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Matty G
Melbourne, Australia

Just awful customer service and underwhelming hotel.

1.0 of 5 bubblesReviewed 22 Apr 2024
For the price you should pay it is underwhelming and management should be ashamed. As others mentioned, check in on queues are long at 0100 and when queried with staff, a rude reply of we can't predict the planes. I know I can. They arrive 98% of the time between 2300 and 0100.
It is an embarrassment to the Territory to our international guests. I don't understand that they can get away with this level of customer service.

2024 prices with 1970s country flag inn accomodations and staffing.
Date of stay: April 2024
Room Tip: Go into town
Trip type: Travelled as a couple
1.0 of 5 bubblesValue
1.0 of 5 bubblesRooms
5.0 of 5 bubblesLocation
2.0 of 5 bubblesCleanliness
1.0 of 5 bubblesService
1.0 of 5 bubblesSleep Quality
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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 22 April 2024

Having lived in the Top End for 2+ years now and used the Novatel / Mercure numerous times prior to renovations, I was so disappointed to stay there recently after flying back in from Sydney. As all people who live up here are well aware, there are a lot of flights that come in and leave early hours of the morning. My flight arrived after 12am and upon arrival at check in there was a long queue of people with only one check in staff working. This was check in for both the Novatel and the Mercure. After a 1 hour wait and the appearance of a 2nd staff member, we were advised that it was a management decision to have only a couple of staff on at night and both staff were very slow and full of excuses. The next morning on checkout, we complained and were rudely given more excuses that they could not predict the amount of flights coming in and once again it was a management decision. Whilst it is convenient and close to the airport, I will no longer be using either hotel. The staff at the Quality Hotel Darwin Airport next to the airport tavern are much more friendly and helpful. I would suggest considering that you are the face of Darwin for international guests arriving that you pick up your socks and treat your guests with more respect especially considering how much you charge per night.

Date of stay: March 2024
  • Trip type: Travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
2  Thank islandchick67
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 18 April 2024

Rooms are large but well worn and a bit dated. The bed was comfortable and it is an easy walk to the airport. The bathroom was small but functional with a walk in shower. The a la carte breakfast was good. The pool was closed when I was there, but you can use the pool at the Mercure. I found the rooms here to be larger than the Mercure. Wifi was free and fast. All in all a reasonable option if you need to be close to the airport.

Date of stay: March 2024
  • Trip type: Travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank Peter R
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 7 April 2024

Stayed at the Novotel for 5 nights purely for their new pool area. Unfortunately pool was closed for the entire time we were there. Staff had no idea when it would open and gave us several different reasons for its closure, one staff member went as far as saying the Darwin airport had closed the pool and we should take it up with them. The other pool was dirty and murky. It had a lot of debris on the bottom. Rooms were old and basic, it also had a bad musky smell. The one good thing is that’s close to the airport!

Date of stay: April 2024
Trip type: Travelled on business
Thank AzureH3
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 17 March 2024 via mobile

Absolutely disgusting, from the moment I stepped out of the lift the whole place stank. The first room I could not stay in due to the smell, the next was not much better. Both pools were out of order, told we could walk across to the other hotel to swim. The restaurant was closed, the poolside food was an over priced under stocked display cabinet if pre-made options.
When our flights out were canceled , I was told the price for an extra night was more and would be back in the stinky rooms or the cost was even more
I came here due to the name and thought it would be nice as I am travelling with a new employee on his first work trip - absolutely disgusting.
Do not stay here, the rooms are not what are pictured at all

Room tip: Don’t stay here, avoid avoid avoid
Date of stay: March 2024
Trip type: Travelled on business
Thank 380ja
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 7 January 2024 via mobile

A great convenient location if travelling, offering shuttle to and from airport. Rooms are spacious and functional especially the 2 bedroom Appartment and reception service is good. The addition of the new pool entertaining area is huge bonus, proving popular with many.

Date of stay: December 2023
Trip type: Travelled with friends
Thank Tony 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.
Desi Korina, Guest Services / Front Office at Novotel Darwin Airport, responded to this reviewResponded 11 January 2024

Dear Tony W,

Thank you for taking the time to share your feedback with us! We are delighted to hear about your positive experience during your stay at our hotel.

It's great to know that you found our location convenient, and the shuttle service to and from the airport was helpful for your travels. We appreciate your kind words about the spacious and functional rooms, especially the 2-bedroom apartment. Our team is dedicated to providing excellent service, and we're pleased to hear that you found the reception service to be good.

We're thrilled that you enjoyed the new pool and entertaining area; it's indeed a fantastic addition for our guests to relax and unwind.

Your feedback is valuable to us, and we hope to have the pleasure of welcoming you back for another enjoyable stay in the future.



Best regards,
Desi Korina

Front Office Manager
Novotel and Mercure Darwin Airport

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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