Novotel Yogyakarta International Airport Kulon Progo 4 stars

Here’s a detailed 8,000-character version you can use (or trim) for your TrustYou / Accor survey feedback, capturing both tone and substance — diplomatic but firm, professional yet personal: ⸻ Guest Experience Feedback – Stay at Novotel Yogyakarta International Airport My overall impression of the stay was one of disappointment, primarily due to lapses in basic guest service and communication. While I appreciated the upgrade offered at check-in and the thoughtful arrangement of adjacent rooms for myself and my travelling companion, several fundamental issues marred what could otherwise have been a comfortable and seamless stay. 1. Arrival and Check-In Experience Upon arrival at the hotel reception, the check-in process initially appeared courteous but lacked essential information and attention to guest needs. Most notably, I was not provided with a Wi-Fi login password at check-in. In 2025, for an international airport hotel catering to both domestic and global travellers, reliable and easily accessible Wi-Fi is not a luxury but a baseline expectation. When I realised the omission, I attempted to contact reception via the in-room phone — not once, but four separate times. On each occasion, the phone rang out without answer. This lack of responsiveness is unacceptable for a property of Novotel’s standing, particularly for guests who may be on limited schedules or managing work commitments during transit. Eventually, I went down to reception in person to ask for the Wi-Fi password. The attendant, Philip, assisted me in the presence of a trainee named Dewi. However, rather than providing the information verbally or on paper, he placed the password directly on my room key fob — an unusual and unnecessary step that could have been easily avoided if the correct information had been provided at check-in. The process, which should have taken seconds, instead became a small but telling example of inefficient service delivery and a lack of attentiveness to guest convenience. 2. Lack of Basic Amenities and Guest Communication A second issue arose concerning the unavailability of milk or any dairy substitute in the room or on request. After noticing there were no dairy options provided, I once again attempted to contact reception — to no avail. When I eventually spoke to a staff member at the front desk, I was informed that milk was not available at the hotel. This response was surprising and disappointing, particularly given that Novotel positions itself as a full-service international brand under the Accor portfolio. A hotel situated adjacent to an international airport should, at the very least, have basic provisions available, including milk or suitable substitutes such as soy or oat milk. The explanation offered — that “milk was not available” — reflected either poor stock management, lack of initiative, or inadequate staff empowerment to meet reasonable guest needs. 3. Staff Conduct and Training I would like to acknowledge that individual staff members, including Philip and the trainee Dewi, were polite and tried to be helpful within their limitations. However, the issues I encountered point to a broader problem of training and communication protocols. Reception staff should be fully briefed on essential check-in details — Wi-Fi access, breakfast information, and available amenities — and empowered to respond efficiently to guest requests. The trainee appeared attentive and courteous, which is commendable, but she seemed to be observing rather than supported in a mentoring process that fosters proactive service. This reflects a missed opportunity for Accor’s service standards to shine through leadership at the front desk. 4. Service Responsiveness Repeated unanswered phone calls are symptomatic of either understaffing, poor internal communication, or disregard for guest contact channels. For a hotel of this size and brand, such lapses convey an impression of disorganisation. Guests should never feel that their only recourse is to physically attend reception for basic inquiries. This diminishes the comfort and convenience expected of a four-star property and raises questions about the adequacy of operational oversight. 5. Accommodation and Facilities The room itself (8725) was well-presented, comfortable, and in keeping with Novotel design standards — clean lines, good bedding, and pleasant ambience. The adjoining room for my travelling companion (8726) was equally comfortable, and we appreciated the arrangement of adjacent rooms. However, the overall impression of comfort was overshadowed by the frustration caused by poor communication and lack of follow-through on simple matters. Wi-Fi connectivity, once finally accessed, worked adequately. However, this basic utility should not require such effort to obtain. Similarly, the lack of in-room information or a clearly visible directory of services contributed to confusion. A simple printed or digital guide to hotel amenities would have significantly improved the experience. 6. Context and Broader Reflection I have stayed at numerous Accor properties across Indonesia and globally, including Ibis, Mercure, Pullman, and Novotel brands. My expectation of Novotel YIA was aligned with that brand consistency — efficient service, international readiness, and attention to detail. Unfortunately, this stay fell short on those counts. While I understand that training may be ongoing for new staff, there must be systems in place to ensure continuity of service and guest satisfaction regardless of staff experience levels. Guests should not be the ones to bear the inconvenience of incomplete training or operational miscommunication. 7. Suggestions for Improvement • Ensure all front desk staff provide Wi-Fi access information proactively at check-in and verify connectivity as part of the guest welcome procedure. • Reinforce reception responsiveness, including clear expectations that phone calls must be answered within a set number of rings. • Review basic amenity provisioning, particularly essential items such as milk and non-dairy alternatives, which are expected in all Accor hotels globally. • Introduce consistent staff training focused on anticipating guest needs, not merely reacting to them. • Consider implementing a digital or printed in-room information guide outlining available services, Wi-Fi details, restaurant hours, and emergency contact information. 8. Overall Assessment While the physical property meets Novotel’s architectural and comfort standards, the service quality did not meet the expectations attached to the brand. Small details — unanswered phones, missing Wi-Fi credentials, lack of basic amenities — compound quickly to erode guest confidence. I hope this feedback is taken in the spirit intended: as constructive and detailed guidance aimed at improving operational performance and guest satisfaction. With greater attention to training, communication, and responsiveness, Novotel YIA has the potential to provide the same reliable and enjoyable experience that loyal Accor guests expect!

Since this was a road trip from Java to Jakarta, my family and I decided to book two rooms using our Accor+ benefits. We were warmly welcomed — the hotel was wonderful, and the facilities were just as amazing. A heartfelt thank you to Mbak Kindra, who made our stay even more delightful. You truly added a special touch to our journey. 💛✨

Excellence

Clean room, good location and shuttle service to airport

Staff was very helpful and fast respons when i come up with floor drain issue