Dear Guest,Thank you for sharing your feedback, though we’re truly sorry to hear that your experience did not meet your expectations. At Novotel London ExCeL, we take hygiene and guest comfort extremely seriously, and what you’ve described is certainly not the standard we strive to uphold.We do offer pet-friendly rooms for guests travelling with their furry friends, but these are carefully managed and thoroughly cleaned between stays to ensure all guests feel comfortable and safe.We regret that your room and facilities did not reflect our usual quality, and we’d appreciate the opportunity to discuss your stay further to help make things right.Thank you for your honesty—it helps us improve.Best,Aurelija RevuckaiteGuest Experience ManagerNovotel & ibis London ExCeL
Dear Guest,Thank you for the fantastic rating and for sharing your kind words—it means the world to us! We’re thrilled to hear your stay left such a great impression, and we hope the good vibes follow you wherever you go ??Looking forward to welcoming you back for another “outstanding” experience!Best,Aurelija RevuckaiteGuest Experience ManagerNovotel & ibis London ExCeL
Dear Guest,Thank you for taking the time to share your feedback regarding your stay with us in July. I’m glad to hear that you enjoyed the hotel and the surroundings, though I’m sorry that aspects of the service and room experience did not fully meet your expectations.Your comments regarding service and room standards have been shared with the relevant teams so we can continue to improve. We truly value feedback like yours, as it helps us ensure every guest experience is seamless and enjoyable.We hope to have the opportunity to welcome you back in the future and provide a stay that fully reflects the high standards we aim for at Novotel London ExCeL.Best regards,Aurelija RevuckaiteGuest Experience ManagerNovotel & ibis London ExCeL
Dear Guest,What an absolute joy to read your kind words! We're thrilled that you found our location convenient and our team warm and thoughtful—music to our ears! It's wonderful to know your experience was so positive that you chose to extend your stay—there’s no better compliment than that.Thank you for your heartfelt recommendation. We hope to welcome you back for more memorable moments in the heart of London!Best regards,Aurelija RevuckaiteGuest Experience ManagerNovotel & ibis London ExCeL
Dear Guest,Thank you for your feedback, and I’m truly sorry to hear about the difficulties you experienced during your recent stay. While we’re happy that you enjoyed the room amenities and our breakfast offerings, we deeply regret the inconvenience caused by the check-in process and the delays you encountered at the front desk.It’s concerning to hear that you had to check in and out twice and experienced a long wait with limited staff available. This does not align with the service standards we aim to provide, and I apologize for the frustration this caused you. We will address this with our front desk team to ensure that future guests experience smoother and more efficient check-ins.Your comments regarding the attitude of the staff are also important, and we’ll be taking the necessary steps to remind our team of the importance of consistently offering friendly and professional service.We appreciate your feedback and hope that we have the opportunity to welcome you back and provide you with a much-improved experience next time.Best regards,Aurelija RevuckaiteGuest Experience ManagerNovotel & Ibis London ExCeL
Dear Guest,Thank you so much for your fantastic feedback! We’re thrilled to hear you enjoyed your stay and that our location and service made it a perfect fit for your family. We can’t wait to welcome you back for another great visit soon!Best wishes,Aurelija RevuckaiteGuest Experience ManagerNovotel & ibis London ExCeL