Novotel London Blackfriars 4 stars

Just the worst customer service I've ever experienced and I'm an old bloke that has travelled the world on a business ticket. I was only staying one night and it was after breakfast on check-out day it all went wrong. I went back to my room to collect my luggage and my key didn't work. I returned to the front desk and the gentlemen with the beard and handlebar moustache told be it was because I hadn't paid. I explained, as per their requirement, I paid on arrival with my corporate amex. Hotel - 'No' the payment wasn't taken. Me - 'But you gave me a receipt' I respond. The receipt is of course in the room which I therefore can't produce. Hotel - 'For me to reactivate your key you must pay'. Me - 'But then I will have paid twice'. Hotel - shows me his computer screen as if I would instantly understand how their booking and finance systems work and says 'see you have not paid'. I pay with my amex again. Hotel - 'if you find you have paid twice you should contact us' Me - 'so you are saying I may have paid twice' Hotel - 'No, absolutely not, but if you have .....' I get a new key and go to my room and collect my belongings and receipt from the night before. I return to the desk and my moustachioed adversary. Me - 'Here is my receipt and here is the online pending statement from Amex that shows I have paid you twice. Hotel - 'yes you have paid twice, I will sort this'. At this point my heart sinks because the guy does that thing where he stares at his computer screen steadfastly ignoring me. He presses no keys, clicks no mouse. Having failed to stare down the computer or effectively deploy his jedi mind tricks he passes me on to Giuseppe, the duty manager. Giuseppe does his best to prolong his interaction with another guest, presumably hoping I will just go away. Eventually he has to concede and engage; Hotel - 'which payment would you like me to cancel' Me (somewhat petulantly) - 'they are both the same why would I care?' Hotel - more staring at the screen Me - 'Do you understand what has happened here? You locked me out of my room, demanded I pay a second fee to get access, deny it's possible to pay twice and then don't even offer a sorry?' Hotel - nothing. Zip. No response at all. It is such a shame as I have stayed here before and there is a charming East European lady who is very efficient and knowledgeable so maybe I was just unfortunate that it was 'bring a clown to work' day. If there was any cash in this business I would imagine this was some sort of 'under ringing scam' but in a digital transaction scenario I can only assume it is incompetence. It can't be a bug otherwise the bug would need to be specific to me or the room on that day or it would affect everyone. Room tip - do not accept 110. It is above the front door which they let slam all night and you will get serenaded by the very drunk people from the beer garden opposite.

Katie in reception was amazing ,we stayed 3 nights and she was also interested in my daughters birthday celebrating. Send us some jestional drinks and made organization.Solved our problems .She is amazing .Also other stuff in reception was helpful.My daughter lost swimming google in pool.the cleaning team bring back in 10 minutes. Bar staff give us some prosesecco glasses for room easily. Nice location and stuff in Novo blackfries Thanks everyone.

Had a lovely stay here on business. Lovely hotel, clean, airy and modern. You had to book the pool, as its only small which I wasnt used to in a hotel and main let down was breakfast area being quite small and did not wow me considering it's a high cost vs competitors.

We would like to extend a very special “thank you” to the lovely SANAM (from the breakfast staff) for always being so nice and always ready to help. She is a real professional. Keep up the good work Sanam! 👏🏼🙏🏼

Great just needed a toilet brush in bathroom and 2 pillows on sofa bed