Novotel London Bridge Hotel

"We stayed at this hotel for 4 nights as a family of 4. The washroom was spacious. It was a king bed and 2 cots. The hotel is at a great location close to restaurants and you can walk to subways and for sightseeing. They have 2 restaurants one for breakfast and one for dinner."

"Dear Novotel London Bridge Management, I am extremely disappointed with my experience during our three-night stay at your hotel. My family traveled all the way from New Jersey, USA, and paid nearly $400 per night, expecting a comfortable stay. Unfortunately, from the very first night, the air conditioning in our room was not working. We managed to get through the first night despite the uncomfortable conditions. Early the next morning, I reported the issue, yet nothing was done throughout the day. It wasn’t until that evening that someone finally came to inspect the unit. Your staff member confirmed that the AC was indeed not working and that the room temperature was 22°C. While he was kind enough to provide a fan, it was completely inadequate for a family of four. We also asked to be moved to another room but were told the hotel was fully booked. Our only option was to sleep with the windows open, which resulted in mosquitoes entering the room and made it an uncomfortable night for all of us, including our two young children. On the third morning, we were assured that another room would be available later that day. However, when we returned around 6:00 p.m. on Sunday to collect our new room keys, a female member of your front desk staff told us, directly to our faces, that the air conditioning in Room 231 was working and implied that we were being untruthful. This was particularly upsetting considering one of your own people had already confirmed the AC was faulty the previous evening. Instead of showing empathy or trying to resolve the situation, she chose to argue with paying guests who had already endured two miserable nights. To make matters worse, the compensation offered for this experience was two drink vouchers of 10 pounds each, which I declined and returned. After paying a premium rate, I expected a functioning room and professional customer service—not vouchers for drinks. I have stayed with Sheraton properties for years and decided to try Novotel for this trip. Sadly, this experience has fallen far below my expectations. It is not just the broken air conditioning that disappointed us—it was the lack of urgency, poor communication, and dismissive attitude of your staff that made this stay so frustrating. I hope you will seriously review how this situation was handled and provide an appropriate response. Thank you for such a memorable experience, though unfortunately not for the right reasons."

"Hi Thanks 😊 The front desk was particularly pleasant and courteous. In addition the gentleman on the morning shift helped us on many occasions with directions, choice of restaurant and where we could buy luggage. The ordering of the taxi also helpful. Shout out to the lady who cleaned our room. Thanks."