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Craig
London, United Kingdom

Good Room, But Very Poor Customer Service

2.0 of 5 bubblesReviewed 10 Aug 2023
Whilst there are renovations going on at the moment, we didn't notice any noise and the (family_ room itself, although perhaps a bit "tired" was absolutely fine.

Customer service, however, was atrocious.

We left two items of clothing behind in the room and whilst I contacted the hotel within 24 hours, it took 4 days to get a response (an email asking me questions which could very easily have been answered in their own booking system) and then a further 3 days to tell me they couldn't find the clothes - what a surprise!

Date of stay: August 2023
Room Tip: Be aware that renovations are ongoing outside the hotel.
Trip type: Travelled with family
3.0 of 5 bubblesValue
5.0 of 5 bubblesLocation
1.0 of 5 bubblesService
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This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Desi Korina, Guest Services / Front Office at Novotel Darwin Airport, responded to this review
Responded 31 Aug 2023
Dear Mr. Craigobau,

Thank you for staying at Novotel Darwin Airport and for sharing your experience with us.
We appreciate your feedback as it helps us improve our services.

We're glad that you found the room satisfactory and that the ongoing renovations didn't disturb your stay. However, we are truly sorry to hear about your disappointing experience with our customer service.

We understand your frustration with the communication delay and the handling of your lost items. Your concerns have been noted, and we will review our processes to ensure a more efficient and responsive service in the future.

We apologize for falling short of your expectations in this aspect and hope that you'll give us another opportunity to provide you with a better experience in the future.

Thank you for bringing this to our attention.

Best regards,
Desi Korina

Front Office Manager
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
The listings of booking offers for each property take into account the compensation paid to us by our partners. Prices shown may be for varying room types. Prices displayed are the lowest available, corresponding to the least expensive room type available, as provided from our partners as of the time of the user’s search.
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Reviewed 4 August 2023

From the moment we rocked up to this hotel in the midst of a construction project, we had a terrible experience.
While I was checking in I asked if we could get assistance with our baggage. The person who was supposed to help us looked at me and said he had to go somewhere else first and would come back & help us. He never came.

When we saw the room we were assigned, it was so small most of our luggage wouldn't fit. It was very dated. We complained and they provided a nicer, larger room.

On the plus side, the restaurant was quite good & the staff were good.

In the morning we wanted to check out & get a shuttle to take us to the airport. We dialled the internal number twice & the phone just rang out. I called the outside line and no one answered. When we went down to reception, the person there just shrugged his shoulders.

Then....we asked for a shuttle to take us to the airport. We waited 10 minutes & then just walked to the airport.

Poor service all around.

Date of stay: August 2023
    • Rooms
    • Cleanliness
    • Service
Thank Cheryl M
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Eddie Villarroel, Guest Services / Front Office at Novotel Darwin Airport, responded to this reviewResponded 31 August 2023

Dear Cherryl M,

We are truly sorry to hear about your recent experience during your stay at our hotel. We deeply regret the inconveniences you encountered and appreciate your patience in bringing these issues to our attention.

We apologize for the disruption caused by the ongoing construction, and we understand that this was not the experience you were hoping for. Your feedback regarding the lack of assistance with your baggage and the issues with the room size and condition is concerning, and we're sorry for falling short in these areas.

While we're pleased to hear that you found the restaurant and some staff members to be positive aspects, it's clear that your overall experience was marred by the poor service you received, especially during check-out and your attempt to use the shuttle service.

We take your feedback seriously and will use it to address the shortcomings in our service. We hope you will give us another chance in the future to provide you with the high-quality experience you deserve.

Please accept our sincerest apologies for failing to meet your expectations during your recent stay.

Best regards,
Desi Korina

Front Office Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 31 July 2023 via mobile

You can walk from the airport terminal to this hotel but they also have a shuttle bus. It’s a nice hotel - nothing flash but good for a one night stay as you transit in and out of Darwin. Staff were lovely and the room was clean. I didn’t eat here but the restaurant and and pool areas looked nice.

Date of stay: February 2023
Trip type: Travelled solo
Thank SeekerAus
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 1 June 2023

Efficient shuttle service from the airport and friendly helpful reception. Clean room & bathroom, good a/c, TV (including Sky) and shower (with external exhaust).
But - very old tired room with very old mis-matched furniture. Absolutely minimal milk & teabags. No safe. And not cheap!.
Our stay was greatly improved with a very good well-priced breakfast by the pool, with great service from a smiling helpful Renee. Gets the job done for an overnight, that's all.

Room tip: Ask for a room opposite side to the construction work between Novotel & Mercure.
Date of stay: April 2023
  • Trip type: Travelled as a couple
    • Value
    • Location
    • Service
Thank KandTCanberra
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 25 March 2023 via mobile

It may call itself a Novotel, but it bears little resemblance to any others in the international chain. It is a very (very) basic motel. The photos on their site are very flattering- imagine that they were taken some time ago! ‘Tired’ doesn’t come close. And it is massively over priced.

Good points: the staff are very helpful and apologetic. The swimming pool is inviting- but the poolside bar wasn’t open (not at the weekend). Food was available at the Mercure next door- and was fine, as was the Mercure pool. Everything was clean (except the outside of the window on which ants had built a nest). It’s an easy stroll with a suitcase from the airport.

Surroundings: being redeveloped, dust everywhere, visually similar to trench warfare. Potentially, two years, worth a visit

Really angry that it wasn’t made clear how poor the hotel was.

Room tip: Walk to the hotel, don’t both with the shuttle
Date of stay: March 2023
Trip type: Travelled as a couple
Thank Nigel W
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 27 January 2023 via mobile

Staff are all so lovely and therefore I rate them 5/5. It’s a construction site though. Just awful. Nothing was open so we were asked to go next door to Mercure hotel to eat 26 Jan. car has to be parked over the road in a special compound. It’s just not pleasant.

Room tip: Wait a year til it’s finished
Date of stay: January 2023
Trip type: Travelled as a couple
1  Thank dreamonixx
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
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