Novotel Queenstown Lakeside 4 stars

Customer review rating (ALL Rating) 4.3/5 3,474 reviews

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Novotel Queenstown Lakeside - Image 1
Novotel Queenstown Lakeside - Image 2
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Novotel Queenstown Lakeside - Image 4
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  3,474 reviews

TripAdvisor Rating  4.0/5  3,989 reviews

Could have been nice if not for Guest Relations Manager Carly

TripAdvisor rating 3.0/5

RobertV3411 TripAdvisor review

Stay in Novotel was a bitter experience but mainly due to a particular member of staff who spoiled the whole experience for us. As a matter of fact Carly Gilmore is Guest Relations Manager which is the most unsuitable role she could be in, thanks to her clashing and quite aggressive personality. But back to experience: 1. Parking - you either pay 50NZD fot Valet parking (book in advance in busy period), or have to pay on the street (around 3.10 NZD per hour, but only between 9AM and 6PM). I did not know that and after arrival I followed instructions of one of the staff who told me to follow him to carpark with my van. This ended to be issue for Carly which I understood and agreed I will move my van to the street 2. CheckIn - went smooth enough until the moment I requested the rollaway bed I ordered via booking. After answering there is five of us the problem started. Carly intervened immediately and the whole escalation began. She explained to me due to fire regulations there cannot be more then 4 people in the room. I explained I booked a space for five via booking. After a while she showed me that there were a misunderstanding from my side and I admit I got the wrong impression that if I order rollaway bed to a room with 4 beds there can be 5 of us (I was travelling with 3 kids and wanted to be in one room). To me that would be the end and I jumped to solutions, but unfortunately Carly continued in escalation. I offered 2 solutions one of which was canceling the booking and the other that I will stay elsewhere (friends in Queenstown had a space for me in campervan park). I chose the second option as I did not want my family to go through discomfort. Went to announce this to my wife and sort out our clothes in the room. Proper harassment began afterwards when we had security, and other members of staff coming to our room (all within 20min window), series of phone calls, which I ended going to reception and talking to Carly again. She kept on heating the situation up saying we should leave and that she got this impression anyway. Continued that I am being aggressive (I leaned slightly forward to hear her since there was lots of noise and could not understand her Irish accent). She threatened to have me removed to which point I found the whole situation most absurd ever (first time in my 45 year life I was about to be removed). Luckily she made a best decision ever to escalate it to General Manager Annika Worth. 3. De-escalation by GM - Annika was like an angel from different planet. Suddenly someone was treating me like a human, got and understanding of our situation (that family is gonna be separated and I need to organise things). She tried to find some solutions (first member of team unfortunately). After a soothing chat we concluded the only solution was what I suggested 45 mins ago to Carly. Annika Worth has obviously great experience in operations, customer care and conflict resolutions. In my opinion Annika you will need to turn around the team's behaviour slightly and perhaps find Carly more suitable position as she should be as far from customer as possible in my opinion. 4. Room - as I stated in other reviews, they are bit dated, but they perfectly liveable and acceptable. We did not have a major issue here. Yes bathroom could be renovated, but that is not easy task in such a big place. One small suggestion - making TV iphone friendly or allowing Netflix could be a nice benefit 5. Bar - in the evening I came to bar to see my wife and talk for a while. The bar was nice, barman was very friendly, but unfortunately extremely "blind" and slow. He did not attend to the needs of people on his own initiative, but compensated with smile and friendly behaviour once approached 6. Breakfast - family was very happy. Everybody found something for themselves and I even though I did not experience it personally (slept elsewhere) I was told they were great 7. Spa/Wellness - my family did not feel like trying it out after the unfortunate intro. 8. Overall - Novotel is a nice place to stay, in a great spot if you lucky and don't come across an a staff member who cannot control their emotions. It is certainly not the cheapest place to stay in Queenstown so in my opinion customer care should be spot. Good luck Annika in improving this bit, which is not always that easy (I lead teams ever 20 years).

Disapointed

Customer review rating 2.0/5

Amanda G. Families - Confirmed reviews ALL

We paid over $900 per night for small, modest room and no parking was available.

Dear John & Amanda G., Thank you for sharing your feedback. We’re sorry to hear that your stay did not meet your expectations and that you felt it did not offer good value for the price. We understand your frustration regarding the room size and lack of parking availability. Your comments are important to us, and we will use them to improve our services and guest experience. We hope you’ll consider giving us another chance in the future to provide you with a stay that better aligns with your expectations. Warm Regards, Carly Gilmore Guest Relations Manager

Excellent stay

Customer review rating 4.5/5

Kelly Couples - Confirmed reviews ALL

The hotel was in the perfect location with a very comfy bed and exceptional staff. Everyone was so helpful with any questions or requests we had, always going above and beyond. We were very happy with our stay

Dear Kelly C., Thank you for your fantastic feedback! We're thrilled to hear that you enjoyed our perfect location, comfy bed, and exceptional staff. It’s wonderful to know our team went above and beyond to make your stay special. We’re so glad you were happy with your experience and look forward to welcoming you back again! Warm Regards, Carly Gilmore Guest Relations Manager

Staff Attitude

Customer review rating 5.0/5

Robert Couples - Confirmed reviews ALL

Everywhere they showed genuine interest

Dear Robert K., Thank you for your kind feedback! We're thrilled to hear that our team, especially the reception staff, demonstrated genuine care and interest during your stay. Your recognition means a lot to us, and we’ll be sure to share your kind words with the team. We look forward to welcoming you back for another great experience! Warm Regards, Carly Gilmore Guest Relations Manager

great location

Customer review rating 5.0/5

Christine S. Couples - Confirmed reviews ALL

Check in staff very friendly and helpful on arrival (and departure). Great location to be able to walk out front and enjoy the New Years Fireworks celebration. Room very comfortable - the most comfortable beds we have ever slept in. Made for such a restful and romantic stay for the two of us. Buffet breakfast had great selection of hot and cold.

Dear Christine S., Thank you for your wonderful feedback! We're thrilled to hear that you enjoyed our great location, especially for the New Year's Fireworks celebration. It's fantastic that you found the room comfortable and our beds the most restful you've ever had—making your stay even more special. We're also glad you had a great experience with our buffet breakfast selection. We truly appreciate your kind words about our staff, and we hope to welcome you back for another restful and romantic stay in the future! Warm Regards, Carly Gilmore Guest Relations Manager

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Other web-users rate our hotel

  • 2,148 reviews 9.3/10 Location
  • 2,028 reviews 6.1/10 Room
  • 2,033 reviews 9/10 Service
  • 17 reviews 3.7/10 WiFi
  • 774 reviews 5.4/10 Comfort
  • 588 reviews 4.8/10 Amenities
  • 580 reviews 6.3/10 Cleanliness
  • 571 reviews 7.9/10 Breakfast

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