Novotel London Stansted Airport Hotel

Staff were lovely - room was great - food was ok

I arrived very late but the front desk staff been very helpfull. The room was clean and the bed was a heaven...

Everything was great except the call center and paying. Too much money was charged from my bank account, maybe because of misunderstanding with call center. I made a complaint by bank and I hope this inconvenience will be solved.

Overnight stay before our flight. We have stayed here on previous occasions. Good value for money. Food very good. Shuttle bus on time and again good value. We will be back for sure.

The room was excellent , and the staff were very helpful and friendly. We had a lovely meal in the evening as well . We enjoyed our park and stay so much that we have booked again in June this year.

As always, everything was good. Staff has been great. The check in was very nice. During my stay I ordered a bottle of water with my room service. The small bottle of water I ordered ended up being out of stock, so instead I got a big bottle of water with no extra cost. That, for me, is great customer service going the extra mile.

Arrived late at Stansted to be able to reach my destination by midday. Tucked straight into a super comfy bed for a great nights sleep. Had a Wonderful breakfast, with a lot of choices for Britain to be. Picked up my rental and were on the Road in about 30 mins after I got up. Smooth!

Shuttle bus service is great. Comfortable stay. Food a bit pricey but it was a good meal.

Amazing staff!! Everyone extremely helpful! From the reception staff to the house keeping, not forgetting the bar, restaurant etc!

Nice clean room and quiet. Bar food excellent.

Close to airport. Clean rooms. Good welcome.

No work space in room, made catching up on work in the evening very difficult. The write up for the room said it had a work space/ desk but none of the rooms in the hotel have it and it is now Novotel Design. So no more Novotel

As expected. Perfect airport location.

My stay at Novotel London Stansted provided a terrible start to my holiday. I chose the hotel due to its 4* rating, proximity to the airport and good reviews. Unfortunately it did not live up to any of these. Before I had checked in I had major difficulties finding the hotel which resulted in driving around the Stansted airport grounds for over an hour and even having to pay for accidentally ending up in the drop off zone in front of the terminal building, despite having entered the address provided on the confirmation email into my sat-nav. When I called the hotel reception to ask for directions I was met with the frankly sarcastic response of ‘have you tried using a sat-nav?’ When I eventually found the hotel car park and checked in, I paid for 4 nights stay in the car park having prepaid for my room online. I was not given any form of receipt for having paid for the parking at this point. When I arrived in my room I could not find a menu for room service and so called down to reception to ask where to find it. I was again greeted by the same sarcastic employee who told me it would be on the desk in the room. When I explained that it was not there he begrudgingly said he would send someone up with one. When the employee arrived she presented me with the breakfast menu (at 17:00). When I explained that I had asked for the room service menu not the breakfast menu I was informed in a sarcastic tone that it was on the TV, despite the fact that the employee at reception had failed to mention this. Having finally located the menu and made my choice I called the room service extension on the room phone and placed my order, only to be told at the end that I would not be able to put the meal on my room and pay on check out as there was not a credit card on my room as I had prepaid. When I then asked whether I could give my credit card details over the phone I was told that no, they did not have that technology and that I would have to come down to the bar to pay for my meal and carry it back up to my room myself. When I commented that coming down to the bar and carrying my meal up myself would rather defeat the point of room service and seemed ridiculous I was told that was my only option and at this point I said I did not want room service if it meant having to come back downstairs in order to get it. As soon as I put the phone down I was immediately rung back by the same staff member who asked ‘so do you want room service or not?’ I explained that as it seemed ridiculous to have to come down to the restaurant in order to get room service that no I did not want room service. I then called reception to see if I could add a credit card to my room over the phone to allow me to order room service. The same employee who had been sarcastic earlier told me that no they did not have that technology and I would have to come down to reception. When I commented that it seemed ridiculous that they could take credit card room bookings over the phone and via the internet but somehow could not do the same to add a credit card to the room he once again told me my only choice was to come down to reception. I then asked if I was unable to order room service without coming downstairs if I could order food from an external delivery company and I was told no that was against the hotel’s policy. Eventually I saw no option but to go down to reception and add my credit card to my room. Whilst at reception I asked the same employee how my parking would be validated if he didn’t give me a receipt earlier and he said I did not need one but if it was absolutely necessary I could have one when I checked out. After finally being able to place my room service order the food arrived promptly, however this was over two hours after I originally tried to place the order due to the numerous phone calls to attempt to add my credit card to my room. At check out the next morning I was greeted by a much friendlier receptionist who was shocked when I said that I had not been given a receipt for the parking and explained that I should have been given a ticket to place in my windscreen and one to keep with me which I would then need to present when I returned to pick up the car in order to have my ticket validated by the reception staff to allow me to exit the car park barrier. As such it is evident I was given entirely incorrect information by the first member of staff I questioned and had I not questioned it again on check out it is likely I may have received a parking fine or been unable to exit the car park because of your employee’s false information. To summarise, I had a terrible stay at the Novotel London Stansted and would not recommend it to anyone looking for accommodation near the airport. The attitude of that one staff member in particular was horrendous and entirely unprofessional. Considering this was supposed to be a 4* hotel I was shocked at the complete lack of customer service skills displayed and this could not have been in starker contrast to the attentive customer service that I later received at the other 4* hotel I stayed at later in my trip. This experience has definitely made me think twice about staying with Novotel again.

Everything was lovely People that clean the room tried coming in 3 times before we checked out that was the only down side for me otherwise check in staff was lovely and helpful