I am writing to formally raise a concern regarding my recent stay at Novotel on 15 August. Upon arrival, the night Duty Manager greeted us without a proper welcome and immediately asked for our keys. We explained that we had not yet checked in but had booked online. After confirming our booking and full payment, he informed us we were required to pay a $320 deposit as security in case of damage. This amount surprised us, as it seemed unusually high. I reconfirmed that our stay had already been paid for, and Amrit explained that the $320 was only a deposit. We paid the amount and proceeded to our room. Later, I reviewed the hotel policy outlined in the confirmation email, which stated that the required deposit is $100. I returned to reception to clarify. Another staff member confirmed that $100 is indeed the standard deposit. When I asked Amrit to show me where it stated that $320 was required, he could not provide a policy and instead said he had “just charged randomly.” This explanation was unsatisfactory, so I decided to follow up with the morning staff. The morning team was surprised by what had occurred, apologised, and confirmed it should have been $100. I also spoke morning Duty Manager, who advised that because I paid by credit card, the deposit should have been $50, not $100, and certainly not $320.

Always a great stay, with friendly service and great facilities.

The staff are very friendly. I only had one issue, and that was the guest laundry - it was extremely helpful to have this, but they need to put clear instructions for the different machines up. I lost $4 - this is not about the money - but the porter was at pains to tell me what I did wrong, and honestly - I didn't do anything wrong I just tried to figure out the machines with no instructions. He did not offer to return my coins - a very small amount but I felt that was a bit off. He also did not need to lecture me, how am I to know how to operate the con mechanism? The two machines had a totally different system, one was a push in, one was a push in and pull out (I didn't know to pull the coin thing back out). It was annoying. Also on check in, and in the room there was no information given about breakfast times, no water in the room or suggestion to get water for the room, no indication that weekend breakfast went for longer, and no help to bring bags to the room. When checking out there were no trolleys left and I had to make several trips on my own, a fellow GUEST offered to help me. None of this is bad - I wasn't annoyed, but it is not 5 star so I think they could reflect that more honestly in their rating? I will repeat that the front desk and the restaurant and housekeeping staff were all very friendly and welcoming and the food was excellent. The decor is looking a little worn and tired but the rooms were clean. I would stay there again.

Remarkable, great staff+ facilities. Definitely 4 star, but very high quality within that bracket.

Website states no reserved parking (first come first served basis) and limited parking. When we arrived there was approximately 13 free parking sapces coned off down the side of the building. When I enquired about those spaces i was told by the valet that they had been reseved for a group. Ehat happened to first come first served. This then forced us to find alternative parking and in the end not knowing the area we used the valet service.

very welcoming staff polite so easy to talk to

Great location

Centrally located so walkable to many dining options and central city. Modern building but showing signs of wear. The fridge in our room did not work. The staff offered to move us to another room, but as we were only staying 1 night, we decided against it.

This hotel was very basic and relatively comfortable but I cannot believe how much I paid for it. It was worth about half the cost. I was only there overnight, so it suited my needs. However, when I asked the desk clerk about tours in the area and then again about the train schedule, she unhelpfully referred me to the internet. Don't expect much.

Great location, helpful staff, very clean

A great place to stay. Within city centre but still quiet. Staff were friendly and helpful

A lot of work going on but the staff made it bearable Once the upgrade is finished it will be a top notch Hampton

Great place to stay!

Great hotel with great staff

It’s a great quiet place to stay. Rooms are very comfortable. Bathroom is a little tight but shower pressure makes up for it. Breakfast was really good. Had to run the dryer twice to dry my load of clothes so that was a time waster

I had asked for a room that would face the river because I wanted quiet, I was given a lovely room with windows on 2 sides but facing the casino across the street, which was noisy until late in the night.

Great hotel, room was overlooking the river. Breakfast was great. 😊

Liked Staff. They were all friendly and helpful. Didn't like the car parking facility

Great hotel but the carpet was not great and the big stain did not help. The shower door had brown scunge at the base which was no great. All and all very comfortable, well appointed and only minor issues. Will stay again.

Nice hotel. Appears to cater to business travelers. Rooms nice facing the river. Car valet service very good. Carpet in room was wavy needs to be replaced.