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Reviewed 21 November 2013

My family stayed at the Novotel in an executive room with a king and sofa bed for a family weekend in Melbourne.

First of all the positives - the rooms was a good size and very clean. The location is fantastic in the heart of the city with great access to shopping and food. Breakfast in the restaurant was great and kids eat free which also makes it good value.

The negatives for us were small things but they added up. Firstly when we arrived the sofa bed was not made up as requested when booking. We tried to call down to reception but stayed on hold for several minutes and decided in was easier to go down and see them; the issue was rectified very quickly.

Secondly our room was not cleaned on the second day, we did have the "do not disturb" sign out from 2pm:-4:30pm (while our kids had a nap) but assumed it would be cleaned while were out in the evening we arrived home at 11pm to find it had not been cleaned....

Thirdly we were going to discuss this at check out but the man at the desk did not even ask how our stay was, so we didn't bother telling him.

The Novotel is a nice hotel in a fantastic location (if you are not driving). However the attention to detail and lack of of service will leave us looking for other options when we next stay in Melbourne.

  • Stayed: November 2013, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Accorhotels.com
Thank familyadventuresoz
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GM-Novotel-Melbourne, General Manager at Novotel Melbourne on Collins, responded to this reviewResponded 28 November 2013

Firstly, please accept my sincerest apology that we fell short and did not live up to our usual high expectations. As a team we are always striving to improve the guest experience and we are very sorry that we let you down with little details. Your feedback is constructive and will be taken to hard as we further tighten up our standard and services throughout the Hotel. Should you decide to stay again I hope you will notice the changes we have made. Please do not hestitate and contact myself or my team if we can be of help.
Sincerley,
Hayden Hughes
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 20 November 2013

A very enjoyable time; room was neat & clean & the bed very comfortable; the staff well trained, professional & polite; the position of the hotel perfect for what we required; overall a very pleasant experperience.

  • Stayed: November 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Accorhotels.com
Thank David B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 20 November 2013

  • Stayed: November 2013, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Accorhotels.com
This review is the subjective opinion of an individual traveller and not of TripAdvisor LLC nor of its partners.
GM-Novotel-Melbourne, General Manager at Novotel Melbourne on Collins, responded to this reviewResponded 28 November 2013

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC nor of its partners.
Reviewed 20 November 2013

  • Stayed: November 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Accorhotels.com
This review is the subjective opinion of an individual traveller and not of TripAdvisor LLC nor of its partners.
Reviewed 20 November 2013

  • Stayed: November 2013, travelled solo
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Accorhotels.com
This review is the subjective opinion of an individual traveller and not of TripAdvisor LLC nor of its partners.
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