Novotel London Waterloo, London > Reviews > Stay away! Much better places but plan ahead

Author's product rating:   

Value for Money	Terrible
Quality of Rooms	Terrible
Standard of Service	Terrible
Quality of Food & Drink	Poor
Cleanliness	Average

Advantages:	Location
Disadvantages:	Where do I begin?

Recommend to potential buyers:

no

Full review

My family has just moved to York from Atlanta. We figured we'd make our first big trip something local, i.e., a drive down to London for the weekend. Tried to find a place near the city attractions but had difficulty. Plan ahead if going to London.
Found the Novotel Waterloo. Okay, I know they're a major chain, thus, lets try them out. The Novotel Waterloo on Lambeth, decent location to access all the city center attractions.
I read ahead of time that there's something called a Congestion Charge. Calling the hotel, Novotel stated it would show-up on the hotel bill. Mistake-1.
Arrived Friday-nite and parking out front had several cars. I had to park behind the cars slightly in the street. My family stayed in the car while I went to reception. Inquiring about the parking, the reception desk staff stated the car was fine for unloading but would have to be moved to the parking lot. Mistake-2.
Got to the room. Paid for a family-room. Instead, got a regular room that wasn't big enough for my twin 3-yr. old boys. Novotel stated this was one of their bigger rooms. Mistake-3.
Called room-service at 6-pm. Told the food would be up to us in 25-mins. At 7-pm, called back, wondering where our food was located. They hadn't started it and there wasn't a crowd this Friday night. Mistake-4.
Food arrived but was missing 2-dishes we ordered. I would label this a mistake as well but we didn't get charged, thus, Novotels only saving-grace on this one. But the food was quite decent.
Spent a terrific day touring London but thats another very positive review.
Decided to give room service a chance again. This time, food was brought within 20-mins, but, not of the previous nights' quality. Steak was well-done instead of med. as we ordered, most of the hot food was only room temp., the cold drinks went luke-warm, and the ice-cream was melting. Only item that was decent were the pints and they were even warmed-up from a cold-state. Mistake-5.
Mistakes from above:
1) Due to Novotel not charging us for the Congestion Charge even though inquired, I've gotten a Penalty Charge Notice. Sent a letter to the PCN center and explained situation.
2) Due to Novotels extremely incompetent reception staff, I was sent another PCN from the parking-svc for the area stating I was over the double-yellow lines. 50-GBP. Novotel said it was fine. Another letter sent to a different PCN center to hold-on until Novotel pays (I'm trying). Heck, double-yellow in York seems to mean park on the sidewalk from what I've seen so far.
3) Waaayyy too over-priced for the quality room. Over 339-GBP for 2-nights in a supposed family-style room with room for 2-adults and 2-children. Rip-off actually.
4) Pitiful room service staff taking the orders. The delivery person understood the situation and diffused it. But the person at the end of the phone is incompetent.
5) Just pitiful chef selection for the hotel. Then again, based on our experience, whoever the chef is who does the short-order cooking fits right in with the rest of the schysters and scammers.

Needless to say, London is a great place to tour but the Novotel Waterloo is a nightmare. If the entire trip was based on the Novotel, I would recommend a tear-down and start from scratch design. We will be back to London, just not by car and definitely NOT at ANY Novotel. For that matter, no Novotel will get our business. The complaints I've sent about having just plain old decency and common sense in a hotel have fallen on deaf ears at Novotel mgt. Oh well, better places to stay.