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“The Hotel Being Busy is NOT an ACCEPTABLE EXCUSE for POOR SERVICE!”

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Novotel Auckland Airport
Ranked #1 of 23 Hotels in Mangere
Certificate of Excellence
GreenLeadersSilver level
Reviewed 3 December 2017

Room was direct booked 3 months ahead and an Email request for a bath was acknowledged and confirmed all OK.

Upon check in Juanita re-confirmed the room we allocated had a bath...... IT DID NOT...... NOT ACCEPTABLE

I was offered an 'E-Upgrade' to a room with a Runway view. Again upon check in I was informed they were full and the upgrade was not 'a goer' - The why did the hotel ask me to pay for the upgrade on Check Out???? NOT ACCEPTABLE

At Breakfast an order for a 2nd coffee was taken, after 15 minutes the coffee still has not arrived and I had to walk up and re-request the coffee again. A 15 minute wait is NOT ACCEPTABLE

Wishing a Luggage Cart for the room on Check Out I called the Porter = No Answer I then called the Concierge = No Answer so I then called Reception = No Answer and finally I called the hotel special 555 number = No Answer.... I had to go down and started to bring the trolley up myself.... NOT ACCEPTABLE

Bathroom \ Bed and facilities were all good and as expected.

This hotel needs to get the basics right ( and 1st time ) if they have junior staff that are not properly trained then they need to manage them much much better.

The Novotel Auckland Airport is a High Class hotel, that charges maximum rates - Get you services and staff sorted out!!

Room Tip: All rooms are well sound proofed from outside noise
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  • Stayed: November 2017, travelled as a couple
    • Value
    • Sleep Quality
    • Service
Thank Jon M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Novotel A, Guest Relations Manager at Novotel Auckland Airport, responded to this reviewResponded 4 December 2017

Kia Ora Jon,

Thank you for taking the time to share your experience here and too for the direct communication that you made with me - I want to reaffirm the apology that I extended to you there and reassure you that the appropriate senior management have initiated the promised follow up and address.

Please know that we are seeking betterment from the experiences you've shared and I'm hopeful that we'll have the opportunity to welcome you back and to offer the top notch service we strive for.

Ngā mihi nui | Warm regards

Jonathan Tremain
Guest Relations Manager
Novotel Auckland Airport

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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139 - 143 of 4,592 reviews

Reviewed 2 December 2017

  • Stayed: November 2017, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Accorhotels.com
Thank Kiwiexplorer27
This review is the subjective opinion of an individual traveller and not of TripAdvisor LLC nor of its partners.
Novotel A, Guest Relations Manager at Novotel Auckland Airport, responded to this reviewResponded 3 December 2017

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC nor of its partners.
Reviewed 30 November 2017

Ideal location by the airport. The rooms are compact but nice. Checking in at midnight was a disaster! The staff seemed more interested in talking to the guests about their travel plans than checking them in. One woman in particular only checked in one guest while the others checked in 4 or 5 guests. There is a time and place to take an interest in the guest, when the queue for check ins is out that door at midnight, prompt checking in is a higher priority than finding out the guests family history! For the price you pay for the room I expect a lot more and I doubt if I will ever stay there again

  • Stayed: November 2017, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Accorhotels.com
Thank philipruscoe
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Novotel A, Guest Relations Manager at Novotel Auckland Airport, responded to this reviewResponded 3 December 2017

Kia Ora Philip,

Thanks for taking the time to share your experience - it's wonderful to know that our location suited you perfectly and you found the room to fit the bill for your stopover.

I'm really sorry for the delay on check in - we certainly drive engagement from our team and encourage them to connect with our guests on a level that's more than just transactional. We appreciate that some guests may have a bit more story than others to share and we'll use your feedback as a timely opportunity to remind the team to steer these interactions appropriately in the circumstances. I do trust that you too received the warmth of welcome we attain to.

We'd love to see you again.

Ngā mihi nui | Warm regards

Jonathan Tremain
Guest Relations Manager
Novotel Auckland Airport

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 30 November 2017

  • Stayed: November 2017, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Accorhotels.com
Thank Linley L
This review is the subjective opinion of an individual traveller and not of TripAdvisor LLC nor of its partners.
Novotel A, Guest Relations Manager at Novotel Auckland Airport, responded to this reviewResponded 3 December 2017

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC nor of its partners.
Reviewed 27 November 2017

Literally across the road from International Terminal, this is a very well-placed hotel for an overnight stay. We stayed a night each way between Australia and Hawai'i and had comfortable stays both nights. Reasonably-priced buffet breakfast is worth grabbing, too. Only issue was the woman at reception who couldn't fathom we didn't have any shampoo in our room on the second stay - we never did get it! Service in the restaurant was average on the night we ate there and breakfast service was only marginally better. Definitely would stay again, though.

Room Tip: Higher rooms are nice and quiet.
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  • Stayed: November 2017, travelled as a couple
    • Location
    • Sleep Quality
    • Service
Thank Robert N
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Novotel A, Guest Relations Manager at Novotel Auckland Airport, responded to this reviewResponded 29 November 2017

Kia Ora Robert,

I'm thrilled that you loved our location and enjoyed two very comfortable stopovers.

I'm really sorry for the shortfall in room amenity and then the challenge in getting that sorted - I'm following this up appropriately, as I will also the disappointing service in the restaurant; if there's anything specifically that you could share with me for address in this regard I'd be grateful for your communication - my email address is h7485-gr@accor.com.

Ngā mihi nui | Warm regards

Jonathan Tremain
Guest Relations Manager
Novotel Auckland Airport

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Novotel Auckland Airport

Address: Ray Emery Drive | Auckland International Airport, Mangere, Auckland 2022, New Zealand
Phone Number:
Region: New Zealand > North Island > Auckland > Mangere
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Restaurant Room Service Suites Wheelchair access
Hotel Style:
#1 Green Hotel in Mangere
#1 Luxury Hotel in Mangere
#1 Business Hotel in Mangere
#1 Romantic Hotel in Mangere
Price Range: RM 729 - RM 1,266 (Based on Average Rates for a Standard Room)
Hotel Class:4.5 star — Novotel Auckland Airport 4.5*
Number of rooms: 263
Official Description (provided by the hotel):
Conveniently located beside Auckland International Terminal and 30 minutes to the city centre, Novotel Auckland Airport provides the perfect accommodation solution for guests travelling in and out of New Zealand. Combining the beauty of natural landscapes with cutting edge architectural design, this hotel features 263 elegant rooms and suites, theatre-style conference centre, 10 meeting rooms, a restaurant and bar plus a fully equipped gym. Parking available at airport, fee applies. ... more   less 
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Also Known As:
Novotel Auckland Airport Hotel Mangere
Novotel Auckland Airport Mangere

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