Novotel Abu Dhabi Al Bustan — Hotel in Abu Dhabi

The worst Novotel experiences we have had. A complete disappointment.

This has been by far the worst Novotel hotel we’ve stayed in globally. The entire experience, from check in to checkout, was a disaster.

The reception area was always overcrowded. With only 2 or 3 receptionists handling a minimum of 10 to 15 guests at a time, we had to wait over 25 minutes just to check in. After finally reaching the desk, we were given a smoking room despite clearly requesting a non smoking one during booking. Exhausted from a 5 hours drive and a strong cigarette allergy, we were forced to go back down, retrieve our luggage from the bell desk, and wait again to change rooms.

When we finally got to our new room and hoped to rest, we were kept awake by loud music from a party happening at the hotel bar. Our room faced the central area where the noise was unbearable. We called reception again, they said that a party is ongoing and it wont end before 1am, and they eventually moved us to a higher floor. We managed to fall asleep only around midnight.

But the bad night didn’t end there. By 9 am, we were woken up again by loud construction noise from the floor above. Tired and frustrated, we tried calling reception for help with our luggage just to leave and continue the way to our home, !better for us, but no one answered despite calling multiple times for over 10 minutes.

Eventually, my husband had to go down to request assistance in person. They promised to send someone within 10 to 15 minutes. Meanwhile, in the rush, he forgot the room key and had to queue AGAIN for another 20 minutes just to get a replacement, where security was there and refused to support.

To top it off, the valet area was a mess. The entrance was packed, cars were parked all over the place, and it took us an additional 15 minutes just to retrieve our vehicle and leave. It was a chaotic valet service. We absolutely do NOT recommend this hotel. The service is disorganized, the staff is overwhelmed, and the overall management is completely lacking. A truly stressful and disappointing stay. You just feel like it s a mall...

Dear Novotel Al Bustan Management,

I am writing to formally file a complaint regarding an extremely unprofessional and discourteous experience I had with your staff during a phone call earlier today.

At approximately 4:50 AM to 5:00 AM on [today 3 of September ], I called your hotel to cancel an existing room reservation. The call was answered by a staff member who, unfortunately, demonstrated a severe lack of professionalism, proper phone etiquette, and basic courtesy.

He answered the call with a simple “Aloo,” which I found surprising and informal for a hotel of your standard. When I asked to confirm whether I had reached Novotel Al Bustan, he replied rudely in Emirati Arabic, saying: “Heh, you reached the hotel, what do you want?” (هيه، متصل على الفندق، شو تبى؟) — in a tone completely lacking politeness.

I explained that I had a booking I wished to cancel, to which he responded sarcastically and disrespectfully: “Why do you want to cancel?” (“اشعنه تبغي تلغي الحجز؟”) — again in an unprofessional and condescending manner. When I answered “Yes” — somewhat shocked by his tone — he abruptly hung up the call in my face.

This type of behavior is entirely unacceptable from any staff member, especially at an international hotel brand like Novotel. As a customer, I expected respectful, helpful, and professional communication — not rudeness or mockery.

I ask that this matter be looked into seriously, that appropriate action be taken against the employee in question, and that steps be implemented to prevent such unprofessional conduct in the future.

Thank you for your attention to...

I had an extremely unpleasant experience at this hotel, and I feel it’s important to bring it to light. The receptionist named Sudeep, who also claimed to be the manager, behaved in the most unprofessional and disrespectful manner I’ve ever encountered as a guest, and as a lead cabin crew with Indian Airlines, I’ve stayed at countless hotels around the world.

Upon check-in, Sudeep took our passports, asked us to sign documents, and handed us the room key. About 10 minutes later, after I had already settled in, he called me back down to reception, claiming I hadn’t signed. When I explained that we had already been given the keys, he blatantly denied it, called me a liar in front of guests and my crew members, and began to argue. When I suggested checking the CCTV footage, he first agreed, then refused, saying he didn’t have access, clearly trying to cover up his own lie.

He later became verbally abusive, refused to hand over the room key, and arrogantly said “Do whatever you want, even mail the company, they won’t be able to do anything.” This was at 4:00 AM IST, and I was made to stand in the lobby at that hour, humiliated and disrespected, just because I was airline crew.

This level of disrespect, arrogance, and lack of basic hospitality is completely unacceptable, especially from someone in a managerial role. Sudeep not only insulted me, but showed zero regard for guest comfort or professionalism.

I sincerely hope the hotel management takes strict disciplinary action against such behavior. This is NOT how guests , crew or otherwise, should...