Novotel Rotorua Lakeside 4.5 stars

Customer review rating (ALL Rating) 3.8/5 3,343 reviews

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Novotel Rotorua Lakeside - Image 1
Novotel Rotorua Lakeside - Image 2
Novotel Rotorua Lakeside - Image 3
Novotel Rotorua Lakeside - Image 4
Lake End, Tutanekai Street, 3010 ROTORUA, New Zealand

Description

Hotel extras

  • Close to bars & restaurants of Eat Streat, with its iconic heated footbath & vivid lighting

  • Complimentary access to geothermal mineral pools

  • Indoor pool, fitness centre, and hot tub

  • Light-filled restaurant with floor-to-ceiling windows - Buffet breakfast & Dinner

  • Clarke's Bar with a lake-view terrace - perfect for wine, beer or cocktails with friends

Our accommodation(s)

Room

City View King Room with Special Access Bathroom

  • 2 pers. max
  • 28 m² / 301 sq ft
  • Bedding 1 x King size bed(s)
  • Views: City View
  • Accessible room

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Hotel location

Novotel Rotorua Lakeside

Lake End, Tutanekai Street
3010 ROTORUA
New Zealand

GPS:-38.132935, 176.25143

Telephone
Fax +64 7 347 1888

Access and transport

Hotel services

Check-in from - Check out up to

On site
  • Swimming pool
  • Car park
  • Restaurant
  • Wheelchair accessible
  • Fitness center
  • Wi-Fi
  • Air conditioning
  • Breakfast
  • Bar
  • Meeting rooms
  • 100% Non Smoking Property
  • Room service

ATLAS RESTAURANT

Atlas Restaurant brings the world to you with a tantalizing array of flavours. Our seasonal menus inspired by international dishes and local produce incorporate organic or gluten free combinations and healthy choice items to assist our diners wellbeing.

Our guest reviews

Our guest reviews

100% genuine reviews from our guests

Find out more

ALL Rating  3.8/5  3,343 reviews

TripAdvisor Rating  4.0/5  3,280 reviews

Discriminatory demeanor from the front desk staff!

TripAdvisor rating 1.0/5

JAYJAY198010 Families - TripAdvisor review

Ever tasted the pleasure of being treated badly and looked down upon with subtle discriminatory behaviour, despite the fact that they didn't have the rooms ready 3 hours past the check in time? (and all that for two rooms booked for a family of 4 with a child!). The world has evolved, most people have expanded their consciousness and intelligence to pick up micro aggression and poor disposition towards people who are not from the same race. Unfortunately, the young lass with blonde hair and light eyes are living a life oblivious to that. We went at 2 pm to check in without an apology, she said that it will be ready by 4 pm. Fine, we left the bags at the baggage hold area (bell desk) and came back at 5 pm. When we went there, she went to ask her manager and came back saying that it wasn't ready yet. This time, AGAIN, no apology, and to make it worse she gave us a nonverbal cue that we are supposed to wait and it is what it is! While, she interacted with the other guests who are from her same race, guests who came after us, I have noticed that she had no problem in speaking to them in a friendlier, and apologetic tone and say sorry in a civilized manner. But, with us, it's the micro aggression and discriminatory demeanor. I was furious!! I raised my concern to the manager who happens to be of the same ethnicity like me. He managed to give the rooms immediately and I have to say, he did a good service recovery. But that was not the end of mishap and miscommunications. We checked out 2 nights later and I realised my phone charger is not with me. I made several phone calls to the hotel and I left a message. They mentioned that they will look at the matter and call me back. It was getting so frustrating that I had to search for the name of the GM of the hotel in LinkedIn and leave a personal message there just to get a response from them. I reckon, even LinkedIn is fed up of notifying that man of message requests. Who am I to complain about the lack of communication from the hotel team when the GM himself is not able to reply in a timely manner. I didn't give up, I kept trying and finally I got through the staff in the housekeeping department who was kind enough to get back to me. She said that the charger was not with them. I wasn't sure either if I left it in the hotel room. Either way, the matter is not about the charger, it's about accountability and transparency. It's about treating people equally regardless of their ethnicity. I have stayed in this hotel for a few days on other occasions too, for work. This time, it was unfortunate and an unforgettable experience.

Customer review rating 4.5/5

Adele M. Families - Confirmed reviews ALL

Sad about your cleaning staff shortage and waiting 4 hours to check in, however your reception staff were fantastic under the stress

Dear Adele M., Thank you for your understanding and kind words. I’m sorry for the issues with cleaning staff and the wait time at check-in. I’m pleased to hear that our reception team managed to provide excellent service despite the challenges. We’re addressing the staffing concerns to improve our overall efficiency. Your feedback is invaluable, and I appreciate your recognition of our dedicated reception staff. Sincerely, Edward Judd General Manager

Good location, handy to eat street

Customer review rating 3.5/5

Mabel H. Business - Confirmed reviews ALL

The Hotel does require an upgrade to customer service when an event is occurring. On check in there were only 2 receptions operating to check us all in and many of us had a number of bags that we had to carry to the elevator and then onto our rooms. The elevator's are small and narrow which can only accomodate for 2-3 people dependent on luggage. The bar was also an area that can be looked at adding an extra person on as again, service was slow due to a large gathering due to events. The food was great!

Dear Mabel H., Thank you for your feedback. I’m glad you enjoyed the location and the food. I apologize for the challenges you faced with check-in, elevator space, and bar service, especially during a busy event. We will review our staffing and processes to better handle large gatherings and ensure more efficient service. I also regret the delay in room cleaning and will address this with our team. Your comments are appreciated, and I’ll make sure to acknowledge the lovely restaurant team for their contributions. Sincerely, Edward Judd General Manager

Not happy at all

TripAdvisor rating 1.0/5

Guide13667256244 TripAdvisor review

Very poor service. Upon reservation still rooms were not ready and we had some plans for kids we couldn’t do it and they just waste our stay in Rotorua and very stress day over the counter. Fistly they told us rooms getting ready and after 10mnz CS team told me 30 minutes delay and we were just wasting our time and we lost the plans what we generated for our kids. Just name is there LAKE SIDE and BIG BUILDINGS. Don’t recommend and will never come back again. And will load to my friends and family if they want ver want to stay this premises. Tai

Kia Ora I'm very sorry to hear about your recent experience. I understand the frustration caused by the delays and the impact it had on your plans. Please accept our sincere apologies for not meeting your expectations. We value your feedback and will address these issues to improve our service.

Great location

Customer review rating 4.0/5

Anonymous Families - Confirmed reviews ALL

Great location with all the amenities you need for a family holiday.

Dear Maree M., Thank you for your feedback. I’m glad to hear you enjoyed our location and amenities for a family holiday. I apologize for the issues with the breakfast setup and the lack of follow-up from the check-in team. We are reviewing these areas to improve our service and ensure timely assistance. Your comments are invaluable, and we appreciate you bringing them to our attention. Sincerely, Edward Judd General Manager

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