Novotel Aachen City

I have stayed at this at least twice a year for the last 8 or 9 years and the welcome is always brilliant. The staff are helpful, the rooms comfortable and clean and the stay is always an enjoyable one.

Great location for seeing the city. Beds were comfortable, and car park had plenty of parking spaces. Only downside was out room faced the large road so there a was noise from that. There are many rooms that don't face that road, so next time we will request one of them.

The bar staff were very nice but didn't know how to make some basic cocktails. Breakfast selection was quite poor for the hot food. Bad smells around the hotel, including the towels in the room - smelled like someone already used them without washing them. Upon checkout I had the rudest customer experience I've ever come across. A man named Kevin at reception shouted something in German at me when I tried to check out, not realising he was talking to me since I didn't know what he was saying - I was trying to just use the key drop off for quick checkout as displayed at reception. Upon him realising I didn't speak German he then said some extremely rude and extremely sarcastic things to me. Me and my colleague were completely shocked, I've never heard anyone in customer service ever speak like this to someone. I continued to apologise for not speaking German and I wasn't trying to be rude, he carried on being rude not looking me and just asking for my room number, not offering an apology back for his unbelievable behaviour. Really can't believe the behaviour of this man, definitely not someone who should be working with customers. Will never stay at a novotel again, what a horrible experience.

The hotel is fine but could use a renovation, it was just significantly overpriced for what it is and it didn't even include breakfast. Staff was not friendly (cannot blame her she was alone when many people tried to check out).

short stay and really only slept in the hotel