Novotel Perth Murray Street — Hotel in Perth

What began as a minor concern turned into an experience that was distressing and dangerous to my health. Soon after check in, I noticed an unpleasant odour in the bathroom. I waited a few days, then called reception on Sat and asked if someone could spray the room. When I returned there was a pleasant fragrance. However, the next morning the odour had returned. I contacted again and explained that although the spray helped temporarily, the smell came back overnight. The receptionist asked if I wanted to move, but I said I was staying for a couple of weeks, so moving everything would be a hassle. I said I was happy for the room to be sprayed daily. When I returned, I noticed a very strong smell and loud sound. I found a machine running. I had not been informed anything would be placed in my room, nor warned not to enter. After researching, I discovered it was an ozone machine, which is harmful when inhaled—especially in unventilated spaces. Health advice and product guidelines state such machines should never operate while people are present, and rooms must be ventilated before re-entry. My room had no windows, meaning proper ventilation wasn’t possible. I was extremely concerned and stood in the hallway researching the health risks. The hotel made no effort to warn me, ask how long I’d be gone, or provide instructions. I could’ve unknowingly inhaled ozone for hours if I hadn’t investigated on my own. At the front desk, staff member Vivian cut me off and offered no apology—only excuses that they didn’t have my mobile number (despite me calling them from it). She said they “just wanted to fix the issue ASAP.” There was no sense of accountability or customer care. I asked to move rooms (even though I hadn’t wanted to) because I no longer felt safe. I also asked for a mask—she went to look and returned saying there were none, again with no apology. Her facial expression appeared amused, which I found inappropriate and unprofessional. She brought out the manager, Abraham, who was equally dismissive. He too claimed they couldn’t contact me because they didn’t have my number—despite the contradiction. Even if true, they could’ve left a note, called the room, or confirmed how long I’d be out before using a chemical device. I explained what I’d read about ozone exposure, including the machine’s warning label stating “excess ozone concentration can cause mucous membrane and respiratory irritation” and that the room must be ventilated after use. Abraham brushed this off, saying it was a “commercial machine” and the AC was on. He showed no concern and didn’t apologise at any point. When I asked for a mask again, Abraham managed to find one—proving Vivian hadn’t tried. I told him I felt dismissed and would escalate the issue. He continued defending the decision, insisting the AC would ventilate. Eventually, he said the machine had been removed and I could go back in immediately as “the AC had ventilated the room and it was safe.” I returned to pack—wearing the mask—and saw a note (attached). I could still detect the strong ozone smell. The ordeal took over 1.5 hours of my time. After identifying the machine—Nero 7G Ozone—I found the manual, which states you should wait at least 40 mins before re-entering a treated space. If ozone smell remains, leave another 20 mins. So while Abraham insisted it was safe, the manufacturer’s own instructions contradicted him.This wasn’t just inconvenient—it was dangerous. I was never difficult or demanding. All I originally asked for was a quick spray. Instead, I was exposed to a health hazard, treated with disrespect, and received no apology or accountability from management. The only staff member who showed empathy was the woman who later helped me move rooms. I’m sharing this so others don’t go through what I did. Please do not stay at this hotel. If you care about your health, comfort, or being treated with basic respect—look elsewhere. This situation was handled negligently, dismissively, and irresponsibly. Your wellbeing should never be compromised by a hotel’s shortcuts or...

My experience was not good at all.

I chose the hotel based on valet parking in the city location, proximity to concert arena, swimming pool.

Upon arrival, I could not find where to pull in to leave my car for valet parking. There is no pull up area, at all. I called the hotel and was advised that I had to find street parking and then come in. I pointed out that this is impossible in the city at 3pm but they said it was the only way. I drove around a city block no less than four times to no avail. Time was pressing and eventually, I parked in a zone where it was risky to park and some distance from the hotel. Raced down the street only to be told that no valet parking is available. They were full. Unbelievable.

Finally get there, no way to meet my 4.15pm deadline for the concert, and the wait at check in was terrible. Not many people just incredibly slow. People around me also going to the concert were complaining about why it was taking so long. I can't work out why the staff work at such a slow pace with guests clearly getting annoyed. No rush at this hotel.

My room price was incorrect but I said I would sort it later. I was still better off than the family beside me whose room wasn't available at all and were told they could have a different room and a trundle bed.

Get back from the concert at 11pm and needed to order food. The 24 hour room service had 4 menu items only and the site said there was only 4 minutes to order before it closed. Scrambled (complicated check out system under such time pressure) to order $60 worth of food, some spaghetti for my daughter and a toasted sandwich. An hour later, it still hadn't arrived. Was informed they were very busy.

I decided to just put on my pjs and get in bed. It was after midnight and we were exhausted. Climb in to bed and it is WET. House keeping made a wet bed! I called down to housekeeping and they said they would send someone up. Someone arrives and confirms the bed is indeed wet and he will get the manager. Huh? So I wait further and they send up the manager who moves us immediately to the 13th floor (as if we weren't unlucky enough as it was). So I pack up myself and my child and we lug our stuff, no assistance, to the new room.

Food arrives as we do and it is cold and stodgy and unedible but I've given up by this point.

Head down to breakfast and they are obviously unable to cope. Out of plates, glasses, food, juice. The food that was available was actually very good and it had the potential to be an excellent buffet. The coffee machine wasn't working and one guest took it upon herself to empty the pods onto her plate in an attempt to fix it so people could have a coffee.

Had booked and paid for a late check out. Went shopping and returned to grab our stuff. Card wouldn't work on the elevator. Went back to the desk and explained we couldn't get into our room. Got another card (very slow, they must be operating an efficient system because there is no way things take this long) and went to our room. Card wouldn't work on the door. I was really under time pressure again now. Asked housekeeping to let me in to grab my bag. Unable to do that. Asked if she could call down to reception to confirm there was an issue and let me in, no. I called reception and was told by the older woman that she would fix a card and come up. 11 minutes it took her! 11 full minutes to come up.

Upon arrival, we me anxious to grab our bags and race off, she stands at the door and knocks. I am just staring at her at this point. Shaking my head as I stand there with arm loads of shopping and a child at my side while she knocks. Card doesn't work. Thankfully hers was able to over ride it and she mumbled something about a time lockout except I had paid $90 for late checkout and there should have been no issue.

No compensation was offered for the wet bed and room change (not an upgrade) at 1am.

This hotel does not have what I would consider the basics such as a bottle of water by the bed or toothbrush...

I would like to take this review to tell something about the housekeeping issue on my last day 28 September, which had developed into a worse experience later on that day by the reception manager.

Due to word limit, I keep it short here, the housekeeping staff appeared in front of and next to my room but didn’t clean mine, I had to go out twice and waited till the checkin time was passed and my room still not cleaned.

I followed the information on the card given upon my arrival, dialled 6325 to contact the duty manager about this, it rang for a while, then the reception answered the call (wasn’t it supposed to be the duty manager?). I told the reception my request and asked the towel stuff to be replaced ASAP. Roughly after 25min, nobody came, but I heard some noise outside, I opened the door and saw the card saying ‘I put the Not Now sign on and cannot deliver housekeeping’. Well, i was really pissed off by then.

I found the housekeeping staff who was doing her job not far from my room. She showed me a photo, that seemingly the ‘Not Now’ sign was put on my door (I cleared knew that I put ‘please come in’ side on)… (plus, if the reception did inform her, she would have known I needed the service) I checked with her on whether she got the message from the reception telling her to replace my towels and cups as soon as possible, she said she didn’t.

You could say it’s within hotel’s normal time for housekeeping to be done, but why the housekeeping had done to the room opposite and next to mine, but not mine! While I phoned to replace the towels asap, why the message never went through to the housekeeping staff!?

Dramatic things happened in that afternoon to escalate the situation, I received a phone call from the reception manager, what I heard via the phone was saying I wasn’t satisfied with the housekeeping while he tried to let me know how the housekeeping works in this hotel.

I asked to talk in person in the lobby to this manager, surprisingly, I was told that I just wanted to be aggressive! Why would I suddenly become aggressive on the last day of my 4-night stay? Who made the call to my room to educate me, and now I became the aggressive one, well, you gave me the chance and provoked me to. After that, he suddenly left me in the lobby and went back to his office… I was really impressed such scene would ever happen in my life, someone who’s not satisfied with the service to be told aggressive…

Roughly 5 minutes later, the manager came out to continue the talk… He might say he left me there to let me calm down, but is it appropriate to leave your customer there in the middle of the conversation? What if I just left like what he did, how the conversation would end?

Here, the ‘alleged aggressive’ took responsibility to stand in the lobby waiting to finish the conversation that the ‘customer service’ manager had started with a call to his room. Sad and ironic, isn’t it? I understand that the information he received was from the staff side, it might sound like i made trouble without reasons. But the way he tried to solve the issue by educating me, and left me alone in the middle of the conversation was totally unacceptable. He apparently only thought about things from the staff’s side at the beginning.

I told him what was exactly written in the first part of this review, I believe he eventually understood my concerns and unsatisfaction. He tried to offer what he could to make me happy, really, I’m not the kind of customer to request things for making complaints.

I spent time on writing this, I don’t need a reply (I clearly know how official the response would be), I do this for the future potential customers you may serve not to experience...