Dear Reception Manager / Management of Novotel Hotel Taoyuan,

This is to bring to your notice that I am extremely disappointed with the service given by your reception and hotel management on the 25th January 2020 (First Day of Lunar New Year). It is truly a bad experience which has ruined what was supposed to be a happy holiday.

It was during Chinese New Year this year that my family and I (10 of us) have travelled to Taiwan and booked 5 rooms with your hotel. Upon arrival, we discovered the severity of the current novel coronavirus as it was just announced that someone from Taiwan was infected.

We noticed many hotel guests including staff were wearing masks. As we did not bring any, we asked the reception for the nearest convenience store and was directed to go to the airport as most stores near the hotel were closed for the Chinese New Year holidays. I travelled all the way back to the airport only to discover that all masks were sold out.

I then took a taxi to town and managed to purchase 5 masks which were the last few left on the shelves. My taxi driver even kindly gave me 2 masks. Upon returning to the hotel, I requested with reception to spare me 3 masks for my family members. The lady who was working at that time (and wearing mask) did not bother to even understand my situation or even check if they have any spares. She just said ‘not available’.

I then emphasized to her that if they could not spare us any, I will have to go out by taxi again to town and find some more. Bear in mind, this was during Chinese New Year Eve dinner time. That did not change a thing and I was told that hotel do not provide masks. It wasnt until I have entered the taxi for the second time when another staff came chasing after me to let me know they have some but it was too late as taxi has left.

I could see that all your hotel staff are wearing masks. I am appalled by the lack of empathy given by your front desk service even after understanding my situation. I did not demand for the hotel to provide masks for each and every one of my family members but only spare a few as we could not purchase any outside at that time.

The indifferent behaviour or as Chinese say, the lack of 人情味 has made me think twice about returning to your hotel. I have been a loyal customer of your hotel whenever I’m taking business trips to Taiwan and have always appreciated the customer service you offered.

However, this experience and the behaviour of your staff has left a bad taste in my mouth. I hope that in the future, your hotel should be well prepared to handle such type of situations better to make your guests feel safe, comfortable and well taken care of.

I have stayed twice in the Novotel Taipei Taoyuan Internation Airport within a month. Novotel is located in a 5-10 mins ride from the Terminal and they provided shuttle from/to airport terminal every 30 minutes. Or else, you may also choose to take the Metro to A14a Airport Hotel Station. And the hotel entrance is just a few steps from the station.

The room is stylish and spacious. The airport view is awesome from the room especially for airplane lover. But if you are not airplane lover, you may still hear some airplane engine sound as it's really close to the runway and taxiway. The bathroom is spacious. However, for my both stay, the magic glass in the bathroom is not working at all.

The staff are helpful and polite but sometimes queue will be formed to wait for check-in.

Overall, it's a hotel worthy to stay especially if you need to catch a early flight in the morning.