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All reviews great location rose garden in town concierge desk per day two double beds standard room top floor restaurants and shops free wifi buffet breakfast central location small balcony lake view new zealand stayed here for nights lakeside
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Reviewed 4 weeks ago

This is a great hotel, conveniently located near the centre of town, with everything just a short stroll away. Staff were friendly, efficient and helpful. And the breakfast in Elements was great!

However, don't assume that if you book a 'lakeside' room ( like we did) that you'll get a lake view. The lake is almost entirely obscured by trees! Therefore, it's probably not worth the additional cost of this type of room. Others have a pleasant view of the internal gardens.

Date of stay: November 2018
  • Trip type: Travelled as a couple
    • Location
    • Cleanliness
    • Service
1  Thank Newcastlediner
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GMNovotelQT, General Manager at Novotel Queenstown Lakeside, responded to this reviewResponded 4 weeks ago

Dear Newcastlediner

Thanks for your comments - it is certainly our intention to make clear to our guests the experience that they will receive. While many of the lake-side rooms get an amazing view over winter when the trees drop their leaves they do have obscured views at other times.

Many guests that book these rooms do so because they over look the park to the foreshore and they tell us that they like the outlook and fact that they can "watch the world go by" from the balcony of their room.

Other rooms do offer different outlooks and are priced differently but regardless of all of that many people also find that in Queenstown they do not spend large amounts of time in their room and are out enjoying everything on offer. In you case we hope that you enjoyed Queenstown and will come back to see us again.

Thanks for the feedback

Regards

Jim Moore
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 5 weeks ago

Over the last ten years, I had continuously stayed at the Novotel even after the Sofitel was built, out of loyalty and knowing that the staff are professional and courteous - but never again.

On our last stay, mum and I brought fish and chips from outside to the lobby. We had witnessed countless other groups bring in their own snacks and even take out their own Tupperware with their own food. No one reprimanded them.

So why were we humiliated and told in front of everyone that it's against policy to eat in their restaurant, when we were in their lobby? A huffy blonde hotel staffer rolled her eyes at us when we asked to see a written policy, which never materialized.

Flo, the assistant hotel manager, told us that it's a mixed lobby/restaurant space. But one cannot define willy-nilly when a space can be categorized as one or the other.

We were humiliated and singled out. It ruined the meal after the blonde condescendingly told us we could have it (after I pointed out that in waiting for her 45-minute search for the manager, we had abstained from our dinner out of respect to the hotel). Our dignity felt destroyed and we felt like second-class citizens, even when we had witnessed other people openly eating from their own stock in that same area earlier in our prepaid stay.

We didn't want to stay there for our last night and asked Flo if we could be comped for the night due to the humiliation and disrespect. We had been reprimanded for an action we had seen others get away with, and had a nonexistent policy against eating in the lobby waved in our faces.

Four hours later, Flo agreed to refund half our last night's stay and said if we wanted the full amount, we'd have to wait until the front office manager Sharon was in the next morning.

The next morning, with our flight departing at 11am, we discussed with Sharon Magwaza the situation. I have never met someone in hospitality so condescending and rude. She adamantly refused to give us a full refund, and kept asking "why isn't $x enough"?

It's not about the money, it's about the principle of respect. If I couldn't afford it, I wouldn't have prepaid for my stay. Why were my mother and I singled out?

I took time out of my morning and we were late for our flight. I asked if she could call us a taxi and at least comp us the amount of the taxi since she refused to listen. She said no! She was happy to call us a taxi, but at our own expense.

Discriminatory customer service. Never again. Great location, but stay away.

Date of stay: November 2018
  • Trip type: Travelled with family
    • Location
    • Sleep Quality
    • Service
1  Thank J Y
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GMNovotelQT, General Manager at Novotel Queenstown Lakeside, responded to this reviewResponded 4 weeks ago

Thanks JY for your review

We welcome all fair and reasonable reviews and want our guests to feel at home when they stay with us. Having said that we also want ALL of our guests to feel welcome and comfortable so do have some guidelines on acceptable behaviours to ensure that this is the case.

It is disappointing when comments get made of a personal nature - while we respect all guests have a right to personal opinions readers should also understand that in this case our team initially politely asked to desist from eating takeaways in our lobby. To then got in to an extended exchange about this being unfair and unreasonable was challenging for those involved.Thankfully most of our guests respect these requests and understand that they are reasonable without getting offended or arguing and as such we can quickly move on.

We have no desire to make anyone feel that they are discriminated against - actually we try to ensure that any of our guests that want to bring takeaways into the hotel can do so and enjoy them in the privacy of their room. Generally in public areas such as our restaurant, bar or lobby we ask guests not to dine in these areas except from our own menu. We are a food business and make every effort to ensure the presentation and delivery of these services is at a standard that we are happy with.

Comments about bad reviews on social media unless a full refund is given or taxis paid for are unlikely to result in a positive outcome. The 50% given was an effort to end an extended conversation where clearly we had a guest that was unhappy and was offered in good faith to resolve the issue - a full refund was not deemed to be warranted.

When guests eat food from other businesses in our public areas it impacts on other guests and does not represent our business to these other guests as we would like. We get complaints about people failing to respect the rights of other guests so do normally try to quietly and respectfully deal with each situation as it arises. There is no need for a formal policy on this - it would be standard in most food or beverage businesses not to allow people to bring food from other sources.

Jim Moore
General Manager

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Reviewed 5 weeks ago

To say the Novotel is central to most things in Queenstown it is pleasantly quiet. Our room backed onto parkland and traffic noise was non existent.

We had 6 days, 5 nights as a relaxing holiday. Restaurants, lake, gardens were all within a couple of minutes stroll. 5 minutes to the Gondola. We couldn't have been in a better location.

The staff at the hotel were all pleasant and very helpful. The room warranted its star rating, a bit on the small side but clean and reasonably well maintained. We didn't eat at the Hotel, it was so easy to step outside to and visit nearby cafe's and restaurants although had be not had great weather we would have been happy to eat in.

We hired a car from the airport, the price of fuel at $2.60 a litre for fuel was a bit of a shock then $25 a day parking at the Hotel added to the injury. Probably would advise to plan your holiday to assess whether a vehicle is necessary. A lot of activities are available within Queenstown or alternate transport is readily available.

A beautiful town, friendly people however be prepared to pay tourist prices for most activities, you can spend a fortune.

Date of stay: October 2018
  • Trip type: Travelled as a couple
    • Sleep Quality
    • Rooms
    • Service
1  Thank David H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GMNovotelQT, General Manager at Novotel Queenstown Lakeside, responded to this reviewResponded 5 weeks ago

Dear David H

Thanks for your comments.

We acknowledge your comments in regards to petrol prices in NZ - these continue to rise and are certainly a good reason to consider being in a central location and not requiring a car.

Sounds like you had a good time - hopefully we will get to see you again some time.

Regards

Jim Moore
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 4 November 2018

Our overnight stay at the Novotel in Queenstown was comfortable. Although small, our room was very clean and the bed very comfortable. Dinner at the restaurant was delicious and the staff member serving us was friendly and looked after us very well. The waterfront was only a few minutes walk away with shops and cafes and sightseeing very handy. Queenstown scenery is stunning.

Date of stay: October 2018
  • Trip type: Travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Accorhotels.com
Thank John and Nelly C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GMNovotelQT, General Manager at Novotel Queenstown Lakeside, responded to this reviewResponded 5 weeks ago

Dear John and Nelly C


Thanks for your favourable comments. Great to hear that you enjoyed your stay - we hope that you may come back to see us again soon.

Regards

Jim Moore
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 3 November 2018 via mobile

This is a great place to stay if you want to be right in the middle of Queenstown. Easy walk to all the shops and restaurants and lovely lake, garden and trail walks. The staff were amazing and that makes up for the very average and expensive breakfasts! The decor is very underwhelming and I've heard that the top floor is newly added so I'd imagine they are the rooms to get. Beds comfy and nice to have a balcony, one irk was the toilet paper roll was too far from the toilet. Saying all that I would stay there again and felt it was good value for money!

Date of stay: November 2018
Trip type: Travelled with family
Thank Maddie M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GMNovotelQT, General Manager at Novotel Queenstown Lakeside, responded to this reviewResponded 5 weeks ago

Dear Maddie M


Thanks for your feedback - we are in discussions with the owners of the Hotel in regards to the next phase of upgrade and we believe that this work will be extensive and in the not too distant future.

It is a shame that you felt the breakfast was average - we apologise that this is the case - breakfast at the Hotel has been well supported by guests and locals alike and is an important part of our business. Generally we normally get very favourable comments about our breakfast so your comments are disappointing.

Thanks for your comments.

Kind regards

Jim Moore
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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