Novotel Rotorua Lakeside

Nice facilities, but disappointing service We stayed at Novotel Rotorua with our two children. Overall, the hotel has some great facilities, but unfortunately the service really let our experience down. The rooms were nice, clean and comfortable, and we really enjoyed the pool. The kids' corner was also a great touch and something our children really enjoyed. The location is convenient as well. Unfortunately, the biggest disappointment was the service, particularly at breakfast. We found the breakfast staff to be quite unfriendly and unwelcoming, with very little warmth or interaction with guests. Even a simple smile or friendly greeting would have made a big difference. The front desk staff were better and were helpful when needed, but even there, the level of friendliness and hospitality wasn't what I would expect from a hotel of this standard. It's a shame because the hotel itself has good facilities and is very family-friendly. However, for us, the lack of warmth from the staff had a significant impact on our stay. We actually decided to move to another hotel for our final night because we wanted to finish our holiday somewhere that felt more welcoming. I hope management takes this feedback constructively, because with more friendly, attentive and welcoming service, this could be a really lovely hotel for families.

We stayed here for a weekend family trip to Rotorua with our one-year-old, and overall we had a good experience. We arrived quite late in the evening, but the staff were still incredibly friendly, welcoming, and helpful. Their warm attitude made us feel well looked after from the moment we checked in. The location is excellent. There’s a playground directly across the road, which was perfect for our little one, and it’s also just a short walk to the lake, making it a great place for a relaxing stroll with the family. We also enjoyed the hot pools and public bath. The atmosphere was peaceful and relaxing, although I think the pools could be cleaned a little more thoroughly. The biggest downside was the room itself. While it was comfortable enough, the facilities felt quite dated. On our second night, the hot water kept cutting in and out while I was taking a shower, and I ended up finishing with cold water, which was quite disappointing. Overall, the excellent service and fantastic location made our stay enjoyable, especially for families with young children. If the rooms were updated and the hot water issue was resolved, this would easily be an even better place to stay.

At check in the receptionist was friendly enough. It was Marjan's birthday the day after arrival. Even though the information was visible to her on the screen she didn't even say happy birthday nor was any further attempt made by the hotel to make the day special (a small touch goes a long way - ask any hotelier). The carpets in the lobby, passages and room looked dirty and tired (the room carpet had dirty stains). The beds were comfortable enough and the linen was clean. The bathroom had mould spots and dirty grouting (in desperate need of a refurb). The glasses were dirty (foggy and not fresh). The kids programme was a nice touch. We had dinner in the restaurant on Marjan's birthday. The waiter said happy birthday after I told him it was Marjan's birthday (when he took our order) and disappeared after he brought the food never to be seen again. We had the grilled platter. I was disappointed that the pork belly had no crackling (the fat was soft) and the beef tasted funny with a strange soft texture. The brisket was good. We stayed for 3 nights and explored the town. The location is good, which is the best part of the hotel. There is lots of improvement needed, not 4 star by any stretch of the imagination.

Our family of three had another wonderful stay at this hotel. From the moment we arrived, Gurinder made us feel genuinely welcome with his warm and friendly hospitality. He kindly arranged the waterfront room we had requested, and we truly appreciated his thoughtful service. The room was comfortable and well appointed, with stunning views of the water and the surrounding mountains right from our window. Waking up to such beautiful scenery made our stay even more enjoyable. We always choose to stay at this hotel whenever we come here for a holiday because the service is consistently excellent and the location is perfect. The buffet breakfast is another highlight, offering a great variety of fresh and delicious options to suit every taste. Thank you to Gurinder and the entire team for making our stay so memorable. We look forward to coming back again!