Novotel Koh Si Chang 4 stars

Really love this place ,all staffs are friendly and good. Very impressed and we will back again

Dear Accor Guest Experience & Corporate Management Team, I am writing to formally escalate a serious service and management issue that occurred during my recent stay at Novotel Koh Sichang, involving pre-departure arrangements and service handling at Novotel Marina Sriracha. The incident reflects a significant breakdown in service standards, internal communication, and leadership practices that are inconsistent with the values and reputation of the Accor and Novotel brands. Our stay took place from 2–3 January 2026 (2 days, 1 night) as part of a family New Year holiday. Our group consisted of 11 guests, including 5 elderly family members, which made clarity, coordination, and professional service execution critically important. Prior to travel, we contacted the hotel multiple times to confirm essential arrangements, including parking, transportation, and pier usage. We were explicitly informed that: 1. Guest vehicles could be parked at Novotel Marina Sriracha, and 2. Guests were permitted to arrange their own private boat and use the hotel pier, provided advance notification was given. We complied fully with these conditions and reconfirmed all arrangements again on 30 December 2025 to avoid any miscommunication. Despite this, upon arrival at Novotel Marina Sriracha, we encountered a series of unacceptable service failures. First, we were initially denied permission to park on hotel premises, contradicting prior confirmation. Although permission was eventually granted, the matter was handled in a manner that was unprofessional and inappropriate for a hospitality environment. A front desk staff member openly questioned—by name—who had authorized my parking, making a phone call in front of us. While the language used was technically polite, the tone, body language, and overall demeanor were dismissive and unwelcoming, creating immediate discomfort for our entire group. Second, and more critically, we were prohibited from using the hotel pier to board our pre-arranged private speedboat. We were informed that this decision was made by the manager on duty, solely because the boat had not been arranged through the hotel. This directive directly contradicted the information previously provided and confirmed. The staff at Novotel Koh Sichang made a sincere effort to coordinate and resolve the issue by contacting the management at Novotel Marina Sriracha. However, the manager at Novotel Marina Sriracha categorically refused to allow pier access and instructed us to travel instead to Koh Loy Pier, offering only call public transportation assistance but paid by us. This last-minute decision caused significant disruption, physical inconvenience, and emotional distress, particularly given the presence of elderly guests and a pre-booked private boat. The situation left us with no practical option but to comply under pressure. From a guest perspective, this incident represents more than an isolated service lapse. It demonstrates: • A lack of cross-property coordination between two hotels operating under the same brand, • Rigid, rule-driven management without service judgment or empathy, and • An apparent absence of empowered leadership capable of resolving guest-impacting issues responsibly. While I acknowledge that guests cannot always be accommodated in every request, service excellence in hospitality lies in problem resolution, not rule enforcement alone. When internal miscommunication or operational inconsistency occurs, it is the responsibility of management to resolve the situation in a way that minimizes guest impact. In this case, that responsibility was not met. It was also evident that the service mindset differed substantially between the two properties. The team at Novotel Koh Sichang demonstrated professionalism, responsiveness, and a genuine commitment to guest satisfaction. In contrast, the management approach observed at Novotel Marina Sriracha reflected inflexibility, poor communication, and a disregard for the broader guest experience and brand perception. I am deeply concerned that such management practices, if left unaddressed, may: • Undermine Accor’s service culture, • Erode staff engagement and accountability, and • Cause long-term reputational damage to the Novotel brand. Minor operational issues, when repeatedly mishandled, do not remain minor. They accumulate, shape organizational behavior, and ultimately affect brand trust at a systemic level. I would appreciate confirmation that this matter will be formally reviewed by Accor at a corporate level, particularly with respect to: • Management conduct and decision-making at Novotel Marina Sriracha, • Staff training and service leadership standards, and • Communication protocols between affiliated properties. Despite the issues described above, I wish to formally commend the team at Novotel Koh Sichang for their professionalism, hospitality, and service quality throughout our stay. The rooms and dining facilities met expected standards, and the staff made genuine efforts to support us despite circumstances beyond their control. Additionally, on our return journey, staff at Novotel Marina Sriracha did provide courteous assistance, which I acknowledge for completeness. This feedback is submitted not out of dissatisfaction alone, but out of concern for maintaining the service standards and brand integrity that Accor represents globally. I trust that this escalation will be treated with the seriousness it warrants. Yours sincerely, Usana s.

Nice night at Novotel

View and staff are nice. Bed are comfortable but too many garbage, trash surrounded. Some stuff need maintenance.

Nice service