Service was definitely poor. A hotel should be more than the infrastructure. The service is what makes all the difference. I find none here. This is shocking especially considering the hotel is part of Accor chain. Customer has already expressed that he will be celebrating his birthday alone in this new country. Yet no special service was offered. What makes matters worse is customer even requested if he can have some lounge access or free breakfast for that particular date. Yet was again declined. I guess from a business point that makes sense. But if a hotel loses the hospitality warmth. It is nothing but just a small room, with problematic tv and uncomfortable beds. I definitely had a better stay, comfort and hospitality in my quarantine hotel albeit them being there for ages.

This was my second time staying at this hotel this year. Clean & comfortable modern hotel located within Citygate Outlets. Location was very good, rooms were spacious. Shopping then returning to hotel was easy. Train to disneyland was quick too. Definitely would come back again.

I was here for a 4-day event at 3/F and commute every day. Thank you so much for the top hospitality of this hotel! We have buffet vegetarian breakfast, lunch and light refreshment for dinner specially designed for this event and every day is different, fresh plus balance; I can see the good thoughts from the chef. It is always refilled, so enough for everyone. I feel my body is detoxing, not oily nor MSG at all, awesome! I have bad stomach, the manager Alex Mui and his team kindly offered to refill my hot water bottle 3 times per day to allow me to relax to the max. During thunderstorm, the staff kindly borrowed me an umbrella unconditionally (no deposit is needed). Location is great! Easy access to whatever you need, 5 min to mtr and covered. Overall: Quite & relax atmosphere. Would love to come again. P.S. I didn't swim but enjoy their garden a lot for walking meditation, you'll be amazed in the city center of Tung Chun such a nice little secret garden.

I stayed in it during my quarantine and was absolutely impressed with the services. Three cheers to the entire team that manage & run this facility, not to forget mentioning the kitchen staff and all those who go way out to make our stay comfortable for the week. Delivering all our needs room to room & answering the many doubts very patiently that come up during this time . Facilitating easy check in and also helping smooth check out. The staff go way out to try to accommodate your requests and look after you well. My sincere gratitude to all who helped me be comfortable.

Being used at quarantined hotel. Horrible system. They only let you order 1 time delivery. They threw away my yogurt which I paid for without my permission or without any cost. Their food is disgusting and horrible.

A very good quality hotel service allowing me to indulge in the best I can deserve hotel swimming pool. Since i hesitated . I had not book swimming pool schedule. The time zone 1500-1600. I arrived at 1535. I was allowed to swim 10 minutes even i had not book swimming time. I enjoy my stay at your hotel. I would like to serve with Hong Kong friend and recommend . I enjoyed very good Dinner and Hotel buffet breakfast. 訂單號 Booking No. RAW 233672 When I enjoyed 19 October my breakfast , Two woman had disputed in breakfast buffet area. A young man suddenly arrived to spoke against one of the fat woman and sound very noisy. A front office Reception Fat man and front office young man manager after investigated. Five minutes had been settled down. Two woman calm down and young man left hotel.

My family and I were well taken cared of by this Hotel. The location was spot on. Such a nice experience. The concierge were very pleasant and easy to deal with. We wanted to commend, Jerry, as he was very helpful all throughout our stay there. The hotel is just a 10 minute shuttle ride from the airport. very very convenient.

Excellent experience at Essence (the restaurant) as always. Outstanding customer service from a lady named “Julie” in Essence, the food is fresh, and the environment is very clean and tidy. And overall good value for the money as well. Highly recommended!

An excellent hotel, very friendly and helpful staff. The rooms are very clean, daily maintained, one receives two complimentary waters per day. Receptionists are exceptional, especially Sunita. The hotel features a gym with lots of aerobic devices, there's a nice pool and sunbathing area, three restaurants... The hotel is connected with the Citygate Shopping Mall, featuring a lot of restaurants and shops. The end of the Tung Chung Line metro is 5 minutes walking distance away as well. I'll return for sure!

Nice place to stay for a night or two. Very accessible to the airport by shuttle, train or cab. Conveniently attached to the outlet mall. Customer service was excellent and the rooms were nice. Unfortunately our AC was working well even after we had someone look at it.

TERRIBLE EXPERIENCE EVEN BEFORE CHECK IN I booked 2 rooms for end March 2023 and tried to contact them due to some crisis on our flights to HK I managed to speak to Monica who claimed to be the duty manager but does not have the empathy, finesse nor patience to listen to me. 3 times she tried to push me to reservations and finally I relented just to have the line cut off as no one pick up on the other end. Again I have to dial long distance to listen to press 1, press 2 and the long recording that reservations worked from x hours to x hours even though I called during office hours. Then instead the operator answered and he was suppose to transfer my call to reservations but again thereafter much waiting, the line was cut off!! What kind of hotel is this? Why would they hire such a manager even though its a Novotel? I think the brand deserves better. Where are the reservations team? Why are they not answering the call or at least have a recorded message to allow us to leave a message for them to call back when they are free? I stayed here in the past and gave them 5 stars on Trip Advisor. Now, after the Covid days, quality of service has plunged or they just are not keen to have guests or not happy to have to work? I hope the GM do something before they run the brand and the business to the ground

Terrific and very hospitable staffs with great Room Service, Of course the food was great. Rooms with great seaside view and most of all they have these great gym hall where you can work out and later chill in a swimming pool...... I had a great time.... I loved every bit of it during my stay in "NOVOTEL HONG KONG CITYGATE".

On the first day, landing at 5:00 a.m., the hotel gave us an early checkin at 6:00 a.m. I'm very happy but the name written on the welcome letter doesn't match my name. The evening of the cake is to celebrate the birthday. Name is not my name. Let's take a look at the accor+ membership rights. - upgrade room - early check-in - breakfast for platinum - welcome drink - The lounge is not yet open. normal breakfast Overall, if it's convenient to come from the airport up to Nongping, it's very convenient, closer to the mall as well.

2023.07.05 One night stay with executive lounge access. Kind upgraded to room with bath tub. Very friendly staff. Premier lounge is very comfortable and good service. Not luxurious but cozy and feeling relax. Swimming pool is big, good environment; and if sunbath, go in the morning. Enjoyable stay overall, thumbs up.

Outrageous customer service. The hotel cancelled all bookings and refused to give any indication of a timeline for refund. It has been more than three weeks and still no refund. Disgraceful.

Best place to stay when you just arrive in HK or just waiting to leave Hk, very near to airport and they have free airport shuttle bus. Room view from 18 floor also amazing. They also have connecting room for families.

I love this hotel, with a lot of eco-friendly concepts and the french touch. The rooms need some renovation or repairs (my curtains were not sliding well, and the carpet was a little dirty). But it is a big go for it.

Buffet at Essence is very good. A wide range of variety and nice touch with the open kitchen of BBQ of fresh seafood and vegetables. Love the fresh juice with Orange and carrot. All food is cooked well, flavours are fantastic. Very interesting to see the "Ma Chai" to dip into chocolate fountain. Service is very attentive and would be great to see more plant based items too. :) All in all, great job and will recommend to come again!

My son's 3rd birthday and staff did great job. They upgraded our room, gave him a small gift and brought up cake. He was so happy!

We had breakfast here today. Great variety and service. I want to say that your employee Julie was the best! We are flying out tonight and really tired with kids in tote. She has such a friendly demeanor and was very attentive. Overall great experience

The hotel was good. Room was not big, but quite clean and comfortable. We can see that this hotel room is not new but overall still quite well maintained. Location was close to MTR station and shopping mall. It also has shuttle service to and from airport.

On Saturday, with my family enjoy breakfast buffet in Novotel citygate. They provided quality of food and drink, egg stations, salads bar, fresh fruit and fruit juice… prices Reasonable! Mainly want to thanks a manager June very helpful

I came here for the breakfast buffet with my friend, the first thing I noticed was how friendly the servers are, particularly Lerma and Julie, and very attentive to our needs and cleaning up the empty plates when we're done. Food here was in a nice variety, plenty to choose from, however we struggled to find the water and juice station since it was tucked away. But Lerma was kind enough to direct us to where it was.

The over~all stay from room service to executive lounge is superb and at par excellence! Our interaction with the hotel staff, most of it with the executive lounge staff is very pleasant, and with a great deal of professionalism shown ny each one of them. That made our stay a memorable one. We are already planning our next stay at the hotel。And moreso, we have mo hesitation in recommending Novotel Citygate!

The buffet lunch was enjoyable. The variety is satisfying. The ingredients are fresh. The food is delicious. On top of that, the staffs are attentive and the space is comfortable.

Food choices are limited at Essence, but it is a wonderful spacious laidback place to dine in and relax at with friends and family.

Food was excellent and delivered quick and fast! The staff are really nice and the environment is aesthetically pleasing. Wonderful view and food is top notch!

Great hotel, extremely helpful staff. They make you feel welcome from check in to check out. Food options are great. Conveniently locatednext to the airport and a few steps from all the mall shopping. Will definitely be back!!

As i can’t make a review on mocatto, i’ll write a review here instead. I really liked how when the seats were taken, a staff member, Winnie, patiently told me to wait for awhile and immediately gestured us to the table the second the seats were available. Incredibly great service as well as the drinks. Definitely coming back here again !

Stayed in this hotel for a business trip during this pandemic. Its really one of the best !! 5 star ! I I enjoyed my sleep, good food and also the nice and friendly services offer by the team. Definitely coming back again !! Well done and keep it up !! I know its not easy for all the hotel operator during this pandemic !! Kudos !!

Location, Service, Quality of living…… I can find nothing to challenge and complain! Especially the Premium Lounge, service and food are excellent! Staffs are so nice and friendly, and make me feel really comfortable since I stay there! I sure that I will come again and highly recommend to my friends to stay if have chance!

A pleasant staycation. We had stayed 3 days 2 nights, to try 2 different packages. All staff are nice, especially Queenie. She explained everything well upon our check in. Housekeeping service is good too, as we were running out of water in mid-night, the delivered w/i 3 mins after finished the call. Overall impression is good. A nice hotel to stay upon the pandemic. The mini lounge on executive floor is too nice. We can slow down our pace and enjoy light snacks and drinks. An excellent recommendation for staycation. As the biggest fashion outlets is next to us.

Staff are helpful and good view at the lounge and suite. However the restaurant offering breakfast buffet is a bit dirty around the food area and at the floor

Nice views, accommodating staff, and overall a good experience staying here.

It is rare to be welcomed with this warm and kind manner. Making me feeling at home straight away. Will always recommend this hotel to family and friends! Thank you so much for the pleasant stay.

My partner and I love staying at Novotel, doesn’t matter which city. The rooms are always clean and the customer service is on point. Tasty food, good location. Nothing I can complain about!

Stuff are nice, specially the manager call May ,she is really nice and kind,so thoughtful! She make us feel good to have lunch here!

Everything was superb! The staffs are very helpful and friendly! Our stay was so extra because of the staffs and the place itself! We will be coming back soon!

Good view rooms. Quick service：the staff immediately change me to another room once they are told sockets in the room do not work.I was quarantined for COVID. The staff are very friendly and impressed.

Our stay here together with my partner was splendid and we were much pleasured by the hospitality and excellent service of their staffs. The food and service are all greatly satisfied. Rest assured we'd come back again next year!

Great location right near the airport with frequent shuttle connections. The facility is very nice, just the rooms are a little on the compact side which is to be expected for Hong Kong