Novotel Shenzhen Watergate

Would not recommend staying here at all. Room was very dated and dark, corridor smelled like cigarette smoke, breakfast was mediocre, I even hurt my finger trying to open the wardrobe door because it was jammed shut. Very disappointing for a Novotel property

Dear Hotel Management, I am writing to formally complain about the unacceptable conditions and service we experienced during our stay at your hotel. There were several serious issues that significantly affected the quality of our stay: Extremely noisy air conditioning – the air-conditioning system was so loud that it repeatedly woke us up during the night, making it impossible to get a proper and uninterrupted night’s sleep. Strong musty and damp smell in the room – there was a persistent and unpleasant musty odor in the room, which caused significant discomfort and raised serious concerns about the condition, cleanliness, ventilation, and proper maintenance of the room. Incorrect information regarding breakfast hours and unacceptable treatment at the restaurant – during check-in, we were specifically informed by hotel staff that breakfast would be available from 6:30 AM. We therefore arrived at the restaurant at 6:30 AM, relying on the information provided by your staff. However, we were then told that breakfast did not start until 7:00 AM and were asked to leave the breakfast area. Importantly, other hotel guests also arrived for breakfast at 6:30 AM, which clearly indicates that this was not simply a misunderstanding on our part. It strongly suggests that incorrect or inconsistent information regarding breakfast hours had been communicated to multiple guests by the hotel. We find the way this situation was handled particularly disappointing. We relied in good faith on the information provided by your staff at check-in. Guests should not be inconvenienced or asked to leave the restaurant because of incorrect information provided by the hotel itself. The appropriate response would have been to acknowledge the communication error and handle the situation professionally and courteously. These were not minor inconveniences. The room conditions directly affected our ability to sleep and rest properly, while the breakfast incident demonstrated a clear failure in communication and guest service. By choosing an Accor property, we had a reasonable expectation that the accommodation and service would meet the standards associated with the Accor brand. Unfortunately, our experience fell significantly below those expectations. Given the seriousness and combination of these issues, we expect appropriate and meaningful compensation for the significantly reduced quality of our stay, in particular a partial refund of the room charges or another adequate form of compensation. We kindly ask the hotel management to investigate this matter seriously and provide us with a written response explaining how this complaint will be resolved, including the compensation you propose. We trust that this matter will be handled promptly and professionally, in accordance with the standards expected from an Accor hotel. Kind regards,

Tremendous value for money at Novotel Watergate. I was in town for business and stayed at the hotel for six days. Like other reviews, the hotel is definitely old and had this dated feel to it - with parts, like the corridors, resembling a 90s hotel. However, the rooms were redecorated I assume within the last ten years, the bed and bedding were very comfortable. The rooms were cleaned to a very high standard and the cleaning ladies were always very friendly. Front of staff were friendly and spoke a fair amount of English and were on hand to sort out any issues I had during my stay. Also, the pool on 8th floor is functional but pleasant overall. Normally very quiet and a good place to do a few laps before having breakfast. Overall, for how much I paid (low 400HKD per night), it is 5/5 for me.

February 2025, We booked 2 rooms and both were upgraded as part of Platinum membership. The hotel is located in a nice area with plenty of shops and food nearby. There is a laundry on site. Breakfast was also included and the quality was great. Staff speaks English and was very nice to deal with.