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“Completely underwhelmed”

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Novotel Suites Rouen Normandie
Ranked #3 of 51 Hotels in Rouen
GreenLeadersBronze level
Cradley Heath, United Kingdom
Level Contributor
307 reviews
43 hotel reviews
common_n_hotel_reviews_1bd8 313 helpful votes
“Completely underwhelmed”
3 of 5 bubbles Reviewed 4 August 2014

Booked this overnight stop thru booking.com on a bed and breakfast inclusive price. Travelling from Bordeaux to Calais we found this a good location for an overnight stop. We advised the hotel via email our estimated arrival time.

On arrival we could not access the underground car park to the side of the hotel building, a code is needed. Surely such a simple fact is missing when booking, I left our driver and passengers at the entrance to car park while I whisked away to reception for the code as no one was answering the intercom. Not a great start. A separate code is then needed to get from the car park to the hotel via a lift, which was also not given, despite my visit to reception just moments before. A problem we saw repeated many many times to other guests during our stay.

At 3pm , and after a long journey, we expected all 3 rooms to be ready for our party of 8 (3 children 5 adults) but were disappointed and waited 20 minutes while the one staff on duty dithered about with allocation. Is there a problem ? I finally asked when no explanation was forthcoming and was then given 3 rooms each on different floors, due to no housekeeping yet with the original rooms. Also was not happy that I did not have the visa card I had prepaid in full with and made much fuss and in the end settled for passport ID before releasing the keys.

I asked where we could go for a family meal close by as it was raining heavily and were pointed to the brasserie over the road from the hotel. We ran as quickly as possible in the rain, not easy due to central barriers in the road, to find no food service until 7pm here. I was really beginning to dislike the staff at the Novotel Rouen.

Breakfast was a huge disappointment, no on site restaurant means just a continental style very limited, boring and just not worth the effort or the disproportionate £15 euros charged. The breakfast layout is un necessarily drab and unappealing, with canteen style lift up hatches to reveal cheese, ham etc. I don't think it is made clear enough what breakfast is being offered for the money.

We had a comfortable night sleep, and enjoyed the free film selection on TV, our room for 4 had 2 small milk, 2 biscuits and 1 bottle water, not suffient for number of guests. Didn't like the small separate toilet, very limited space but the overall experience was spolit by the service received from the staff. Checkout after breakfast was slow as the reception also clear tables etc and the bill was wrong charging for breakfast again which had to be removed. A complete opposite experience to other Novotel I have stayed in the last few years in the UK and also just last week in Le Mans, lack of consistency here really lets the brand down.

Stayed August 2014, travelled with family
Helpful?
Thank DebraZebra_9
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SUITENOVOTEL76, ASSISTANTE DE DIRECTION at Novotel Suites Rouen Normandie, responded to this review, 29 September 2014
Dear Debra Zebra

The concept Suite Novotel is actually different from the Novotel but it is equally comprehensive and services we provide meet quality standards as strict. The offering breakfast improvements have already been made. We added muffins, pancakes, various types of cheese and fruit salad, among others and in addition to everything that was already present. Every day we do the necessary so that the quality of it remains constant and we strive to offer quality products.
I understand your annoyance for access to the car park but we can not communicate the code of the parking lot before the arrival of customers because we have a limited number of places and also for safety issues. It also allows us to make initial contact with our customers.
We are very sorry that your stay with us was not up to your expectations and hope to welcome you back so you can change your mind.

Kind regards
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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771 reviews from our community

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Rating summary
  • Sleep Quality
    4.5 of 5 bubbles
  • Location
    4 of 5 bubbles
  • Rooms
    4.5 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 (44)
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English first
Crewkerne, Somerset
Level Contributor
127 reviews
28 hotel reviews
common_n_hotel_reviews_1bd8 86 helpful votes
3 of 5 bubbles Reviewed 4 August 2014

Stayed one night here on a quick visit to the city. The room was a good size on 4th floor. The bed was comfy and there was a kettle, sink,microwave in a small kitchenette area. The bathroom/toilet was, however, one of the "pod" types. These are basically plastic boxes fitted in the corner of the room. The bathroom side was quite large with a bath, separate shower cubicle and wash/hand basin. Being plastic, it flexed when you moved and it all felt a bit creaky and unstable - like a caravan. I have to say that the hair dryer was probably the most useless I had ever seen. It was a tube attached to the wall and relied upon the tube being pulled upwards for the fan to work. OK unless you're short like me! I could not keep the thing running unless I stood on tiptoe & held my hand above my head. The toilet part was separate but was about the same size as an airline toilet. The extractor fan didn't appear to be working and it was so hot that you emerged dripping with sweat after using the loo. A very unpleasant experience. Breakfast was OK but not so good if you are gluten free like me. I could have yoghurt, cheese or ham. I tried the egg boiling bath but the water just didn't seem hot enough so after about 7 minutes I still opened a raw egg, didn't bother to try again as my husband had already finished his meal. Coffee was good from a machine and there were paper cups if you wanted to take one out.

  • Stayed July 2014, travelled as a couple
    • Sleep Quality
    • Cleanliness
    • Service
Helpful?
Thank Masonmou
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SUITENOVOTEL76, assistante de direction at Novotel Suites Rouen Normandie, responded to this review, 12 September 2014
Dear Masonmou,

As you have described and I thank you, our rooms are well equipped. Regarding the bathroom, hair dryer and toilet we respect the Charter Suite Novotel. I am sorry that the concept is not for you but as you can see, we are taking action every day to make our guests feel their best in our suites. Thus you could find a courtesy tray including cereal bars, tea, coffee and sweets. For a future stay, do not hesitate to call our staff with any problems ventilating, cooking eggs or anything else, we are here and ready to help you 24 hours 24. Hope to see you again soon.

Kind regards.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Nottingham
Level Contributor
42 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 24 helpful votes
4 of 5 bubbles Reviewed 1 August 2014 via mobile

We enjoyed staying here. The room was clean and functional. The breakfast was fine. The staff were friendly and efficient. It was in a good location for walking to the centre and all that Rouen has to offer. Parking can also be booked if required.

Stayed October 2013, travelled with family
Helpful?
Thank Cook6
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Tiny, Canada
2 reviews
5 of 5 bubbles Reviewed 19 July 2014

We spent five nights in this hotel and it was an excellent choice. The staff were friendly and helpful and the cost was surprisingly low. Our family room was quite large in comparison to other hotels in Europe offering family rooms. It was very comfortable and clean. We did not have a vehicle but we were able to walk to all of the sights we wanted to see. There were plenty of attractions in the area to keep us busy and we particularly enjoyed the river-front boardwalk and Le Maregraphe restaurant across the road.

  • Stayed July 2014, travelled with family
    • Value
    • Rooms
    • Service
Helpful?
Thank Lisa B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Oslo, Norway
Level Contributor
8 reviews
common_n_hotel_reviews_1bd8 6 helpful votes
4 of 5 bubbles Reviewed 16 July 2014

Comfortable big rooms. Convenient parking-space in the basement. Breakfast was also adequate. Not centrally located, but a bus takes you there in 5 minutes. There is som action along the river nearby - restaurants, bars etc.

  • Stayed June 2014, travelled with family
    • Sleep Quality
    • Cleanliness
    • Service
Helpful?
Thank OleHenrik2014
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Golden, Colorado
Level Contributor
2 reviews
3 of 5 bubbles Reviewed 11 July 2014 via mobile

The hotel in Rouen was very clean. We reserved a "family room" which was basically a slightly larger regular room with two cots set up for the kids. It made the room a little cramped but we didn't intends to spend time in the room. For sleeping it was fine and it felt very clean. The bathroom was a little strange, the toilet was basically an airplane toilet only, and then the other room had a shower and a large tub that probably never gets used. It was all very clean and there were plenty of towels. The parking was very confusing, there were two different codes to get into and out of the parking, and we had to move the car from a yellow spot to a green spot, but not a huge deal. The only problem we had was apparently what looked like a light switch was a master shut off of all the power in the room, so all the electronics and phones we thought were charging overnight, weren't. That was more our fault for not noticing.

Stayed July 2014, travelled with family
Helpful?
Thank 33447DianeT
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Wageningen
Level Contributor
56 reviews
33 hotel reviews
common_n_hotel_reviews_1bd8 32 helpful votes
3 of 5 bubbles Reviewed 7 July 2014

My wife and I stayed in this hotel from 5th to 6th and 27th to 29th June. On both occasions, our rooms were similar to those in other Suite Novotel hotels (Berlin and Lille) we had stayed in before. They ware large with a table and reasonably comfortable chairs and had the same or nearly the same prefab sanitary block. Toilet and bathroom were separate. The bathroom had both a bath and a separate shower cabin. There were two small wardrobes, a small refrigerator (size minibar), a microwave, coffee and tea could be made and there was a safe. Such blocks are easy to clean because there are no tiles with joints but flat plastic walls and indeed ours was impeccably clean on both occasions. Of course such an industrial approach is effective in creating large and well-equipped rooms at maybe half the price of a comparable room in a more conventional hotel, but lacks the spark of individuality. Everything comes at a price.
Internet was free and both WiFi and cable worked OK. The hotel offered a paid option for large data transfers, which we did not use.
Beds were good as far as the doubles are concerned. We reserved a triple room, but the extra bed was a temporary one with a thin mattress and hence not as comfortable as the standard bed, which was very good.
Windows were really sound-proof, which is indispensable at this location in a complex of office blocks along a busy road near the river Seine. The hotel is a 15-20 minutes’ walk from the old city, which we found neither bad nor excellent.
The hotel has twenty parking spaces below the building. Reservation in advance is not possible, so it’s a first come first serve system. We got a place on both occasions.
Breakfast was of very good quality with a reasonable choice. The breakfast room has sufficient capacity if your breakfast does not coincide in time with that of a bus group, which happened to us on the first occasion. During our second stay there was a bus group on both days, but fortunately they had left before we went to breakfast.
However, a very critical remark on what happened at the start of our second stay should be made. After the friendly young man at the reception desk had given us the key cards for our room (513), we took our luggage upstairs and opened the room door. To our surprise, the room was obviously in use. An open laptop computer lay on the table, a handbag on the floor and clothes hung over a chair. Of course we closed the door, went back to the reception desk and explained what we had found. The young man –the only person behind the desk- tried to figure out from both his electronic and his paper system what had gone wrong, but unsuccessfully. Both systems told the room was available. Of course he gave us another room, but the event left us with the unpleasant feeling this might also happen in our room.
Normally I would have rated this hotel with four balloons, but because of this event it's one less.

Room Tip: Even room numbers are overlooking the Seine, most odd numbers the courtyard.
See more room tips
  • Stayed June 2014, travelled as a couple
    • Location
    • Cleanliness
    • Service
Helpful?
1 Thank SvdS
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Novotel Suites Rouen Normandie

Property: Novotel Suites Rouen Normandie
Address: 10 quai de Boisguilbert | Ilot Pasteur, 76000, Rouen, France
Region: France > Normandy > Haute-Normandie > Seine-Maritime > Rouen
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Children Activities (Kid / Family Friendly) Kitchenette Pets Allowed ( Dog / Pet Friendly ) Room Service Wheelchair access
Hotel Style:
#1 Green Hotel in Rouen
#2 Family Hotel in Rouen
#2 Luxury Hotel in Rouen
Price Range (Based on Average Rates): £
Hotel Class:4 star — Novotel Suites Rouen Normandie 4*
Number of rooms: 80
Official Description (provided by the hotel):
3 star hotel with eighty 30 sqm suites (of which 16 are specially set up for long term stays). Set in an inviting environment, the airconditioned and modular rooms allow 2 children to share with their parents. The Suite Novotel Rouen Normandie is located ten minutes walk from the centre of town, on the banks of the river Seine. You can park your vehicle in our easily accessible underground car park. ... more   less 
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Also Known As:
Suite Novotel Rouen Normandie Hotel Rouen
Accor Rouen Normandie

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