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“Service could be better”

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Novotel Bangkok on Siam Square
Ranked #182 of 852 Hotels in Bangkok
Certificate of Excellence
Gosford, Australia
Level Contributor
10 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 5 helpful votes
“Service could be better”
Reviewed 11 December 2012

We stayed at the Novotel Bangkok Siam Square from 25/11/12 to 28/11/12.

I have to say that the service at this hotel is not what I have come to expect from Novotel. We arrived at 2pm, which is the advertised check in time. I lined up at the Accor Advantage Plus priority line (I'm an Advantage Plus member) for check in only to have non member guests wiating on other lines caled over to our line by the staff manning it and served before us. When I finally got to the front of the line after about 5-10 minutes of waiting I was told that the room wasn't ready and to come back in an hour. The staff completed the check in process and stored out bags and gave me a card to present upon our return. We returned just before 4pm and had to line up again and wait. Once served this time we were advised that we had been given a free room upgrade which was very nice of the hotel to do. We were directed to our room and told someone would bring our bags up straight away.

Upon arriving in the room we found that there was no toilet paper, not good as I was suffering from an upset stomach. I called reception and requested some toilet rolls and was sent 1 roll and a box of tissues which I thought was not good enough. After being in the room for an hour we still had not received our bags. Again I called reception and after being asked how many bags we had was advised they would be sent straight up. 5 minutes later we got a call asking us how many bags we had. Again I advised the staff and was told they would be straight up, only to get a second call a few minutes later asking me what our bags looked like. I gave up and went back down to the lobby and pointed out the bags to the staff. It would appear that the reception staff who I had given my baggage claim ticket to had not forwarded this on to the baggage counter staff even though they are situated about 2 metres away from each other.

On the second day my girlfriend and I were both sick and spent the day sleeping. House keeping honoured the do not disturb sign and left a card requesting we ring when we wanted the room serviced. We called and requested more toilet paper, an hour later still no toilet paper, 2nd call made it finally turned up.

Service is not what I expected. Despite this room was good, food was good, and central location still make this a good hotel they just need to work on their customer service.

  • Stayed November 2012, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Broges
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
QMR, Resident Manager at Novotel Bangkok on Siam Square, responded to this review, 18 December 2012
Dear Broges,
It is with regret to note your disappointment during your recent stay and I hope that you accept my sincerest apologies for the inconvenience and distress that you experienced. Please rest assured that we will take necessary steps to improve the quality of our service and look forward to an opportunity to provide you with better customer service on a return visit.
Kind Regards,
Manuel Reymondin
Resident Manager
Report response as inappropriate
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3,934 reviews from our community

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Rating summary
  • Location
    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 of 5 bubbles
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Johor Bahru
Level Contributor
13 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
Reviewed 11 December 2012

I stayed this hotel with my husband during June. We visited our friends there, and they chosed this hotel for us which highly recommended by them.

The room was neat, clean and comfortable.

They really make a correct choice for us. This hotel near to Siam Paragon, there are also a night market near to Hotel, 7 Eleven, massage centre, Hard Rock Cafe and the most important is there is a very nice restaurant which opposite to Hotel.

MRT station also just beside the hotel. I'm so happy that our friends make a correct choice for us.

  • Stayed June 2012
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Reginexyteo
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
QMR, Resident Manager at Novotel Bangkok on Siam Square, responded to this review, 18 December 2012
Dear Reginexyteo,
Thank you for your kind words and we are pleased that you had a pleasant stay with us. We definitely look forward to your return and an opportunity to provide you with an excellent experience once again.
Kind Regards,
Manuel Reymondin
Resident Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Singapore, Singapore
Level Contributor
5 reviews
5 hotel reviews
Reviewed 10 December 2012


We had stayed at this hotel for the past 5 years whenever we are on holidays in bangkok & it's kinda like a second home for us. The security & concierge teams wud not fail to say hello & welcome us warmly. Furthermore the hotel is near to so many shopping malls & bts is less than 5 mins walk. Always a great stay.

  • Stayed November 2012, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Rosie5306
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
QMR, Resident Manager at Novotel Bangkok on Siam Square, responded to this review, 18 December 2012
Dear Accorhotels.com traveler,
We noted the positive inflection of your comments and are pleased that you enjoyed your stays with us throughout the past 5 years. Thank you for your loyalty and for sharing your memorable experiences with others. We look forward to your return.
Kind Regards,
Manuel Reymondin
Resident Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Chelmsford, United Kingdom
Level Contributor
62 reviews
16 hotel reviews
common_n_hotel_reviews_1bd8 38 helpful votes
Reviewed 10 December 2012

Following a rather poor start to our Thai holiday at the Novotel Airport hotel (see separate review) and having complained to the reception when we checked out, we did expect -- and did get after an initial stumble -- a better stay at the sister hotel in Siam Square, Bangkok's shopping area.
We'd had a wonderful holiday and wanted to end it in a nice way by booking an executive room on the premier floor. This gave us a private check-in, which was very welcoming, access to the Premier Lounge for breakfast, all-day refreshments and evening cocktails (5pm-7pm).
We must say this was a treat after a rather bad start: we were given an executive room that seemed ridculously laid out -- there was hardly 18 inches of space between the end of the bed and the TV cabinet, which restricted easy movement somewhat. After we complained, we were moved to a more satisfactory room -- the one advertised on their website. One feature we found very interesting is the on-off switch variation to the normal shower blind.
We didn't find the food particularly exciting -- for example, the tom yang gung, a typical Thai soup, although acceptable, could have been richer and tastier.

  • Stayed December 2012, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank holidaytime26
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
QMR, Resident Manager at Novotel Bangkok on Siam Square, responded to this review, 16 December 2012
Dear holidaytime26,
Thank you for choosing to end your holiday in our hotel and I am glad to note that you finally had a pleasant stay after few inconvenient circumstances. I am sorry that our Tom Yam Kung did not meet your taste and have shared your comment with our chef for further improvement. We look forward to welcoming you again.
Kind Regards,
Manuel Reymondin
Resident Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Singapore, Singapore
Level Contributor
39 reviews
12 hotel reviews
common_n_hotel_reviews_1bd8 17 helpful votes
Reviewed 8 December 2012

the location of the hotel is great with a lot of food and stalls nearby to shop. The standard room looks rather old and we even found a small cockroach in our room. The free wifi is also not stable as connection keeps cutting off. Overall the hotel is value for money with its great location and good service.

  • Stayed December 2012, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank william t
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
QMR, Resident Manager at Novotel Bangkok on Siam Square, responded to this review, 16 December 2012
Dear william t
Thank you for your comments and are pleased to note that you consider us value for money, despite a couple of inconveniences. Please rest assured that we will are looking into the matters you raised, in addition to currently installing new access points to improve wireless Internet connectivity. We look forward to welcoming you again on your return to Bangkok.
Kind Regards,
Manuel Reymondin
Resident Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Singapore, Singapore
Level Contributor
219 reviews
39 hotel reviews
common_n_hotel_reviews_1bd8 106 helpful votes
Reviewed 6 December 2012 via mobile

Loved this hotel for it's superb location. It is just mins from the train station, Siam paragon, Siam discovery and MBK. The hotel is surrounded by restaurants and shops. We got a suite and had access to the premier lounge. The staff there was very pleasant and we had free flow of hot and cold beverage from the lounge. My husband had a surprise when he received a cake in our room for his birthday. The breakfast spread was just great! Wide spread of food and everyday, there are some new changes to the food served. Would love to stay in this hotel again the next time we are in Bangkok.

  • Stayed November 2012
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank PCSim
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
QMR, Resident Manager at Novotel Bangkok on Siam Square, responded to this review, 16 December 2012
Dear SPC76,
It is a delight to read your positive review and on behalf of the whole team, we are pleased that we will have the opportunity to welcome you again.
Kind Regards,
Manuel Reymondin
Resident Manager
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 Bangkok on Siam Square

Property: Novotel Bangkok on Siam Square
Address: 392/44 Siam Square Soi 6, Bangkok 10330, Thailand
Phone Number:
Region: Thailand > Bangkok > Siam
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#79 Spa Hotel in Bangkok
#107 Family Hotel in Bangkok
#130 Romantic Hotel in Bangkok
#131 Business Hotel in Bangkok
#147 Luxury Hotel in Bangkok
Price Range (Based on Average Rates): £
Hotel Class:4 star — Novotel Bangkok on Siam Square 4*
Number of rooms: 429
Official Description (provided by the hotel):
The Novotel Bangkok on Siam Square is a 4 star hotel in the vibrant centre of Bangkok. With 423 well appointed rooms, this is the perfect destination for both business trips and holidays. Guests can relax by our pool, in one of our 5 bars, or be temptedby the delicious choices available in our 3 restaurants, while our conference facilities are perfect for meetings and functions. Close to transport, entertainment and shopping, the hotel is ideally located. Parking is available for your convenience. ... more   less 
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Also Known As:
Novotel Bangkok On Siam Square Hotel Bangkok
Accor Bangkok On Siam Square
Bangkok Novotel

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