I would like to make a complaint with our stay at Novotel on 1st March 2025.
We checked into the hotel on 1st March, and caught a good trip on the Airport Shuttle, from the airport.
We were happy with the room. However when we checked out at 3:30am on 2nd March, the service was terrible.
We had booked the shuttle bus back to the airport at 4am, 2nd March, and waited after we checked out. After 10 minutes of waiting, we checked at the front desk staff, and was told that the shuttle bus had cancelled. The male staff even told us that he knew we were booked at 4pm for the Shuttle, but neglected to inform us of the cancellation.
This inaction by the staff is not professional at all, and I believe does damage to the reputation of the hotel brand.
Can I suggest that the staff be more trained, so that they have more of the well-being of the hotel guests in mind? I don't think a simple message to us informing us of the shuttle cancellation is too much to ask???
We would not recommend this hotel to anyone else.