Novotel London Canary Wharf

I recently had the pleasure of staying at Novotel Canary Wharf, London on May 3rd 2024, and I wanted to take a moment to commend the exceptional service provided by one of the staff member, Marina Stan. Having stayed at the hotel a few times before, I can confidently say that Marina stands out as one of the best. From the moment I arrived, she was incredibly welcoming, nice, and elegant. Her professionalism and warm demeanour truly made my day. What truly stood out was her thoughtful gesture of upgrading my room from an Executive room to an Executive suite. This upgrade made my stay even more enjoyable and exceeded my expectations. Marina’s attention to detail and commi**ent to providing outstanding service has left a lasting impression on me and my partner. I highly recommend this hotel and want to extend my heartfelt thanks too for making this stay particularly memorable. I look forward to returning in the future!

I was looking forward to the stay. However when I arrived on Thursday, 16th May around 9:00PM I was told by both receptionists that I had two rooms booked when only one was booked. I booked twice through another party and cancelled both and showed this to them on the app, clearly showing cancellations. They weren't really interested and said it was not their problem but mine! The said that I would be charged a no-show fee after midnight for the room, which would be about £300. I told them several times that I had proof of cancellation but they did not accept this. The told me to call the agents myself and sort it out. I had to send a message and call the agents at this time of night. Fortunately the agency was extremely helpful and said emails had been sent to the property indicating the cancellations and not to worry (unlike the two girls at reception). They then promised to contact the hotel directly and inform them. About 20 mins after sorting it out, the duty manager called me and said that it was sorted, I told them I had already sorted it myself after being told to by those two girls at reception. So it looked like the oversight was the hotel itself, not me, nor the agency. The agency also tried to call them to speak about the issue but nobody picked up the phone, even though there were two on duty and it was quiet. NOT the nicest or friendliest welcome to a hotel at all!! Aside from this, the room had a great view from the 25th floor, bed was not very comfortable and small. Staff were mostly nice, but some were miserable. All the other reception staff we spoke to were lovely. Breakfast was alright. Best thing about the hotel is the views really. I think if I hadn't had such an uncaring welcome, it wouldn't have tarnished my overall view.

Enjoyed my stay!

The hotel room is very clean and service at reception is very warm. It’s slightly far from the tube station (around 10 min walk to nearest underground/DLR station). View from the hotel room and the rooftop bar is superb.