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Staff went over and above for a group of 5 of us travelling for a birthday celebration.
2 of us (including the birthday boy) were in the executive suite, room 541...absoloutely stunning room, sweeping views and very spacious.
The staff had arranged the room to be decorated in balloons and had a complimentary bottle of wine with all the staff signed on a birthday card when we arrived. Within a hour of arriving a porter came in and sang happy birthday and dropped off some cake...this was just spectacular and made it a VERY memorable stay.
There was three downsides, the spa in the room hadnt been used in a long time so grime shot out of the jets after taking an hour to fill up (the staff came and cleaned it up whilst we were at dinner...but i wasnt going to try it again!). The barman clearly has little knowledge of cocktails making mojitos with lemons..yuck!(rectified after educating him on how to make it). The TV in the room was dead quiet which wasnt helpful on an All Blacks game and being told there are no maitenance staff to fix it (yet they sent a porter up who played with wires and left the sound buzzing as well as silent..agh)...the funny thing is watching movies on the paid movie system later in the night was perfect sound, must have been a tv connection.
We were all split over 3 rooms and when asked, we were shown through the Royal Suite and despite offering to pay, were not allowed to move/upgrade (the staff member also seemed to avoid discussing how to book it for an upcoming wedding).
The negatives asside we must give a bow to the staff for making the birthday boy feel like a king, thank you Novotel...a very big Thank you to Scott on the front desk also for an infectious smile and really cheerful attitude willing to help us with anything... He really deserves a personal thanks!
We will return...with more as all were blown away by the suite!
Thank you for taking the time to share your experience.
We truly pride ourselves on making our guest’s stay a personalised and memorable one.
One of the most rewarding compliments we can receive are those for our team members – yes, Scott is valuable; going above and beyond, and most importantly with a smile.
I am very sorry and sincerely apologise for the inconveniences you noted - we do appreciate your feedback.
We are thrilled you enjoyed one of our Executive Suites and of course the weekend’s birthday celebrations!
Thanks again and regards to you all.