Novotel Hong Kong Citygate Hotel

Staffs are friendly and hotel environment is nice. But the food not really good, especially the seafood gor early dinner serve in room. Most of them are still frozen and the quality is not well.

Overall your reception and booking staff services are very good, especially Kelly Yan, who was responsive and could be able to cater all my needs. Reception check-in and check-out services were efficient. Except the above, I will treat this hotel as a 3-star experience rather than 4-star. Room condition, i couldn’t feel good hygiene in terms of floor, towels, curtain and TV resolution... furniture last r old already. for restaurant Essence, understood the dinner buffet just valued $300 after discount, but the food quality was really bad. Especially the sashimi, looked not that fresh, both My parents’ stomach didn’t feel well in the next day after taking this (while I didn’t try). Deep fried fish was “not fish” texture... and smelly... both western and chi soup was tasteless. Probably it was almost full house that night, no staff services at all, I could only remember the staff just came once to collect a bunch of plates, and no water refill until we ask .... as a whole, the dinner wasn’t worth $300... on the other hand, breakfast worth better than dinner. And with staff service.

location and food are good, staff is not as professional as the new hotel near by, Sheraton the check-in line was very long, but only staff handled the check-in and others could not open a counter to assist other check-in guests no bath tube in the standard room

The location is excellent but the choices at dinner buffet are very limited and the most of the trays are empty during breakfast section.

Dear Mr. Gallas, Thank you for your kind invitation to share my experience in my stay recently. It was an almost perfect start when we arrived the hotel getting the room. The reception staff was very attentive and efficient. The room was nice and cozy with a gorgeous cable car + sea view. A small issue with the keys but again the reception staff as well as the duty manager (tall gentleman) fixed it well efficiently. The nightmare started from the evening in the buffet restaurant. We arrived around 7:20pm. The food selection was soooooooo little and the food was almost taken up. The sashimi was messily displayed, the meatballs were with a bad burnt taste and bars serving chicken and ice cream were unattended. It seemed the restaurant was simply not ready for the dinner resumption both in terms of food and staffing. My 5 yo kid went out twice with empty plates back and a disappointing face. The floor was so dirty that my son's hiking shoes were stuffed with cream and meshed cake!!!!! We booked the package with Klook where there were choices to include one/two/ three meals. I read the details and assumed they are all the same meaning that my kid can come with us with no additional charge but i was wrong. Guess i was confused with the different details but unforturnately we had to pay around $250 for my son even he could hardly be fed well. Back into the room, I politely called the duty manager to ask for kind clarification on the package and try to remind them to state more clearly in Klook. The duty manager Monica's reply burnt me up! She said yes the details did not said kids are excluded but it did not mention they are include either!!!! I was so shocked about her reply, she is a frontline manager!!!! She even tried to quickly hang me up without any comforting words. It is the first time, Mr Gallas, that i really want to make a comment. Ms Monica could have turned me a loyal C. by giving a little more friendly or caring response. She did ruin my staycation experience and the effort of all her sincere fellows. Again, it is just a humble suggestion that it will be great that the terms in Klook could be made a bit clearer. And, most importantly, making sure the frontline management demonstrate a better service skills to keep the customers' stay a happy one. Thank you for your kind attention. Yours sincerely, A local C.

Very good stayed. Polite and nice staff. Clean room and well located. Will plan to stay again.

We loved the welcome drink and all our requests were well organized.

The furnishings in the room are getting old and worn. The queen size bed was big enough but it was too soft and the pillows weren't fluffed and too low for our liking. The hair conditioner in the shower had some black stuff in it that didn't look right. The breakfast is under par with quality, the variety was acceptable, but the quality is low for a hotel buffet breakfast like Novotel. ie.: the bread is not fresh, it was hard and dry, the pancake section was a nice touch but the pancake mix only had the taste of flour in each bite. I hope to see improvement next time.

the surrounding is very convenient, near the cable car station, and the hotel link to the shopping mall, quite alot restaurant nearby. Room is clean ans service is good. the food of the breakfast buffet was just warm and refilled slowly, hope to have an improvement on it

Good location, nice room, but all the food offer not up to stand taste

Overall very satisfied with the service and environment. would be perfect if the choice of food in lunch buffet could include some dim sum and more hot plates.

This is my worst experience. Different staff gave different information and they denied what they confirmed with affronted attitudes. I will not choose any Novotel hotels and renew the Accor Plus membership again in the future.

i had a great experience

My friend and I had a nice stay at the Novotel. We purchased a staycation package in a very reasonable price. The receptionist did try her best to fulfil our special requests. Thank you! The CNY cuisine was fabulous although there weren't many choice of sashimi . We love all the fresh food and dining environment. About the hotel room, I would like to thanks for the housekeepers. Obviously, the ventilation filter had been cleaned thoroughly. The room is clean and comfy, especially the bed mattress is strong enough to support my weights. My friend and I did a crazy shopping at the nearby outlet shopping mall. The evening dish could be missed out in the whole package as the sushi rice and sashimi weren't fresh when it served. However, the overall impression is up to our expected level. I definitely will bring my family to join another package for another stay. Thank you!

Nice stay with an outlet around.