Novotel Queenstown Lakeside 4 stars

Customer review rating (ALL Rating) 4.3/5 2,818 reviews

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Novotel Queenstown Lakeside - Image 1
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Cnr Earl St and Marine Parade, 9300 QUEENSTOWN, New Zealand

Description

Hotel extras

  • Steps away from bars restaurants & shopping

  • WiFi, work space, LCD TV with streaming

  • Contemporary dining, fresh local produce

  • Bright, flexible space for effective events

Our accommodation(s)

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Hotel location

Novotel Queenstown Lakeside

Cnr Earl St and Marine Parade
9300 QUEENSTOWN
New Zealand

GPS:-45.033729, 168.661759

Telephone
Fax +64 3 442 7469

Access and transport

Hotel services

Check-in from - Check out up to

On site
  • Car park
  • Pets not allowed
  • Restaurant
  • Wheelchair accessible
  • Fitness center
  • Wi-Fi
  • Air conditioning
  • Breakfast
  • Bar
  • Meeting rooms
  • 100% Non Smoking Property
  • Room service

ELEMENTS

For breakfast or dinner, Elements Restaurant offers fresh seasonal cuisine and a contemporary dining experience. Dining on either the mezzanine level or Al fresco dining in the Rose Garden. Breakfast from 6am and dinner from 5pm daily.

Our guest reviews

Our guest reviews

100% genuine reviews from our guests

Find out more

ALL Rating  4.3/5  2,818 reviews

TripAdvisor Rating  4.2/5  4,028 reviews

Customer review rating 4.0/5

Alistair T. Couples - Confirmed reviews ALL

Lovely location and great staff. Beds were comfortable and the bedroom was clean. Bedroom and bathroom would benefit from some cosmetic work / upkeep as it was looking a little tired and rundown.

Dear Alistair Thank you for your positive feedback regarding our location and staff. We are pleased to hear that you found the beds comfortable and the room clean. Your observations about the need for cosmetic improvements in the bedroom and bathroom have been duly noted. We continuously strive to enhance our guests' experiences and your comments will be taken into consideration for future updates. Best regards, Guest Relations Team Novotel Queenstown Lakeside

Customer review rating 0.5/5

Nk Solo - Confirmed reviews ALL

1. Check-In Experience and Discriminatory Treatment Upon arrival, I stood in the designated line for high-tier card members, but no staff was present. An employee emerged, noticed me waiting, and instead of attending to me, instructed me to move to his counter. During check-in, he took my passport and left to prioritize assisting another individual who was not even a hotel guest. This disregard for queue order and preferential treatment toward others felt unprofessional and raised concerns about potential racial discrimination. 2. Poor Bathroom Hygiene The bathroom in my room was unclean, with strange dust, long strands of hair on the toilet seat, and dried stains of unknown origin. This lack of basic sanitation is unacceptable for a hotel of Novotel’s standard. 3. Noise Disturbances Throughout my stay, I experienced persistent noise issues: · Loud and disruptive noise from the air conditioning system. · Intermittent sounds near the bathroom during the night. · Audible crying from the adjacent room, which disrupted my sleep. 4. Ineffective Management Response I raised my concerns with the Guest Relations and Loyalty Ambassador, Tristan Shepherd, who invited me to discuss the matter in person. However, his working hours ended at 5:00 PM, making it impossible for me to meet him after returning to the hotel. This limited availability demonstrated a lack of genuine commitment to resolving guest issues. 5. Ignored Communication On the evening before my departure, I sent a follow-up email detailing additional concerns, including the noise disturbances. To my disappointment, this communication was entirely ignored, leaving my complaints unaddressed.

Thank you for taking the time to share such detailed feedback. We are sorry to hear that several aspects of your stay caused frustration and disappointment, and we appreciate the opportunity to address your concerns. Regarding your check-in experience, we apologize that this interaction left you feeling disregarded. We want to be clear that discrimination of any kind is not tolerated at our hotel. The staff member involved was assisting another guest with an issue at that time, and the situation was not related to race. That team member has since been addressed on this issue. We understand how important it is for queue order and communication to be handled properly, and we regret that this did not come across well on arrival. We are also sorry to hear about the cleanliness issues you experienced in the bathroom. You are absolutely right to expect a high standard, and we apologize that this was not met. Our reception team is available at all times, and we would have been happy to arrange immediate assistance or a re-clean had this been reported during your stay. The same applies to the noise concerns you mentioned. Any disturbance, whether from air conditioning or neighboring rooms, can be addressed by our team as they arise, and we regret that your rest was affected. In relation to your comments about management follow-up, an attempt was made to meet with you. The Guest Relations Ambassador’s working hours on that day were from 6:30 am until 6:00 pm. Unfortunately, you did not make yourself known to the front desk during that time so further assistance could be arranged. There were also attempts made to contact you by phone, which went to voicemail. We regret that this did not align in a way that allowed a face-to-face discussion during your stay. Thank you again for providing your feedback. While we are sorry that your experience did not meet expectations, your comments have been taken seriously and shared with the relevant teams as we continue to improve our service. Sincerely, Guest Relations Team Novotel Queenstown Lakeside

Customer review rating 3.5/5

Micaela G. Couples - Confirmed reviews ALL

Agustina (I think is her name the Argentinian girl) was so nice charming and helpful. The room was small but the bed was really comfortable. I went for my birthday but nothing special happened. Next to my room I found a birthday brownie on the floor but none in my room. The breakfast was delicious probably the best I found so far.

Dear Micaela Thank you for sharing your feedback with us. We’re very pleased to hear that Agustina made such a positive impression with her friendly and helpful service, and that you found the bed comfortable and the breakfast to be a highlight of your stay. We’re sorry that your birthday was not acknowledged during your visit. This was missed in the booking notes, and we apologize for that oversight. Please allow us to wish you a very happy 29th birthday — we hope you were still able to enjoy some special moments while celebrating in Queenstown. Thank you again for taking the time to let us know about your experience. We hope to have the opportunity to welcome you back in the future. Sincerely, Guest Relations Team Novotel Queenstown Lakeside

Customer review rating 1.5/5

Nimesh N. P. Couples - Confirmed reviews ALL

I had been given king room which we had to change because of insects and lights were not working properly Alternate room alloted was even smaller in size You can barely open bags No amenities No views Only good thing was near to city center

Dear Nimesh Thank you for sharing your feedback. We’re sorry to hear that your stay did not meet expectations and that you experienced multiple issues with both rooms. Concerns such as insects, lighting not functioning correctly, and limited space are certainly not what we want our guests to encounter, and we understand how frustrating this must have been. We appreciate you acknowledging our central location, but we regret that the overall experience fell short in terms of comfort and amenities. Your comments have been shared with our team so they can be reviewed carefully and addressed where possible. Thank you for taking the time to let us know about your experience. We hope to have the opportunity to provide a more comfortable stay in the future. Sincerely, Guest Relations Team Novotel Queenstown Lakeside

Customer review rating 4.0/5

Jacki J. Couples - Confirmed reviews ALL

I loved that we could upgrade to a desirable room. Reception staff were welcoming and the concierge helpful and friendly. Had to wait for our room and follow up if it was ready. I was sad to see a cracked hand basin. I would not have expected this in a hotel of this standard. I was delighted to come back to our room to a special treat to celebrate our special occasion. This is a wow factor and fixed everything. The detail was really appreciated. Thank you. I would recommend and stay again.

Dear Jacki Thank you for taking the time to share your feedback. We’re very pleased to hear that you enjoyed the upgrade, found our reception and concierge teams welcoming, and appreciated the service throughout your stay. We’re sorry to hear about the wait for your room and the cracked hand basin. This is not the standard we aim to provide, and we appreciate you bringing it to our attention. Your comments will be shared with the relevant teams for follow-up. It’s lovely to know that the special treat arranged for your occasion made a positive difference and added a memorable touch to your stay. We’re glad this helped round out your experience and that you felt well looked after. Thank you again for your kind recommendation. We hope to welcome you back to Queenstown in the future. Sincerely, Guest Relations Team Novotel Queenstown Lakeside

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Other web-users rate our hotel

  • 2,034 reviews 9.3/10 Location
  • 1,881 reviews 6.1/10 Room
  • 1,819 reviews 8.5/10 Service
  • 24 reviews 6.5/10 WiFi
  • 746 reviews 5.6/10 Comfort
  • 555 reviews 3.5/10 Vibe
  • 522 reviews 5.3/10 Amenities
  • 516 reviews 6.5/10 Cleanliness

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