Novotel Rotorua Lakeside — Hotel in North Island

Staff were unwelcoming at check-in, did not outline hotel info nor advise any facility issues during our stay. No porter/bellboy as advertised. We parked in the "Accor members" park (all empty) as we're members, but were told to move and pay for parking as we were not the member class required, even though street parking was free we were not informed and encouraged to pay.

We went to our room, beds were made poorly and noticed the 4PAX room was set up only for 2 (towels/cups), we then noticed the hot-water jug was filled with brown gunk - so we had to call reception (5x no answer, so called the restaurant instead) for more towels and jug replacement. There were no free toiletries nor dressing gowns as advertised. Only wall mounted pumps, although bodywash was empty. There is no pillow menu for 24hr room service in the room as advertised. Pillows were old, yellow, and flat with no alternatives. Spare blanket in cupboard was dirty with brown marks.

We couldn't locate hotel information in the room so we called reception to ask about the pool, we were informed that the private spas were all booked during our stay (but weren't advised to book prior) but the heated family friendly pool was open and that towels were down there.

My family and I all went down in our swimwear expecting this, we arrived at the pool foyer filled with other guests waiting on towels, they said they'd already asked for towels themselves. We went in the pool however it was quite cold, surrounded by 'out of order' spas that had brown water in them and cones/tape - we didn't stay long. The website stated "an indoor pool and a children's pool" however we only saw one pool that was too deep for children with tall steps. We returned to the pool foyer however still no towels had arrived, and there was no phone to contact reception. We stopped a man who was monitoring the pool chlorine and questioned the towel situation, he said he didn't even work there, but he'd look into it. My daughter went to reception dripping wet in her swimwear to get us towels but was told she'd have to wait as they're still getting them sorted. The pool testing man returned with towels for us soon after. We literally only stayed at this hotel for the pool facilities, yet these were not functioning at their advertised capacity. Once back in the room, we called room service twice for dinner, but they did not answer.

At 7.30am, we went downstairs and found left over alcohol/glasses on the outdoor bar tables still (hazard). We hoped the buffet breakfast would make up for it, but it was cold, and the breads/pastries were stale. Only a handful of tables used and several wait staff, yet at least two indoor tables had birds eating the unattended leftovers. Hygiene was not great with all glassware looking murky. The restaurant bathroom was out of hand towels with no alternatives.

At check-out we brought these issues up with the manager but he did not know what to do about the service and state of the hotel - we stated this didn't need an immediate resolution and he said he'd email following this. These issues appear to have been ongoing (not sudden/recent). However, we were not informed of this prior to booking and feel this is beyond false advertising and not reflected in the price. I am incredibly disappointed and would not recommend it to anyone until improvements are made. Certainly not a 4-star...

Review Novotel Rotorua Lakeside Room: Executive Suite

Novotel Rotorua is an established hotel (built in 1996), quite dated, although it is not too bad for the age, the renovation will bring it back to its glory as the location is perfect. So close to the lake.

As a family hotel, usually they have soft toys for the kids (not this time though), not sure if kids still eat free on breakfast (with paying adults) in Atlas Restaurant as our room already includes breakfast. Facilites they have small pool and hot jacuzzi with gym room. From time to time they might have special invitation for guests to visit local attraction. Before this trip, they gave us free treewalk entries. But not this time though.

For our room, it needs renovation although to us it is still good enough. Great position as we have both lake views (in the corner), 2 levels, below it has toilet, tea coffee facilities and fridge, TV with google chrome (you can watch any apps on your device on the TV), 2 sofa bed (big size sofas that can be used as beds).

Upstairs has big bathrooms with separate toilet (cistern valve needs a replacement as it is leaking unles you tap multiple times), shower and bath tub with jacuzzi, plus separate bedroom with king bed. Nice view as well. TheTV doesn't have Google Chrome in here though.

The only downside of this room is the wifi, it is very weak.

As a platinum member, I found the hotel pretty generous with welcome gifts they gave us (chocolates, wine, Rotorua locals's soaps and mud face mask and soap). However, somehow you need to mention if you are Platinum member everytime you asked something. We've got cocktails from the bar for our welcome drink! Special mixed by Teu, a great bartender from the Bar. Teu is an asset to the hotel because of his bubbly yet polite personality.

We also got a great help from other staffs, Gurinder, Connor, and other room service's ladies (sorry I forgot to ask the names). And also as platinum and because it was quiet day, they allow us to get late checkout up to 4pm.

Parking are free for Accor ALL (or Plus?) members, they have spot for EV on the front (somehow it didn't work for mine, but I still can use my own 15A cable as they have 2 15A Wall Sockets. Otherwise there are 2 Tesla fast charger on the back.

For breakfast at Atlas Restaurant, it just standard. Bacons are overcooked, tomatoes are watery (might be mixed with can's tomatoes?), fruits are not fresh especially oranges, 2 kinds of sausages, 1 is nice, the other not so. Anyhow, it is pretty standard Novotel's breakfast everywhere anyway.

Overall, we are happy with it. Are we gonna be back in the future? Sure. But hopefully they are thinking about doing some renovations.

PS; somehow the room service whom prepared the room missed 1 thing from previous person, they put the print out of the booking details of the previous person on the table where they put the welcome card and gifts for me. Which I don't mind but quite scary if you left your booking printout with the details on it and they missed to throw it.

Also I just got parking notice ticket for not paying (hopefully Novotel Rotorua will fix this soon as I should get the free parking for my...

Understanding increasing operational costs, labour shortages, and inflationary pressures as the economy emerges from COVID slowdowns and many hotels, motels used as emergency housing for those struggling to keep their heads above water. Novotel Rotorua does offer a reasonably comfortable and safe stay. This said, there is always room for improvement.

Maintaining facilities to the standards expected by discerning guests paying in excess of $240 per night on a good day with special offers included. The hotel could do with refurbishments to adapt to a forever changing market.

Considering the price paid per night. The decor along with the interior of rooms is in need of attention. Bathroom fixings are old and outdated with shower heads from the mid 80s to late 90's. Detachable handheld shower heads are more appealing. Individuals have the ability to wash hard to reach places with thorough rinsing. Also helps cleaners reach tough spots saving time and money spent on commercial products. Toilets also in need of attention with bathroom vents needing thorough cleaning. Could also see hard water stains imprinted on bathroom tiles from daily shower use. Showers over the bath is also rather outdated. Hygienically not ideal.

Rotorua is my hometown and the Novotel was a place of secondary work back in the early 90's. Having travelled round then finding home in Australia. The design of a hotel, both interior and exterior, is often the most effective way to make an exceptional first impression.

Under further observations - The lobby is an underdeveloped space with potential to promote authentic cultural traditions that better represents the destination around it.

The lobby is essential element for all guest that ought to provide the perfect balance between form and function as it strives to offer a showstopping space that will create the best possible first impression while performing a number of crucial tasks. In today's times, the lobby is a multifunctional space of versatility. On this note, both the bar and restaurant are too far from the lobby at present. Ideally a lobby that builds a sense of community and enhances the hotel’s overall ethos cements the deal drawing more people in all whilst developing the character of the Novotel brand during which the Novotel is able to better capitalise on revenue.

Overall, the Novotel is in need of an upgrade. The lobby is best used as a lively social space to co-working zones, meeting areas, casual dining and open-plan bars. Afterall the lobby is seen as the beating heart of hotels, and the same principle applies to bars and restaurant.

Chefs are the heart of all dining experiences. Barman and barwoman are the same. Without the right people, all the Novotel has is a room for the night with mediocre offerings charge at a high...