Dear Guest,Thank you for your outstanding feedback! ?? We’re so pleased you enjoyed our convenient location and easy connections to Heathrow, as well as the helpfulness of our team. Your kind words mean the world to us, and we look forward to welcoming you back soon for another seamless stay.Best,Aurelija RevuckaiteGuest Experience ManagerNovotel & ibis London ExCeL
Dear Guest,Thank you so much for sharing your wonderful feedback and perfect score. I’m delighted you found the room spacious, clean, and comfortable, and enjoyed the hot shower and our convenient location. It’s fantastic to know you see us as great value for money — we look forward to welcoming you back soon!Best,Aurelija RevuckaiteGuest Experience ManagerNovotel & ibis London ExCeL
Dear Joey,Thank you for sharing your feedback regarding your recent stay. I sincerely apologise for the delay at check-in and the negative experience you had with our front desk team. This is certainly not the standard of service we aim to provide, and I am very sorry for the frustration and inconvenience caused.We will be addressing this with the team to ensure that all guests are treated politely and efficiently in the future. Your comments are invaluable in helping us improve, and we hope to have the opportunity to provide you with a much smoother and more welcoming experience on your next visit.Yours sincerely,Aurelija RevuckaiteGuest Experience ManagerNovotel & ibis London ExCeL
Dear Guest,Thank you for taking the time to share your experience. We’re delighted to hear that you found your room clean and our team helpful, especially Marco, who went the extra mile to assist you after your long flight.We appreciate your understanding regarding our location and restaurant hours, and we hope that despite this, you were able to relax and enjoy your stay with us. We look forward to welcoming you back for another enjoyable visit!Best,Aurelija RevuckaiteGuest Experience ManagerNovotel & ibis London ExCeL
Dear Guest,Thank you for taking the time to share your experience. I am very sorry to hear about the difficulties you faced with your booking and the service provided by the third-party platform. We understand how frustrating it can be when changes cannot be processed smoothly and when additional fees are incurred.While we work closely with all our booking partners, some matters, unfortunately, are handled directly by the third party. However, your feedback is very valuable, and we will review ways to better support our guests in these situations.We hope to have the opportunity to welcome you directly to the hotel in the future and provide a seamless experience.Yours sincerely,Aurelija RevuckaiteGuest Experience ManagerNovotel & ibis London ExCeL