Novotel Hong Kong Citygate Hotel

Novotel City gate has the great location for visiting the Lantau Island. The lobby with bright windows. Nice to sit and enjoy the good holiday. Room is ok but time to be renovated. The light in the room is not bright and the carpet is worn out.

Good no-frills stay for a brief staycation with the purpose of maintaining my ALL points validity. The lounge service was very professional and courteous. Very kind of them to offer small plush toys and a writing set to my child. Very good experience during the weekday when it is not crowded at all. Well located in that it is close to the F&B options of Citygate while on the quieter and greener side of Tung Chung.

While we enjoyed the lunch - the main course (cod fish) is really delicious - we were made to wait almost 50 minutes for our main course. Just to elaborate on our very first experience at Olea, we arrived at the restaurant at 1.35pm. We ordered our main meals (3 cod) by 1.40pm. Since our lunch time was supposed to end at 3pm, we thought we had ample time to eat our lunch. To our dismay, our cod fish only came at 2.30pm. By that time, the staff told us that they will be keeping the buffet spread and it was the last call to take any food. We were shocked since our main meals just arrived. The desserts were gone by 2.30pm and we hadn't even touched our main meals. After we highlighted the fact that the desserts were gone, only did the chef went to take more desserts. In addition, the skin was burnt on one of the cod fish. We were rather disappointed with the lunch experience. I suggest that the management of Olea review your organization/team. For instance. have a leader that will assume responsibility for service recovery and take ownership - instead of pushing the buck from one department to another (e.g. from waiter to kitchen. With regards to room condition, a persistent problem is your bathroom doors, they cannot be close properly leaving gaps for water to spray out.

It was great, but during the stsycation period , was a little difficult as having to book breakfast time slots , plus swimming pool time slots etc

I would quote this "At Novotel, we are committed to providing a superior guest experience to our customers and we value all your feedback. To help us make your future stays more comfortable ...". The above excerpt was from the statement from I believe a template message from the GM, Guillaume GALLAS, as part of the survey I am invited to participate. Indeed, I intend to write in to the hotel too. Now, what exactly annoying to my experience was on 2 issues. This is not the first time I am encountering while residing in the hotel. 1. The front desk registration from the staff is not comprehensive about what services to be rendered to a guest of my statue, executive premier. In short, we were not brief that we could actually check in via on the 21 floor of the executive level. Next, he failed to provide us an entitlement of HKD200 shopping vouchers. then 2. Only upon check out, we discovered from the 21 floor executive reception after we checked out that we have to collect our voucher from the ground floor front desk. What happened next is more sickening which to the judgement of the hotel management and managing of guests in need. There was a queue of 3-4 registry and the same on checking out guests at around noon. We had to follow the queue which each registry would take not less than 10 minutes. Having just to collect the vouchers, I went to the check out counter while in between the check out guests' interim. I was told to follow the queue! Nevermind, then I beckoned the floor manager for assistance at that time, seeing him been strolling around the area. He responded to my beckoning signal, he walked over but looked very stern into my eyes while walking over and when I was asking if there is a better and faster channel to obtain our vouchers. Again, he told us to queue! I would throw a challenge to the hotel management now, why is the caucasian manager is not wearing a smile when he responded to me and during the conversation? I perceive such act as rude, and certainly in the hospitality industry, simply unacceptable. He is not helping at all and why does the hotel need to employ such staff who seems to me is a model walking around rather than a customer service who would assist the heavy traffic of queue. Mind you, I was merely asking and looking for a voucher that the hotel provided to guests as a token. I am not begging for one, don't I? Your response to my input is essential. I have stayed in the hotel for a second time within two months.