酒店回复: Dear Guest,What an absolute joy to read your kind words! We're thrilled that you found our location convenient and our team warm and thoughtful—music to our ears! It's wonderful to know your experience was so positive that you chose to extend your stay—there’s no better compliment than that.Thank you for your heartfelt recommendation. We hope to welcome you back for more memorable moments in the heart of London!Best regards,Aurelija RevuckaiteGuest Experience ManagerNovotel & ibis London ExCeL
酒店回复: Dear Guest,Thank you for your feedback, and I’m truly sorry to hear about the difficulties you experienced during your recent stay. While we’re happy that you enjoyed the room amenities and our breakfast offerings, we deeply regret the inconvenience caused by the check-in process and the delays you encountered at the front desk.It’s concerning to hear that you had to check in and out twice and experienced a long wait with limited staff available. This does not align with the service standards we aim to provide, and I apologize for the frustration this caused you. We will address this with our front desk team to ensure that future guests experience smoother and more efficient check-ins.Your comments regarding the attitude of the staff are also important, and we’ll be taking the necessary steps to remind our team of the importance of consistently offering friendly and professional service.We appreciate your feedback and hope that we have the opportunity to welcome you back and provide you with a much-improved experience next time.Best regards,Aurelija RevuckaiteGuest Experience ManagerNovotel & Ibis London ExCeL
酒店回复: Dear Guest,Thank you for taking the time to share your experience. I am very sorry to hear about the difficulties you faced with your booking and the service provided by the third-party platform. We understand how frustrating it can be when changes cannot be processed smoothly and when additional fees are incurred.While we work closely with all our booking partners, some matters, unfortunately, are handled directly by the third party. However, your feedback is very valuable, and we will review ways to better support our guests in these situations.We hope to have the opportunity to welcome you directly to the hotel in the future and provide a seamless experience.Yours sincerely,Aurelija RevuckaiteGuest Experience ManagerNovotel & ibis London ExCeL
酒店回复: Dear Guest,Thank you for sharing your feedback. We sincerely apologize for the experience you had during your stay with us, and we appreciate the opportunity to address your concerns.Firstly, we regret the issue with the initial room and the unpleasant odor. We always strive to provide a comfortable environment for our guests, and it's disappointing to hear that we did not meet your expectations in this regard. We are also sorry that your requests were not handled in the most efficient and friendly manner, and we’ll be addressing this matter with our front desk team to ensure this doesn’t happen again.Regarding the issue with your lost item, we deeply regret the lack of communication. This is certainly not reflective of the high standards we aim to uphold, and we will review our internal processes to improve response times and follow-through.We are pleased to hear that the room attendant was kind and helpful, and we will ensure her great service is recognized.We truly value your feedback and will take immediate steps to ensure this situation is rectified. We hope you'll give us the opportunity to welcome you back and restore your confidence in our services.Best regards,Aurelija RevuckaiteGuest Experience ManagerNovotel & Ibis London ExCeL
非常喜欢🥰的伦敦酒店 交通便利 市中心的位置 去哪里都非常非常方便 前台接待人员特别热情周到 由于在伦敦计划增加一天 又续住了一天 非常值得推荐！
房间照片之前拍过就不拍了，基本设施还是可以的早餐还是不错的，之前住了两天还是比较满意的，都是一天一天订的，结果这次不能像上次在前台登记一下，要把行李拿出来退房，回来再办理入住，最恶心的是下午六点多回来的时候，前台只有一个服务员一直在打电话，等了好久没其它服务员，结果来了几位欧洲客人，立即就有另外一个服务员出来了，这才办了入住，办理人员的脸色和态度也是一般，这次真的是拉低了对这个酒店的好印象
酒店还不错，就是服务差了点。房间也挺普通的。
入住体验极差，我一次申请改签都不能通过国外的app，或者是其他的软件申请都有改签的功能。都有改签的服务，但是携程没有根据我跟酒店自己联系，酒店说携程是通过第三方的软件第三方的公司预定的，所以第三方不同意协商也没有办法，而且携程收的费比其他的公司都要高，而且关键的时候不帮助客人处理一点问题
酒店离伦敦市中心有点远，不过预订前我就知道了。酒店非常干净，员工也很配合。我坐了14个小时的飞机，到的时候已经很晚了。餐厅已经停止服务了，只剩下客房服务，但他们还是帮了我，非常感谢Marco。
简直恶心透顶，差到没边，你想到的所有糟糕词汇都可以用来形容这家酒店。它自称是四星级酒店，但卫生状况简直令人发指。洗手间的洗手池又脏又臭，周围也从来没打扫过。
这家酒店甚至允许狗住在客房里，这根本不是给人住的，是给动物住的。沙发旁边竟然还有个狗碗！千万不要来这家酒店！
非常适合家庭入住的好地方！客户服务也很棒。肯定会再来的。
我们很享受这次住宿，景色很棒，下次一定会再来。
我预订这家酒店是因为他们说有桑拿和蒸汽房。然而，我没有给他们满分，因为他们的桑拿和蒸汽简直是个笑话。首先，整个楼层弥漫着异味，而桑拿房和蒸汽房都冰冷。我们去前台反映了情况。前台工作人员跟着我们来到那个楼层，但她一分钟都待不下去，因为味道实在太难闻了。她向我们道歉，并说会叫清洁人员打扫整个楼层，然后会通知我们去使用这些设施。我们等了四个多小时，但工作人员一直没有来，所以我们就出去了。晚饭后我们回来，又去前台向另一位工作人员投诉，因为之前那位工作人员不在。最后，楼层被打扫干净了，他们说桑拿和蒸汽已经开启，我们可以去使用了。然而，等我们到了那里，唯一的好处是整个楼层不再有异味了，但蒸汽房还是坏的，里面很冷。我们又去了桑拿房，结果看到三位女士坐在那里，和我们一样非常失望。她们说她们一直在往里面泼水，希望能让桑拿房热起来，结果整个地面都因为漏水而湿透了。真是个笑话！桑拿房根本没有热气。我们非常失望地离开了，那天是我的生日，我特意找了一家有桑拿和蒸汽的酒店，希望能放松一下。诺富特酒店没有让我如愿，我感到非常伤心和失望。我觉得诺富特毁了我的生日，但我还是给了他们4分（满分5分），因为我不想太苛刻。
前台服务态度很差，第一次给的是厕所反味很大的房间，反复要求三次之后才允许我和朋友更换到另一间，沟通态度很mean完全不友好，不太相信厕所是我们进入之后才刚好开始反味的哈。之后有很重要的东西落在酒店了试图邮件沟通无人回复，打电话后说会帮忙找但是也压根没找，后面第二天打的时候二十分钟无人接听，接听说了一句话更是直接把电话挂了。
清理客房卫生的阿姨人挺好的，我朋友问有没有拖鞋和牙刷都给了。