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“Poor value, poor service”

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Novotel London Tower Bridge
Ranked #228 of 1,072 Hotels in London
Certificate of Excellence
GreenLeadersSilver level
Reviewed 20 July 2014

Room not ready on check in. Room small, tired and with separate, tiny and unventilated loo. Offhand staff who didn't ask how our stay was when we paid. Certainly the poorest value room ever. Location near tower of london and good cafe were saving graces, but we felt ripped off by perfunctory staff and charmeless, punitive room.You can find better!

  • Stayed: July 2014
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
1  Thank Exeterfam
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Steven K, Manager at Novotel London Tower Bridge, responded to this reviewResponded 28 July 2014

Dear guest,
Thank you for taking the time to share your experience on Trip advisor following your stay in our hotel, although we are always very appreciative of getting our customers feedback I was disappointed to hear that your experience didn't meet your expectations. I like to explain about our rooms which all have the minimum size of approximately 24 square metres which is very common for a four star hotel in London. The rooms are refurbished 3 years ago, I am sorry they are not entirely according to your needs.
On a positive note, I'm glad that you found our location near Tower Hill and our modern bar very well. Kind regards
Steven Kusters
Operations manager

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Reviewed 20 July 2014 via mobile

Stayed at this hotel for 5 nights. Sterile setting and rooms. Caters to business people. No porters to help with luggage. Rooms bland. Stingy with toiletries, don't change sheets, ask for bath mat at reception or miss out, and don't expect your room vacuumed during your stay. Tried to cut stay short but beyond comprehension of front staff or reservations to refund prepayment. Takes forever to get into centre of town via transport - 30 mins minimum and longer during peak times. Close to Tower of London and brilliant cafe across road Natural Kitchen which is under the Hilton Double Tree are the only positives. Expensive hotel for what they offer.

  • Stayed: July 2014
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
1  Thank KDD01
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Steven K, Manager at Novotel London Tower Bridge, responded to this reviewResponded 28 July 2014

Dear Reviewer,
I’m so sorry that you were disappointed by your experience staying with us at Novotel London Tower Bridge. I appreciate the feedback and rest assured that we take all comments very seriously. First of all I would like to mention that iIt is not very common to have a porter in a four star property in Europe. I have gathered a meeting with my housekeeping manager to investigate about the vacuum cleaning and sheet changing; this is done every day unless a guest says it is not necessary. The refund of prepayment I should look into, if the reservation was made by a third party (for instance booking.com or expedia.com) it is not possible to refund by front desk staff as much as they would like to do.
Normally we receive very positive comments regarding our central position near the tube station and other points of interesting. This is a feeling which is shared by many of our guests.

We do appreciate your feedback, and I hope that you will give us the opportunity to welcome you back to the Novotel London Tower Bridge.
Kind regards,

Steven Kusters
Operations manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 16 July 2014

hotel has great location and good service. very kind and helpful front desk personnel, nice interiors, great size of rooms! i got a special deal and it was even more special, when i had an upgrade to superior room! very nice bed with good pillows and blankets.

only as i expected a little bit better breakfast, but still it was good with great choice of fresh fruit cuts and 2 lifts are not enough to cope morning hours traffic from rooms to restaurant.

Room Tip: please note if you are sharing room, there are glass wall in bathroom for superior rooms...
  • Stayed: July 2014, travelled solo
    • Value
    • Sleep Quality
    • Service
Thank Aigars S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Steven K, Manager at Novotel London Tower Bridge, responded to this reviewResponded 25 July 2014

Dear guest,
Thank you for your kind comments and compliments. It is much appreciated and I can assure you that my team will be delighted to hear that you enjoyed your stay. I am truly pleased to hear that we have fulfilled your expectations in terms of service and you like our comfortable modern rooms and central location near Tower Hill and Tower Bridge.
We look forward to welcoming you back to our hotel for your next stay in London.

Kind regards,

Steven Kusters
Operations manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 15 July 2014 via mobile

I went here with my colleagues today for a management conference.

The venue is really well located, very close to Tower Hill station. However the feel of the hotel was generic and nothing remarkable springs to mind about the experience.

I will say the staff were friendly and the air conditioning in the meeting room was very effective.

Can't say I would choose to go back there however it there was nothing wrong with the place.

Stayed: July 2014
Thank KH1530
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Steven K, Manager at Novotel London Tower Bridge, responded to this reviewResponded 25 July 2014

Dear guest,
Thank you for taking the time to write a review about our conference rooms. Unfortunately you didn’t use other facilities of the hotel and only gave us a rating for a meeting you attended, which was booked by a third party.
On a positive note, I'm glad that you found our staff to be friendly and the central location met your expectations.
On behalf of our team, we look forward to welcoming you back at Novotel London Tower bridge
Kind regards,

Steven Kusters
Operations manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 14 July 2014

Novotel manage to provide great customer care and pleasant surroundings where ever the hotel is situated, you just know what you are going to get! Tower Bridge is no exception but to have an uninterrupted view from our room, of the Tower of London and Tower Bridge was amazing.

  • Stayed: July 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Accorhotels.com
Thank twiglet3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Steven K, Manager at Novotel London Tower Bridge, responded to this reviewResponded 15 July 2014

Dear guest,

Thank you very much you for taking the time to review our property online following your stay and rating your experience with 5 stars.
It is such a great satisfaction to see that you appreciated the room with his view on Tower Hill and Tower Bridge. We're glad that we have maintained the good standards you have experienced on previous visits from Novotel and hope to welcome you back soon at Novotel London Tower Bridge.

Kind regards,

Steven Kusters
Operations manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 12 July 2014

Excellent hotel, close to the Tower Bridge ( walking distance) also the underground station. Excellent customer service, very clean hotel, modern decoration, big bathroom, good space distribution. Breakfast is very complete buffet and kids don't pay. I will be happy to stay there again. The only thing is that it is a business related hotel but not big deal.

  • Stayed: July 2014, travelled with family
    • Value
    • Location
    • Service
1  Thank OCaripidis
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Steven K, Manager at Novotel London Tower Bridge, responded to this reviewResponded 15 July 2014

Dear guest,
Thank you for your feedback, I'm glad you had a good visit to London and appreciated our location and thank you very much for your kind review about the nice and modern atmosphere and the high standard of our breakfast. It is much appreciated and I can assure you that my team will be delighted to hear that you enjoyed your stay. I look forward to welcoming you back again very soon.
Kind regards,

Steven Kusters
Operations manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 9 July 2014

  • Stayed: July 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Accorhotels.com
Thank Jacquie2011637
This review is the subjective opinion of an individual traveller and not of TripAdvisor LLC nor of its partners.
Steven K, Manager at Novotel London Tower Bridge, responded to this reviewResponded 15 July 2014

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC nor of its partners.
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Additional Information about Novotel London Tower Bridge

Address: 10 Pepys Street, London EC3N 2NR, England
Phone Number:
Region: United Kingdom > England > London > City of London , London Bridge
Amenities:
Bar / Lounge Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Suites Wheelchair access
Hotel Style:
#25 Green Hotel in London
#155 Family Hotel in London
#170 Luxury Hotel in London
#235 Business Hotel in London
#254 Romantic Hotel in London
Price Range: £126 - £337 (Based on Average Rates for a Standard Room)
Hotel Class:4 star — Novotel London Tower Bridge 4*
Number of rooms: 203
Official Description (provided by the hotel):
The Novotel London Tower Bridge is located in the City of London. Offering 6 meeting rooms and WiFi internet access for business travellers, the hotel is also a superb base for those on holiday in London. Situated opposite the Tower of London on the Thames close to Tower Bridge and St Pauls Cathedral. Take a short tube ride to the London Eye, Tate Modern, Millennium Bridge or the West End theatre and shopping areas. The hotel has Keepers Lounge bar and kitchen, gym, sauna and steam room. ... more   less 
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Also Known As:
Novotel London Tower Bridge Hotel London
Novotel London Hotel Bridge
London Novotel
Novotel Tower Bridge

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