Novotel Warszawa Airport

Honestly, one of my worst Novotel experiences. I’ve stayed at Novotel hotels in several countries and I’m an Accor member, so I know what to expect from the brand. Unfortunately, this one was a big disappointment. The front desk attitude was poor and unfriendly, like they were doing me a favor. I paid 150 PLN for early check-in, but even that wasn’t clear — one staff member said 8 AM, another said 9 AM. No clear information at all. Check-in was basically: here’s your room card, bye. Nobody explained the hotel facilities, what my booking included, restaurant hours, breakfast, or anything useful. The room wasn’t much better. The AC was extremely noisy and the mattress was uncomfortable. I’ve stayed at Novotel properties in other countries and was genuinely impressed by the service, staff, cleanliness, and overall experience. This one surprised me too — just for all the wrong reasons. Convenient location, but the service and overall experience were far below what I expect from Novotel and Accor.

We booked this hotel approximately one year in advance through a third-party provider, which went bankrupt roughly a month before our stay. Aware of this development, we proactively contacted the hotel twice prior to arrival and were explicitly assured - in writing - that our prepaid reservation remained valid and confirmed. We arrived at 11:45 AM to drop off our luggage. At that time, staff did not inform us of any issue with our reservation and simply accepted our bags. It was not until 8:00 PM, when we returned, that we were informed the reservation had been cancelled and were asked to pay for the room on the spot - despite holding written confirmation from the hotel itself that the stay was fully prepaid. This delay also cost us eight hours during which we could have arranged alternative accommodation; instead, we were left without lodging late at night. Hotel customer service subsequently acknowledged, by phone, that the hotel had failed to notify us of the cancellation via email. The following morning, staff shared correspondence from the bankrupt agency alleging that we, the guests, had requested a refund — despite the booking being non-refundable and according to the hotels reservation policy it has been paid upon making the reservation and the prepayment is also confirmed from them in writing. This claim should reasonably have prompted the hotel to verify the situation with us directly before cancelling, particularly given their own confirmation on file. No corrective action appears to have been taken regarding the staff member responsible for withholding this information at check-in; management attributed the conduct to her being newly employed. The following morning, three staff members requested a meeting with my partner, during which the conversation centred largely on the Google review we have left. A Guest Relations specialist also spoke with me at length, offering guidance on how the review should be worded. We were additionally offered complimentary breakfast, which did not meet expectations — the eggs had an unusual odour and the sausages were of noticeably low quality. Regarding the property itself: the facilities appear dated, certain areas have an unpleasant odour, the room floor was not adequately clean, and Wi-Fi connectivity was unreliable. The hotel's location is also roughly an hour from the city centre. However, rather than acknowledging that we had effectively been charged twice for the same stay - once through our original prepayment and again by being asked to pay at check-in - staff repeatedly framed the situation as a misunderstanding on our part, rather than addressing the double payment directly.

Where to start. What a bad experience. I’ve got allready list of disappointements. Let start with room. Room is nice but internet connection is very weak so I need to use my own internet all the time. If you get wet by rain you have no chance to dry your clothes cause heater in bathroom not working during summer (unexperienced girl on reception will tell you she will send there somebody to fix it ((cause she know nothing )) but experiecend girl will tell you straight it’s not working). Than we have restaurant presenting itself as gourmet but you getting dry chicken with 3 days old mashed potatoes crumbling in your plate. When you tell that to waiter you get only bad look and sour face, never smile at you again. Breakfast buffet is great but when I ask when they clean last time valves on juice machines they don’t know how to answer. Just have a look from bottom and you will see they were never maintained. If you want to buy breakfast for other member of your family you need to pay that immediately othervise you got again looks from stuff ( normally everywhere in world you write it on your room and pay it by checkout). There is few persons from stuff which are nice but 80% are just don’t like their job and you will feel it immediately. They think I don’t understant polish but I do so I hear them how they speak about customers behind back. And last thing that I can’t forget, if you ask for take away cup at breakfast you need to pay for that.

The room is ugly and in a very poor and run down condition. The mattress is old and ridiculously soft. It killed my back. Looking at some pictures of other travellers there must be also other rooms or these pictures are fake. This is never a 4 star Hotel!!