Is it Novotel policy to Screw the French...? Not what you think - but this is what Novotel, Nottingham did to us last night... Driving North from Beaconsfield to Nottingham, the M1 was shut between J22 and J23 - so we arrived at our pre-booked and paid Novotel at around 11.30pm. We had already arranged a late check in as confirmed on our booking form.. On arrival we were told that the Manager had made a mistake and our room had been given to someone else - we would have to drive 20 minutes to another hotel that they had booked for us... Not a big problem really, however.... The reason our room had been let go was because they thought we were French - home address, telephone number, car reg etc... They had not booked another hotel - when we arrived they knew nothing about the transfer, an email finally arrived 20 mins after we arrived. They had phoned ahead and told them to expect a French bloke that speaks good English so watch out... Another (English...) family arrived late at the Novotel just after us and miraculously their room was available... WTF springs to mind... :-) The reason they didnt call us was - quote - because we thought you were French... So the customer service policy of Novotel is apparently Screw the French... Its not the transfer that was an issue - its the reason behind it and the fact they lied to us that was most irritating.. We spend around 8,000 Euro with Novotel on rooms, events and meals each year; should we continue - or take our business somewhere else where racism is not a part of the customer service experience...? Emma Smith - some bad news as promised... :-)
Posted on: Wed, 16 Jul 2014 15:04:44 +0000
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