Novotel London Canary Wharf 4 estrelas

Rachel and Eriks at front desk gave 5* service for the full time we were there (5+ days) and was always friendly, and went above and beyond with their time to answer questions and secure bookings. I had originally intended to stay 2 nights, and ended up staying 5+ because of the amazing customer service.

I was very dissatisfied with the service I received at Novotel. Firstly, I paid £180 for a sub par room which was badly decorated with poor bedding. The room had smudges on the walls, the sofa was badly covered in this awful material as a ‘protector’ I assume and in general I’ve had a better stay at Premier inn. The service was not great, I had called several times as it was my boyfriends birthday and needed a slightly later check out which I was also willing to pay for and was told to call on the morning on my check in and was assured it wouldn’t be a problem to stay a couple extra hours. I called and was greeted by a rather abrupt colleague at the front desk who told me she may or not be able to do anything and that I would have to try my luck when I got there. We checked in and I specifically requested to check out at 2pm instead of 12pm and the lady agreed we could check out at 1pm. In the morning I found there were no flannels or face towels so I went downstairs to get some and the lady rudely informed me that they don’t have any. How can this be? A reputable hotel doesn’t have flannels? We were getting ready and the lady barged into our room 10 mins before we agreed while my boyfriend was in the shower with the door open and I was getting changed. This kind of service is unacceptable and awful value for money considering it was supposed to be a very special day.

Overall it was a great experience at the novatel, especially from the 32nd floor and the bar, the food and service was exceptional from all the staff, very professional and nothing was too much trouble, they always had a big smile on their face. Thank you to you and all the staff for a great stay.

Overall a great experience at the novatel , especially from the 38th floor and the bar, the food and service was outstanding from Orlagh highly professional and nothing too much trouble. Thank you and all the staff for a great stay.

The first room I was put in was so noisy from the DLR under the window and had coffee splashed all up the wall near the coffee machine, so I asked if it was possible to move to the other side of the hotel, staff were great and happy to move me with no bother. The next room was much bigger, clearly an upgrade, but there was black mould all round the bath, there was a used teabag in the bin when I got in and a spoon and cup had been used, there was also a huge brown stain on the sofa. Before I showered I rinsed down the bath. The location is great, beautiful views and Canary Wharf is lovely now, I was just surprised at how grubby the rooms were.