Novotel Santos Gonzaga Hotel 4 stars

I booked your hotel because I’d stayed with you ( ( Novotel ) many times before and I have always enjoyed my visits . On this occasion however , our stay was awful . I took my family to the beach fir the weekend to give them a well deserved break . When I booked your hotel the site stated it was breakfast included . However when we arrived and tried to check in your front of house receptionist Juliana told us very ‘ matter of factory ‘ that it wasn’t . There was no empathy and she was very abrupt when she spoke to us . It was veery embarrassing because my two daughters aged 9 and 4 were with my wife , my mother in law and I . I’m all it took an hour almost to check in . Juliana did try to resolve the matter but told us that she couldn’t help and we would be getting her into trouble if she included breakfast. Juliana speaks excellent English so there was no doubt that she fully understood us . She told me to call booking.com and complain ( something that I believe she did because she wanted to push the responsibility into me abs kit deal with it in our behalf ) The following day I spoke to Fabiano the hotel manager . I speak Portuguese enough to understand what he said to me and he spoke enough English to understand me too . He asked me what would compensate me for the rudeness and embarrassment we’d suffered . I told him that our weekend had been ruined and that he should give us a complimentary night at the hotel . He refused and told me that he’d supply breakfast only .I had no choice but to accept his decision. I think the very least that the hotel could do is replace our ruined weekend.

I usually stay at the novotel but this last time was the worst , I stayed in a single bed when my feet were out , the position and location of the room was the worst ever not to mention the internet that did not work properly

Positiva.

I paid my reservation in advance but in the checkout there was a mysterious surcharge to be paid! I don't understand the reason of it (BRL 160,81). When the reservation was done there is no information about this payment. Then, please, send a information about this question.

It so happens that I did not stay at your hotel on the date informed in your satisfaction survey. The hotel was wrong and charged me a nightly fee for "no show" wrongly. The issue has already been resolved, but it bothered me a lot.

I loved the room and staff. The view was amazing and worth price. Only improvement opportunity is that there was no potable water in the room neither bottles available for purchase on the fridge, I had to go out and buy.

The Room was cozy, the support advisors were helpful, overall, we had a good stay. In my opinion, I would like to found a hand sanitizer in the room, considering the pandemic situation, but we have needed to purchase one for us to use. The pool was needing a clean.

The apartment was comfortable, the swimming pool is nice, the overall service is good, but the quality of the food is disappointing. It is not as good as the one from Mercure, which is usually very good. I expected more from Novotel.

I am an Accor member and usually stay at this hotel. As I got to the hotel, the nespresso machine of the lobby disappeared. As I got the room, I noticed body lotion was no longer available. Next day, we leave for the day and as soon as we get back at 5PM, the room remains untouched. No housekeeping.

It’s so lovely all The Members, but there is not a concern against the environment and waste of water , the shower there is too much water... for nothing... it should be a bit economic for this kind of Nature resource

I am an Accor customer for years and I usually stay at this hotel in Santos. Problems I had this time: 1 - there was NO room service. After the 1st day I get to the the room at the evening and it is untouched as I left in the morning. I call the front desk and then get to know that I should have scheduled room service in advance. 2- There were no body lotions 3- The nespresso machine of the lobby was removed. I tried to find that at the rooftop and the place was dirty and there was no person there to serve

Great Location Near to Beach Lot of places to eat nearby Can access businesses nearby. Full view of the Ocean. Swiming pool also available. Did Not recieve the Invoice by Email. Hence request you to please send me the same.

Friendly and helpful reception team. Adequate breakfast selection. Good location and decent walk to Gonzaga Beach. Mini mall next door with mini grocery store and small food court. About 15-minutes taxi ride to Santos Cruise Port (we stayed for 2 nights here before boarding our transatlantic cruise). Bathroom is nice with good shower pressure. Bed is too soft however. Could be better if a little firmer. Food prices in Santos are quite expensive though. Dining in Dubai is cheaper.

The hotel is very good, the room is perfect size! I was with my wife and 2 kids (3 and 9 years old), and the room space was very good. The room was very clean, and the service is fantastic! The hotel employees are very kind and are always ready to help!

I really loved my experience in this hotel, great location, the roons are very good, new and cleaned. The staff is amazing, helpfull and very friendly. I will return to this hotel on my next trips and I will recommend it to all travelers.