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“Smooth operators... putting it politely”

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Novotel Birmingham Airport
Ranked #22 of 118 Hotels in Birmingham
GreenLeadersBronze level
Wales
Level Contributor
45 reviews
24 hotel reviews
common_n_hotel_reviews_1bd8 39 helpful votes
“Smooth operators... putting it politely”
Reviewed 24 October 2013

I made my booking online...of course...via an agency for 15 days parking for 1 vehicle and 2 rooms on return to the UK.

I rang the hotel on the morning I was due to drop off the car, to discuss parking arrangements and told there was no parking at the hotel but at a nearby long-stay car park. That was ok with me until I was told parking was not included in my booking. After several phone calls back and forth to the hotel I had no option but to turn up later and discuss it at the desk...I did not have a cancellation option.

Don't get me wrong this MIGHT not have been their fault at this point. But I am annoyed that the problem has been handled so poorly and has been dismissed through a system of smoke and mirrors. It's probably correct to say I was left to resolve the matter myself with Expedia. Even though Expedia had made the booking with the hotel I had not made the booking with Expedia but I now know agencies pass bookings on and mine had landed with Expedia. Novotel connected me to an Expedia customer in Greece who told me Expedia did not have any responsibility to tell me the truth about this booking and asked me if I understood how busy they were everyday. They were too busy to help me....WHAT??

All in all, a bad tale from start to finish....except I haven't finished.

I left the car in the long term car park and exchanged a few emails whilst away with my online booking agent who confirmed parking was part of my deal and that they had been in touch with Novotel to confirm this. AT LAST, some sanity I thought. Well done everyone for getting together and putting the customer 1st......until today when I see Novotel has charged my credit card for parking and didn't mention it to me.

The guy who checked me in, told me I should have booked direct with the hotel....that was his level of customer care. It is disgraceful that Novotel seem unconcerned and ill equipped when things go wrong.

A NOTE TO NOVOTEL....CONTACT NOW...PLEASE!

  • Stayed October 2013, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Bonio
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Ian_Dick, General Manager at Novotel Birmingham Airport, responded to this review, 25 October 2013
I am sorry that on this occasion that you were disappointed with your stay. I treat all feedback with the utmost seriousness. I would like to assure you that I will personally look into your comments. Please feel free to contact me on 0121 7827000 to discuss this further. Kind regards, Ian Dick
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2,264 reviews from our community

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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4 of 5 bubbles
  • Rooms
    4 of 5 bubbles
  • Service
    4 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
Traveller tips help you choose the right room.   Room tips (273)
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English first
Midhurst, United Kingdom
Level Contributor
21 reviews
12 hotel reviews
common_n_hotel_reviews_1bd8 27 helpful votes
Reviewed 23 October 2013

We stayed at this Hotel at the weekend (19-21st Nov). We arrived early in the morning as we were going to a show at the NEC and we knew it was too early to check in but needed to sort out a parking voucher. The hotel reception was quite busy with people checking out and I was surprised that there was only one member of staff at the desk.. We arrived back later in the afternoon and again was surprised our rooms were still not ready so we had to wait "but" I have to say the hotel was lovely and clean the rooms were to a high standard and very spacious. The staff were very helpful and recommended a good place to eat out. We also had free WIFI which is always a bonus. We enjoyed our stay at this hotel and even with my earlier comments would stay there again.

  • Stayed October 2013, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank patkemp84
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Ian_Dick, General Manager at Novotel Birmingham Airport, responded to this review, 25 October 2013
Thank you very much for your kind review. 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, Ian Dick
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
kent
Level Contributor
58 reviews
26 hotel reviews
common_n_hotel_reviews_1bd8 54 helpful votes
Reviewed 21 October 2013

In most respects the Hotel itself deserves more than average as it was very convenient for the airport and all the facilities were there, so it ticked all the boxes. However we had a disturbed night as we were close to the lifts and (being an airport Hotel) they were in use most of the night!
When we went down for breakfast I asked the receptionist if the Hotel had been full (it wasn't), so I suggested that a simple solution would be to fill the other rooms first, but frankly I don't think they were that interested!

Room Tip: Not close to the lifts!
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  • Stayed October 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank lizKent
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Ian_Dick, General Manager at Novotel Birmingham Airport, responded to this review, 22 October 2013
I am sorry that on this occasion that you were disappointed with your stay. I treat all feedback with the utmost seriousness. I would like to assure you that I will personally look into your comments. Please feel free to contact me on 0121 7827000 to discuss this further. Kind regards, Ian Dick
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Wakefield, United Kingdom
Level Contributor
99 reviews
24 hotel reviews
common_n_hotel_reviews_1bd8 49 helpful votes
Reviewed 20 October 2013

Room ok, bar staff very nice and helpful, cooked breakfast fresh and hot, continental needed to be topped up. Main gripe checking in and out, very slow. We were using vouchers and at checkout, which the receptionist said was taking a long time, told us we should have used these when we checked in to make things quicker. Explained we had tried to on check in but were told they were to be presented at checkout, her response was we should have been more assertive! Wish we had, as spent more than intended because the vouchers in euros!

  • Stayed October 2013, travelled with family
    • Value
    • Sleep Quality
    • Cleanliness
    • Service
Helpful?
2 Thank s30wen
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Ian_Dick, General Manager at Novotel Birmingham Airport, responded to this review, 21 October 2013
I am sorry that on this occasion that you were disappointed with your stay. I treat all feedback with the utmost seriousness. I would like to assure you that I will personally look into your comments. Please feel free to contact me on 0121 7827000 to discuss this further. Kind regards, Ian Dick
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Level Contributor
67 reviews
14 hotel reviews
common_n_hotel_reviews_1bd8 22 helpful votes
Reviewed 20 October 2013

Only just got round to reviewing where I have been on tripadvisor - hence my stay was a while ago, however I have plenty to say..

Location - spot on for the airport if you have an early flight - stumble out your room and your in the terminal
Value - could be better - didn't feel overly impressed with the value of here compared to some of the cheaper hotels on the airport complex which would still only have been 5 minutes walk into the terminal
Service - Rubbish - check in was ok, check out was a grunt as keys were handed over - restaurant service - lots of staff wandering around not doing a lot, and more than once we had to chase up the drinks orders for our table.

Room Tip: Save £50 and stay at the Ibis
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  • Stayed December 2012, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Monkey_brains82
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Ian_Dick, General Manager at Novotel Birmingham Airport, responded to this review, 21 October 2013
I am sorry that on this occasion that you were disappointed with your stay. I treat all feedback with the utmost seriousness. I would like to assure you that I will personally look into your comments. Please feel free to contact me on 0121 7827000 to discuss this further. Kind regards, Ian Dick
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Yorkshire Dales National Park, United Kingdom
Level Contributor
181 reviews
76 hotel reviews
common_n_hotel_reviews_1bd8 76 helpful votes
Reviewed 19 October 2013

Clean modern hotel
Bed very comfortable
Room clean and bright
Ceilings very low giving a slightly claustrophobic feels to it
Parking not feasible - although airport car park is next door (with high prices)
Bath small
Would use hotel again

  • Stayed October 2013, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank KatieC587
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Ian_Dick, General Manager at Novotel Birmingham Airport, responded to this review, 21 October 2013
Thank you very much for your kind review. 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, Ian Dick
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 Birmingham Airport

Property: Novotel Birmingham Airport
Address: Birmingham International Airport | Opposite Main Terminal Building, Birmingham B26 3QL, England
Phone Number:
Region: United Kingdom > England > West Midlands > Birmingham
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Restaurant Room Service Wheelchair access Airport Transportation
Hotel Style:
#5 Green Hotel in Birmingham
#10 Luxury Hotel in Birmingham
#23 Romantic Hotel in Birmingham
#27 Family Hotel in Birmingham
#30 Business Hotel in Birmingham
Price Range (Based on Average Rates): £
Hotel Class:4 star — Novotel Birmingham Airport 4*
Number of rooms: 195
Official Description (provided by the hotel):
The Novotel Birmingham Airport is located at Birmingham International Airport, opposite Terminal 1, 20 minutes drive from the centre of Birmingham. Adjacent to the NEC and offering modern meeting rooms, this hotel is ideal for a business trip. A free SkyRail service every 90 seconds links the hotel with Birmingham International railway station and the NEC. Elements restaurant and bar with 24 hour room service. Fitness and excercise room. NCP multi storey car parks adjacent to hotel (fees apply). ... more   less 
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Also Known As:
Novotel Birmingham Airport Hotel Birmingham
Accor Birmingham Airport
Hotel Birmingham Airport
Birmingham Novotel

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