When this was under previous ownership as the OP the standard of customer service was great. Sadly on my last stay, just this week, as a Novotel, I was decidedly unimpressed. The rooms are the same (freebies in the room of lower quality for sure) but the customer service in the restaurant, or requesting room service (as a business woman travelling alone and arriving late) was non existent. Having phoned down for a room service menu (what hotel that boasts 24 hrs room service fails to place menus in the room) and after 30 minutes visiting reception to ask for a menu, the Maître d, ignored me, went about his business and only then unceromoniously handed me a restaurant menu. When I asked 'Is this the room service menu he grunted yes and walked away, leaving me with the impression Room Service was definitely NOT in the menu. It got worse and no sooner as I had decided not to have room service and settled down for the night, I had two phone calls from reception, the 2nd waking me up.
At breakfast (07.45) I found congealed scrambled eggs, all the fruit gone and no butter. I politely asked for some butter to go on my 2 slices of toast to be told 'no butter, all finished' to which I replied 'this is a hotel, right?' But my sarcasm was missed. Overall, I will not be returning to this hotel and I will be suggesting that my company and visiting colleagues stay somewhere else. This is a real shame and I mourn the passing of the OP where I had many a great stay.
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