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“Poor service, especially if your flight is early”

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Novotel Brussels Airport
Ranked #3 of 12 Hotels in Diegem
GreenLeadersBronze level
Reviewed 23 June 2014

I arrived late at night, got to my room and tried to order room service but the phone was dead. Tried calling the main reception via my phone but no answer. So basically went to bed starving. Woke up at 5am for my flight, and the basic breakfast was shocking. For an airport hotel, they should cater for the early flights with a full kitchen service.

  • Stayed: April 2014, travelled on business
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Thank Fezza_Boy
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
patrick m, General Manager at Novotel Brussels Airport, responded to this reviewResponded 7 July 2014
Google Translation

Beste,

Wij stellen uw opmerkingen over uw verblijf in NOVOTEL BRUSSELS AIRPORT erg op prijs.
Uw opmerkingen zullen wij overbrengen aan ons team. Wij zijn ervan overtuigd, dat uw reactie ons personeel zal stimuleren om voortdurend te blijven streven naar een hoge kwaliteit van onze dienstverlening voor elke gast; uw commentaar is daarom erg belangrijk voor ons.

Nogmaals bedankt voor het delen van uw ervaringen
Hoogachtend,

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412 - 418 of 1,419 reviews

Reviewed 21 June 2014

We recently stayed here for 5 nights, the rooms and bathroom were lovely. Very clean and tidy and a great powerfull shower. Not a great view as our room was overlooking the motorway but not really a problem for us. The major issue we had was with the staff. There are a lot of people that travel on business that stay at the hotel, so if you were not dressed in suits or look important you are are virtually invisible to the staff. We were staying there for a conference and found the staff to be down right rude when we checked in. However when we went to reception the following day smartly dressed they bent over backwards to help us. But we witnessed the same thing as there were holiday makers enquiring about the shuttle bus to the airport. Who were spoken to in an awful manner. The shuttle bus ran frequently but there was always alot of people to get on and it was a small mini bus, meaning people had to wait for it to come back around. It was also very disorganised, no que sytem or anything. Just whoever jumped on first, as oppose to those who had been waiting the longest. The restraunt was ok, food was acceptible but over priced.

I would not recomend it to a holday traveller due to the poor staff. It is in a good locaton for the airport so if you can see past the poor staff and service maybe worth a try. However if you are a business traveller, this is the place for you!

  • Stayed: April 2014, travelled on business
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Thank Missglobetrotter860
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
patrick m, General Manager at Novotel Brussels Airport, responded to this reviewResponded 23 June 2014
Google Translation

Beste,

Wij stellen uw opmerkingen over uw verblijf in NOVOTEL BRUSSELS AIRPORT erg op prijs.
Uw opmerkingen zullen wij overbrengen aan ons team. Wij zijn ervan overtuigd, dat uw reactie ons personeel zal stimuleren om voortdurend te blijven streven naar een hoge kwaliteit van onze dienstverlening voor elke gast; uw commentaar is daarom erg belangrijk voor ons.

Nogmaals bedankt voor het delen van uw ervaringen
Hoogachtend,

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 11 June 2014

  • Stayed: June 2014, travelled solo
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Review collected in partnership with Accorhotels.com
1  Thank William K
This review is the subjective opinion of an individual traveller and not of TripAdvisor LLC nor of its partners.
patrick m, General Manager at Novotel Brussels Airport, responded to this reviewResponded 23 June 2014
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Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC nor of its partners.
Reviewed 9 June 2014

My wife and her sister travelled to Brussels, to see Cliff Richard in concert, with Newmarket Holidays. Debby the courier and Sam the driver gave a first class service for the whole of the three day trip. The hotel was a good choice, not too far from the venue or from the city itself. Well done Newmarket Holidays! (Oh, and my wife says Cliff was very good as well!)

  • Stayed: May 2014, travelled with friends
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Thank Jaguarxj634
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
patrick m, General Manager at Novotel Brussels Airport, responded to this reviewResponded 10 June 2014
Google Translation

Geachte Heer, Mevrouw,

Wij stellen uw opmerkingen over uw verblijf in NOVOTEL BRUSSELS AIRPORT erg op prijs.
Uw opmerkingen zullen wij overbrengen aan ons team. Wij zijn ervan overtuigd, dat uw reactie ons personeel zal stimuleren om voortdurend te blijven streven naar een hoge kwaliteit van onze dienstverlening voor elke gast; uw commentaar is daarom erg belangrijk voor ons.

Nogmaals bedankt voor het delen van uw ervaringen
Hoogachtend,

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 5 June 2014

I can recommend this hotel highly for particular needs. And the professional, friendly demeanor of the place is enough that the few problems we had will be mentioned, but without real complaint. Excellent shuttle bus access to and from the airport, except after 11 PM when you have to call for it - but the hotel is virtually isolated (next to a roaring freeway on one side) from other services, restaurants, etc. A few reviews have mentioned a nice neighborhood within walking distance, but the drive was about 5 - 10 minutes; we did not try the walk. That isolation leaves you a prisoner of the breakfast routine, which is very confusing. We got the impression at check in that it would cost us 20e each for the buffet as the only alternative, and my wife's attempt to have only something warm like oatmeal or scrambled eggs led to 20e charges to our room, which I complained about and were removed. You need to be clear about how to have breakfast, we still don't understand it. I sensed a conflict between the front desk and restaurant staffs about it, maybe not. Similarly, if you're exhausted at the end of the day, the quality of the restaurant is very good, though the menu could be wider and the prices lower. Then the non-smoking room we were first given reeked of smoke, but it was quickly changed without much effort. The rooms are nice and include a small (pull out) couch and living area, and a door between the small foyer and toilet room space and the rest of the room, offering some flexibility in use of light at night. Furnishings good and up to date - but we have a continuing war with the use of duvets in European hotels. They are just too hot to sleep under, but if you take them off you're too cold. I don't understand these things except perhaps as a way for hotels to save laundry costs. We demanded top sheets and a blanket and got them. Same problem in the four other hotels we used in the trip (tip: find the open end of the duvet pull out the stuffing pad, use the cover for a top sheet, demand a real blanket or use the stuffing as a partial blanket). Another problem we had was to return at midnite after a 12 hour day trip to Barcelona, to find the the door lock was broken and couldn't be opened. It took an hour for them to figure out how to fix it (the key card door locks use 3 AA batteries that are hard to get at, who knew). But those things happen, and all of that said, we had a very hectic schedule in Brussels, other parts of Belgium and the trip to Barcelona in the five days we were there, and it was a very comfortable, relaxing place to come back to, esp. when the problems we had were taken care of in professional and friendly ways. The only thing that would give me second thoughts if going to Brussels again is the isolation problem. Very good, free wifi and two big, free use MacIntoshes in the lobby, with printer.

Room Tip: I would try to get a room on the inner walls (even numbers I think) over the large courtyard, rathe...
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  • Stayed: May 2014, travelled on business
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Thank VaBookwriter
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
patrick m, General Manager at Novotel Brussels Airport, responded to this reviewResponded 10 June 2014
Google Translation

Geachte Heer, Mevrouw,

Wij stellen uw opmerkingen over uw verblijf in NOVOTEL BRUSSELS AIRPORT erg op prijs.
Uw opmerkingen zullen wij overbrengen aan ons team. Wij zijn ervan overtuigd, dat uw reactie ons personeel zal stimuleren om voortdurend te blijven streven naar een hoge kwaliteit van onze dienstverlening voor elke gast; uw commentaar is daarom erg belangrijk voor ons.

Nogmaals bedankt voor het delen van uw ervaringen
Hoogachtend,

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 5 June 2014 via mobile

Stay here a couple of time a year on business as my company's local offices are a 5 min walk away.

Rooms are always clean, and staff friendly.

The hotel has always accommodated my request for an early check in (usually approx 9:30 am) which is great for getting refreshed before a meeting!

Only negative is the queue for checkout in the mornings can be long, so don't leave it until 5 mins before you need to leave.

It's obviously not a good location if you are visiting Brussels for the sights, but for an airport stop over or business trip it's absolutely fine.

Stayed: June 2014, travelled on business
Thank Coopergreg
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
patrick m, General Manager at Novotel Brussels Airport, responded to this reviewResponded 10 June 2014
Google Translation

Geachte Heer, Mevrouw,

Wij stellen uw opmerkingen over uw verblijf in NOVOTEL BRUSSELS AIRPORT erg op prijs.
Uw opmerkingen zullen wij overbrengen aan ons team. Wij zijn ervan overtuigd, dat uw reactie ons personeel zal stimuleren om voortdurend te blijven streven naar een hoge kwaliteit van onze dienstverlening voor elke gast; uw commentaar is daarom erg belangrijk voor ons.

Nogmaals bedankt voor het delen van uw ervaringen
Hoogachtend,

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 5 June 2014 via mobile

The hotel is located near the airport, 10 min drive. When we arrive in zaventem we called the hotel for the shuttle, but it took some time (30min).

The hotel is a modern novotel with good rooms(soundproof) and with a seperate toilet and a good shower.

The breakfast was good. Everything you need and the dining area is fresh and modern. During summer there is also a pool.

It's a good place for a stop-over but i think that the price is too high for what you get.

  • Stayed: April 2014
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Thank nathalievb
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
patrick m, General Manager at Novotel Brussels Airport, responded to this reviewResponded 10 June 2014
Google Translation

Geachte Heer, Mevrouw,

Wij stellen uw opmerkingen over uw verblijf in NOVOTEL BRUSSELS AIRPORT erg op prijs.
Uw opmerkingen zullen wij overbrengen aan ons team. Wij zijn ervan overtuigd, dat uw reactie ons personeel zal stimuleren om voortdurend te blijven streven naar een hoge kwaliteit van onze dienstverlening voor elke gast; uw commentaar is daarom erg belangrijk voor ons.

Nogmaals bedankt voor het delen van uw ervaringen
Hoogachtend,

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 Brussels Airport

Address: Leonardo da Vincilaan 25 | Bedrijvenzone Diegem-Vuurberg, Diegem 1831, Belgium
Region: Belgium > Flanders > Flemish Brabant Province > Diegem
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Children Activities (Kid / Family Friendly) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Shuttle Bus service Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#2 Green Hotel in Diegem
#4 Romantic Hotel in Diegem
Price Range: £62 - £145 (Based on Average Rates for a Standard Room)
Hotel Class:3 star — Novotel Brussels Airport 3*
Number of rooms: 209
Official Description (provided by the hotel):
The Novotel Brussels Airport hotel is located 30 min by train from the centre of Brussels. This 3 star hotel is the ideal base for a business trip to the Belgian capital or to the Heysel Exhibition Park. Connected by a free 24 hr shuttle to Brussels Airport, the hotel features 209 modern and comfortable rooms, plus 9 modular meeting rooms and a fitness centre. The bar and restaurant, open until midnight, boast views of the garden. ... more   less 
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Also Known As:
Novotel Brussels Airport Hotel Diegem
Novotel Hotel Brussels Airport
Novotel Diegem
Novotel Hotel Diegem
Diegem Novotel

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