Novotel London West — Hotel in London

Dear Mr. Ioannis KOLETAKIS GENERAL MANAGER

Actually we do have traumatic experience while we stayed at your Novotel West London on 9th July until 16th July 2025.

On 15th July 2025, 23.00 LT Two of your employees came and knocked my sister room 4031, They brought laptop and said that her room was done at 15th July 2025. In the middle of the night, when my sister and her family sleeping, they came up, and simply knocked her room, and saying that she have to chek out of her room.

Actually we make the booking confirmation until 16th July 2025, but they insisted that : her room is only until 15th july 12.00 noon , One of your staff then said to her : just to bring card and pay the room at The reception 🙃

My siter then told me : “Oh my god, it was very humiliated and scared experience”

My sister call me and walk to my room, it just near her room, asking to help out her situation , then she go down with my Son, and few minute after that im follow them down to THE RECEPTION

She met Mr Ryley, he assured us, that my room finish on 15th July, she ask him once again to DOUBLE CHECK the reservation, but he said ti my sister : “your room finish on 15th July, if you want to stay here, you need to pay” Then we do pay the room cost £250 with my card (you may chek the proved of payment)

And he said , if all of this wrong, he'll make statement / a letter to explain everything happened that night. And we also told him we will sue your hotel if your accussation went wrong, and Mr Ryley said I will take all responsibility, I will accept your sueing hotel, if I , onbehalf of hotel, made a mistake on this situation.

Then we paid using card, but we are still in doubtful, do we really reserved our room until 15th? Because we are sure enough that we reserved two room until 16th July 2025.

And around 1 am on 16th July we went down again to reception, looking for explanations, we (me & my sister met one of your reception staff there (but I don't know his name) , We asked again about what happen on our room reservation, but he surprising told us, “there is a technical problem and yes your room reserved confirmed until 16th and the credit card will release when chek out” My sister asked to meet Mr Ryley again, to asking the explanation that he promise us, but your staff there told us : Mr. Ryley was gone, because his shift was ended.

In the morning we met Mr Tengis, and we try to asking again the statement Letter about what (everything) happened last night, In that time, Tengis also said that : “one of you has change the reservation and to end it up on 15th July” (what a worst accusation assume) and later he call Mr Erald Qose

We explained once again the situation, and he said they can't give us statement letter of what happened last night. But he only assured us, our card that you block to extra payment last night will be release soon.

So, after all we can confirmed that : our reservation is valid from 9th until 16th July 2025

-what is in your opinon, if in the middle of the night, the hotel staff came to your room and told you to move out of your hotel room, or you must make a payment if you still want to stay in that night, but later, after you make an extra payment etc, the the hotel staff suddenly told you : There is (just) a technical problem-

All that we want is only a statement letter from Novotel to explain everything to us of what happen that night, something that could make us understand, why a very Big and Famous Hotel can do that thing to A loyal customer, as we re a member of your Hotel’s group too.

Every Hotel staff told us that : the statement letter not done yet, cause still looking, from where the problem comes out.

But that statement letter never comes out untill chek out time 16th july 2025, we’re also not receive a little pologize from the Hotel’s Management, as we’re shocking for everythings happen that night. All of your staff that met us are silent.

Actually we do made our own statement letter and gave it to Mr Erald Qose , also asked Mr. Erald to made a copy for us to keep it And we do email to Mr. Erald Qose : the credit card report on my mobile, shown transaction of hotel payment £250 on 15july2025

After a few days away, we’re coming back to stay for another night in your Hotel Chek in 20-21 july 2025

And when Mr Erald Qose, Mr Tengis came to see us, Mr Erald said : The NOVOTEL WEST LONDON not promised us the Statement letter, instead he can't accept that : that my siter abbusing the hotel staff, shouting them etc, what kind a jokes is that ?? Is that how a PROFESIONAL MANAGER solve the problem with a Loyal Customer ?

How about the traumatic situation caussed to my sister and her two little kids who stayed with her that night ? (age 9yo and 13yo)

She still can't accept everythings happen on her as simple as that, se really disappointed with your staff on Novotel West London, your data processing, and everything. And will never recommend this hotel to anyone else, Novotel West London technical problem is her Nightmare.

We really had inconvenience situation when staying in your Hotel.

Thank you for your attention, Mr. Ioannis KOLETAKIS / GM

From : A Loyal...

The incompetence that we have experienced at this hotel is mind blowing. We had an issue with our last stay, where we were served dairy cheese on our pizza. They were told about a dairy and egg allergy several times when ordering. Even confirmed when the food arrived. It even said it on the receipt.

Ate a slice and the taste seemed strange. Rang downstairs to room service and I was told it was dairy cheese by the kitchen. I could hear the chef in the background thought vegan cheese and dairy cheese was the same thing.

We both became very ill and my asthma and eczema flared up badly. I felt like I’d need to seek medical attention but luckily I was able to relieve the tightness of my chest with my emergency inhaler and sitting by the open window.

I was still very sick with diarrhoea, chest pains, migraine and aches all over my body. It ruined the event that we due to go to because we had to go home. I felt ill for about 3 days. I told the staff that not long ago, a young girl died from a dairy allergy and it’s a very serious matter.

In the following days, I was told the chef and staff will be dealt with and this would never happen again. They offered me a complimentary nights stay in the future and several management told me they would make sure this wouldn’t happen again.

I decided to take them up on this offer for an event this weekend we were attending. I must have had at least 5/6 management team members on an email chain before the stay. They were all corresponding with me leading up to the stay and said they would look after my meals and breakfasts.

Manuel was able to take the price of the room down a little bit by taking the breakfast charge off.

We checked in and the staff member tried charging the wrong price for the room. They didn’t acknowledge me as a member and I had to dig through emails and show them that the rate was reduced. We weren’t even offered a welcome drink like we normally are. Eventually, they charged the right amount. The next morning, I saw another charge on my card and they somehow had charged me the higher rate, even though I used the chip and pin machine for the lower amount the night before. They refunded the difference which cleared a day or so after.

Before we arrived, we were given a mobile number to ring to order our food and again was promised all eyes were on it to make sure everything was cooked correctly.

Saturday morning, we rang the mobile number and ordered breakfast. The staff said they do vegan omelettes without eggs, so we ordered that with the usual stuff. We then got the food brought upstairs and started to eat it. The omelette tasted a bit strange and I rang again to confirm it was the vegan version and like last time, I heard the chef saying no it’s egg. The chef again thought that it was fine to use eggs even though they were told not to.

The excuse we got from the staff was that the chef doesn’t speak English. This absolutely blew my mind! The irony wasn’t lost that this happened on the day that was complimentary because of the same issue!

I became very ill. Chest pains, puffy face, diarrhoea, wheezy chest and coughing. The duty manager came up and asked if I needed medical assistance. I was so angry at them that this had happened again.

I emailed the whole chain of management and they decided to ignore my emails. They were clearly reading them because they forwarded it to the duty manager. I appreciate that they may have not been working but if they’re able to forward the email, they could at least acknowledge what had happened again. They said they would be on hand during the stay and they were not.

I was repeatedly on the toilet and emailed the duty manger to update him but said don’t come upstairs because I can’t get off the toilet. We checked out late because I couldn’t move with all the aches in my body. He wasn’t around when we checked out and I wanted to go home.

I emailed again and now at 22:40pm, I haven’t had any reply or been told what the...

Dear GM Mr. Ioannis KOLETAKIS

Actually we do have traumatic experience while we stayed at your Novotel West London on 9th July until 16th July 2025 (7night)

On 15th July’25, 23.00 LT Two of your employees came up knocked my sister room 4028 They brought laptop and said that : her room is only untill 15th July 2025. What..?! In the middle of the night, when my sister and her kids sleeping, they simply knocked her room, and saying that : she have to move out of her room or pay more.

we explain them patiently, that we do have a confirmed online booking, 9th July - until 16th July 2025 (for 7 nights). but they insisted that : Only one room confirmed until 16th, but her room is untill 15th july 12.00 noon. One of your staff then said to her : just bring your card and pay the room at The reception 🙃 then my sister HAVE TO came down to make an extra payment 🤦‍♀️

So, in the morning, we got confirmed from your staff that : The reservation is valid from 9th until 16th July 2025 !!! Then your FO staff only assured us, The card that block for an extra payment last night will be release soon. -this not what we asking from the hotel management-

-well.. what is in your opinon, if in the middle of the night, the hotel staff came to your room and told you to move out of your hotel room, or you must make a payment if you still want to stay in that night, but later, after you make an extra payment etc, the the hotel staff suddenly told you : There is (just) a technical problem-

All we want is only : a STATEMENT LETTER from Novotel West London management to EXPLAIN everything to us of WHAT HAPPENS THAT NIGHT, “something” that could make us understand, why this Big and Famous Hotel can do all things to A loyal customer, as we re a member of your Hotel’s group too.

Every Hotel staff just told us that : the statement letter not done yet, cause they’re still doing in house meeting

But that statement letter never comes out untill our chek out time 16th july 2025, Untill now NEVER received any little pologize from the Hotel’s Management, as we’re shocking for everythings at that night. All of your staff that we met are silent.

Actually we do made our own statement letter and gave it to your in house manager And we also email to him : the credit card report on my mobile, shown transaction of hotel payment £250 on 15july2025

After a few days away, we’re coming back to stay for another night in your Hotel (because we already made the confirmation long time ago for our holidays) Chek in 20-21 july 2025

Still no explanation at all … Hmmm.. ???? Instead The NOVOTEL WEST LONDON Manager said : not promised to us the Statement letter, instead he can't accept : that my siter shouting them, abbusing the hotel staff, etc.. (that we never do)

what kind a jokes is that ?? Really..? Is that end up how a PROFESIONAL MANAGER solve the problem with a Loyal Customer ??

How about the traumatic situation caussed to my sister, with her two little kids who stayed with her that night in room 4028, (age 9yo and 13yo)

She still can't accept everythings happen on her as simple as that, she really disappointed with your FO Manager & staff at Novotel West London, with your data processing, and everything. And she will never recommend this hotel to anyone else for more.. Novotel West London technical problem is her Nightmare.

We really had inconvenience situation while staying in your Hotel.

Thank you for your attention, and still waiting for your feedback

From : A Loyal...