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being human
Kolkata (Calcutta), India

Degraded services and hospitality of the hotel staffs to the everyone duty managers too. Disrespectfull

1.0 of 5 bubblesReviewed 19 Jun 2024via mobile
Degraded services and hospitality of the hotel staffs to the everyone duty managers too.

Dear

I am a silver member of your hotel and have been staying here for over 7 years in this property. This time i felt a huge downfall in terms of warmth and hospitality of all staffs. Was staying for 3 nights from 16th June in 216 room. The room was not up to the mark this time at all. The washroom had no blind and it was completely see through, I mean What? I do not expect this from a 5 star hotel. You people call it 5 star but do not provide the services of 5 star… Due to this blind issues we never used the washroom and had to go down to ground level to use the loo and pool area for showering and then comes the funniest part of dealing the customer issue. The duty manager mister abhishek he always tell will resolve it and do nothing. and housekeeping manager came to see what went wrong and my goodness they couldn’t resolve the issue or did not offered any compensation for their hiccups. What else can be a pathetic way of handling the customer complaint. Throughout my stay there was a musty smell coming from the corridor. Informed the housekeeping N number of times but no resolutions. The pool attendant isn’t trained to talk to guest. Subham and saurav absolutely crap doesn’t know how to talk Was extremely rude while talking even when i asked for very basic things.A person who is giving so much business to you and keep coming shouldn’t be treated the way like this. Overall I would rate my stay 1/10 due to lack of empathy of staffs though the property is good but the services have beem degraded over the time. I used to recommend everyone to come at novotel for their kindness unfortunately this will be mine last stay from my end. Ill make sure i tell my company and colleagues not to come year. It was not like this i am coming here from 2018 duty mangers were so good harsh was an amazing guy hotel needs people like that. Unfortunately this is my first bad review for novotel i am deeply disappointed they dont even care. 2ndly hotel have weird different policies which doesn’t matches with others. Swimming pool doesn’t know how to treat guests or fullfill basic request after requesting so much. I used to believe hospitality is to serve people not only buisness but unfortunately novotel only believe in buisness not guest satisfaction. I make sure i take against everyone and complain to accor also. Absolutely disgraceful disrespting. I dont have any words extermly disappointed. Please teach your stuff how to be a good human being first. And when you tell so many things about policys first make sure you give a good service. The toilet curtain not there toilet doesn’t work. Dont know how to treat guest ! Disrespectful ask money for every single thing. Make weird policy comparing to others. Doesnt do any compensation then you expect what i dont understand. Extremely disappointed!
Date of stay: June 2024
Trip type: Travelled with friends
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Arjun Kaggallu, General Manager at Novotel Kolkata Hotel and Residences, responded to this review
Responded 9 Jul 2024
Dear Valued TripAdvisor Member,

Thank you for sharing your feedback with us. I sincerely apologize for the experience you had during your recent stay at Novotel Kolkata. As a valued Accor Live Limitless Silver member and loyal guest for over seven years, your feedback is extremely important to us, and I am deeply concerned to hear about the issues you encountered.

Please accept my heartfelt apologies for the inconvenience caused by the missing blind in your bathroom and the inadequate response to your concerns. This is not the standard of service we strive to provide, and I regret that it impacted your stay so significantly. I understand how frustrating it must have been to not be able to use the facilities in your room comfortably.

I am also very sorry to hear about the musty smell in the corridor and the interactions you had with our team members. The behaviour you described for our team members is unacceptable and does not reflect the high standards of hospitality we aim to uphold. I assure you that immediate steps will be taken to address these issues with proper training for those team members. We will provide additional training to our heartist team members to ensure they handle guest concerns with the utmost care and professionalism.

Your comments about our policies and services are taken very seriously, and we will review them to ensure they align with the expectations of our valued guests. I regret that your recent experience has led you to reconsider staying with us in the future, and I hope you will give us another opportunity to restore your faith in our hotel.

Best regards,

Arjun Kaggallu
General Manager
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
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57 - 62 of 2,751 reviews
Reviewed 18 June 2024

Stay was very sweet and beautiful
Awesome staff behaviour
Food was very nice and tasty,
Ankita help us a lot for smooth checkin and checkout
View was very beautiful
Thank you everyone for making our vaccination special
We will come back again for sure

Date of stay: June 2024
  • Trip type: Travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank Ravi G
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Arjun Kaggallu, General Manager at Novotel Kolkata Hotel and Residences, responded to this reviewResponded 20 June 2024

Dear Valued Trip Advisor Member,

Greetings from Novotel Kolkata Hotel & Residences!

Thank you for taking the time to share such a wonderful review of your recent stay at Novotel Kolkata. We are delighted to hear that you had a sweet and beautiful experience with us.

Your kind words about our staff, particularly Ankita, are truly appreciated. We strive to provide exceptional service, and it’s heartening to know that Ankita and our team were able to assist you with a smooth check-in and check-out process.

We are pleased to learn that you enjoyed the food and found it tasty, as well as appreciated the beautiful view from our property. Ensuring our guests have a memorable stay is our top priority, and it’s gratifying to know we succeeded in making your vacation special.

We look forward to welcoming you back to Novotel Kolkata Hotel & Residences in the near future.


Best regards,

Arjun Kaggallu
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 17 June 2024

Reception was good and well coparative staff special thanks to Mr. Ghosh from guest relation team who made my stay more attractive and comfortable...
Room was clean and well maintained,also bathroom maintenance was nice...
Food was tasty and good well variety was there.

Date of stay: June 2024
  • Trip type: Travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank Sightseer60945394522
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Arjun Kaggallu, General Manager at Novotel Kolkata Hotel and Residences, responded to this reviewResponded 20 June 2024

Dear Valued TripAdvisor Member,

Greetings from Novotel Kolkata Hotel & Residences!

Thank you for taking the time to share such a wonderful review of your recent stay at Novotel Kolkata Hotel & Residences on this platform. We are delighted to hear that you had a "Wow" experience with us!

I am thrilled that our reception team made a great impression, and that our heartist- Avirup Ghosh from our Guest Relations team was able to make your stay more attractive and comfortable. I will be sure to pass on your kind words to him and the rest of our team.

It's fantastic to know that you found your room clean and well-maintained and that you were pleased with the bathroom's upkeep. Our housekeeping team works diligently to ensure that all our guests enjoy a pristine and comfortable environment.

We are also glad to hear that you enjoyed the variety and taste of our food offerings. Our culinary team strives to provide a diverse and delicious selection to cater to all tastes, and your positive feedback is very encouraging.

We look forward to welcoming you back to Novotel Kolkata Hotel & Residences for another memorable stay.


Best regards,

Arjun Kaggallu
General Manager


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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 17 June 2024

My prolonged stay at Novotel Kolkata Hotel and Residences has been nothing short of splendid, thanks to its remarkable service quality and prime location. Situated conveniently close to major offices and Kolkata Airport, the hotel offers an effortless commute for business travellers like myself.

From the moment I arrived, the staff at Novotel Kolkata have been the epitome of professionalism and courtesy. At The Square restaurant, Rajdeep and his team have consistently delivered attentive and delightful service, making every meal an enjoyable experience. The concierge service, led by Dipu, along with his colleagues Amritesh, Bhaskar, Aniket, Shantanu, Regina, Saloni, Bandhupriya, Shreya, Manoshi, and Mainak, has ensured all interactions are smooth and pleasant, reflecting their dedication and efficiency.

I must also extend my commendations to Punam, Jayanta, Abhishek, and Mainak, whose exceptional service has notably enhanced the quality of my stay. Their attention to detail and guest-oriented approach are truly commendable.

The Ministry of Kebabs within the hotel premises deserves a special mention for its authentic and delicious kebabs. The service there, led by Saheb, Prerona, Meghla, and Catherine, is impeccable, adding to the gastronomic delight.

Novotel Kolkata’s commitment to inclusivity and diversity in its hiring practices is highly praiseworthy. The employment of deaf individuals, who are among the kindest and most dedicated members of the staff, is a testament to the hotel’s progressive values.

The hotel’s facilities, including a well-equipped gym, pristine swimming pools, and other amenities, are exceptional. These facilities ensure a balanced lifestyle of work and wellness, which is much appreciated during extended stays.

Additionally, the Megahvi spa experience at Novotel Kolkata was nothing short of extraordinary. The spa, with its serene ambiance and skilled therapists, provided the perfect retreat after long days. The treatments were rejuvenating and added an extra layer of luxury to my stay.

Thank you, Novotel Kolkata, for ensuring a delightful and memorable stay. I look forward to returning and experiencing your exceptional hospitality again.

Date of stay: April 2024
  • Trip type: Travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank preetdeepan
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Arjun Kaggallu, General Manager at Novotel Kolkata Hotel and Residences, responded to this reviewResponded 18 June 2024

Dear Valued Guest,

Greetings from Novotel Kolkata Hotel & Residences!


Thank you for your splendid review of Novotel Kolkata Hotel and Residences. We are thrilled to hear that your prolonged stay with us was nothing short of exceptional. We are delighted that our prime location near major offices and Kolkata Airport made your commute effortless and convenient. Your kind words about our staff's professionalism and courtesy, especially Rajdeep and his team at The Square restaurant, mean a lot to us. Ensuring our guests have an enjoyable dining experience is a top priority.

Your commendations for our concierge team member Dipu, along with Amritesh, Bhaskar, Aniket, Shantanu, Regina, Saloni, Bandhupriya, Shreya, Manoshi, and Mainak, reflect their dedication and efficiency. I am also pleased to hear that Punam, Jayanta, Abhishek, and Mainak enhanced the quality of your stay with their exceptional service. We are thrilled that you enjoyed the authentic and delicious kebabs at The Ministry of Kebabs, and that Saheb, Prerona, Meghla, and Catherine provided impeccable service. Your recognition of our commitment to inclusivity and diversity is heart-warming, and we are proud to have such dedicated and kind staff members. It’s wonderful to hear that our facilities, including the gym, swimming pools, and the Meghahvi spa, contributed to a balanced and rejuvenating stay. We strive to provide our guests with an environment that promotes both work and wellness, and your feedback is a testament to our efforts.

Thank you once again for your detailed and heartfelt review. We look forward to welcoming you back and providing you with another delightful and memorable stay.



Warm Regards

Arjun Kaggallu
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 14 June 2024

It was an amazing stay with Novotel kolkata... I'm regularly visit in Kolkata and always stay with novotel Kolkata......Specially I want thanks to Avirup Ghosh from front office who help me always....
Otherwise room was clean and well maintained...

Date of stay: June 2024
  • Trip type: Travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank Curious29835908169
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Arjun Kaggallu, General Manager at Novotel Kolkata Hotel and Residences, responded to this reviewResponded 18 June 2024

Dear Valued Guest,

Greetings from Novotel Kolkata Hotel & Residences!


Thank you so much for your wonderful review and for choosing Novotel Kolkata Hotel & Residences as your preferred hotel in Kolkata. We are thrilled to hear that you had an amazing stay with us and that you consistently enjoy your time here. I am particularly pleased to read your kind words about Avirup Ghosh from our front office team. We are proud to have such dedicated team members who go above and beyond to make our guests' stays memorable. Your compliments will certainly be shared with Avirup and the entire team. It's great to know that you found our rooms clean and well-maintained. Maintaining high standards of cleanliness and comfort is a top priority for us, and your feedback reaffirms our commitment to excellence.

Thank you once again for your loyalty and for taking the time to share your experience. We look forward to welcoming you back on your next visit to Kolkata.


Warm Regards

Arjun Kaggallu
General Manager

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Reviewed 4 June 2024

Reception was good and well behaved from Avirup Ghosh and Priyanka . They were very helpful and provide great customer service. I really felt very comfortable throughtout the stay. Food was tasty and well variety was there. Room was clean ac was perfectly worrked.

Date of stay: June 2024
  • Trip type: Travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank Cruiser59461197395
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Arjun Kaggallu, General Manager at Novotel Kolkata Hotel and Residences, responded to this reviewResponded 7 June 2024

Dear Valued Guest,

Greetings from Novotel Kolkata Hotel & Residences!


Thank you for taking the time to share your experience at Novotel Kolkata Hotel & Residences. We are thrilled to hear that you had an excellent stay with us. I am pleased to hear that Avirup Ghosh and Priyanka provided you with exceptional service at the reception. Our team is committed to ensuring that our guests feel welcomed and well taken care of throughout their stay. It's wonderful to know that you enjoyed the variety and quality of our food offerings, and that you found your room clean and comfortable with a perfectly functioning AC. Your comfort and satisfaction are our top priorities.

We look forward to welcoming you back to Novotel Kolkata Hotel & Residences soon.


Warm Regards

Arjun Kaggallu
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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