food but disappointed that check-in staff did not notice our request for stand alone shower and we had to change the next day. Unusual that Dining at night is limited to $49 buffet dinner. Fortunately can have a selecion of a la carte dishes from the bar. Baby pork spareribs are fantastically good.

We originally booked for one night but after less than an hour realised this is such a nice hotel that we added another night to or stay. The room had a perfect lake view, was quite large and we enjoyed a great sleep both nights. We had breakfast (mushrooms) on the first morning and it was delicious. ALL staff (pun intended) were amazing, with check in and checkout both seamless, while the restaurant personnel and housekeepers were all warm and full of smiles. Thanks to everyone for giving us such wonderful treatment.