Check in delayed for 1 hr only to enter a dirty, dusty, multiple white sticky stains everywhere, paint scraps, dysfunctional air conditioner in which they despatched repairmen with no results of fix but only ignorance, not to mention the housekeeping staff barged into our room unannounced. Called Front desk staff ,only for them to be acting blur and not doing anything but ignoring the complains NEVER STAY AT THIS DISGUSTING DISAPPOINTING HOTEL Don’t believe me? Feel free to review photos attached

The hotel was full, they ask me to cancel my booking !!! After more than 1h waiting for the check in I was informed the hotel is overbooked… maybe we can get a bedroom but not before midnight. They can offer a 15$ coupon to use at the restaurant 🙄. They cannot booked us in an other AccorHotels in Singapore… They don’t have real offer for all of us. They was missing 200 bedrooms ! The excuse they give me it was because people do check out to late and they didn’t had time to to the cleaning. I wait for 2h30 with my daughter (5y/o) and my wife. It was hard to have information, the front desk was often without worker. Has a business plus member I’m expecting much more than just a refund of my booking canceled by the hotel. I’m waiting to see what you can offer me to compensate this horrible experience !

When I arrived at the hotel at 2:30 p.m. the lobby was full of people and there was a long queue to the check-in counter. Being in the Platinum member of Accorhotels, I asked one stuff in the lobby if there is a separate counter for loyalty club customer and I was told that there is a system trouble causing this long queue so I should wait in the lobby relaxed. I waited 3.5 hours till 6 PM only to find that hotel is actually overbooked and waiting for guests to check out and rooms to be cleaned. That's a very unlikely story so I moved to another hotel.

My wedding is on the 28th October 23 this month which is next week however still multiple queries not answered. In exchange got shirk with excuses. Wedding manager Gowri was non-responsive and caused us lots of frustration during this few months of planning. Multiple chases needed before a response. Now me and my family is very concern if the wedding will go smoothly. I hope the management can do something about the service. I have emailed to the hotel general manager. Hoping to receive response or reply by Friday.

Drove in from KL and stayed 1st week of Feb 2023. Hotel looks well maintained, clean and orderly. Room size is spacious and comes with work table and small sofa as well. Bathroom is good though the basin area was a little cramped. Otherwise the room was comfy and we were happy. Breakfast was satisfactory and did its job. Taste-wise was OK. Good gym. Pool looked nice but didn't manage to use it. On-site convenience store and restaurants were added bonuses. Location of hotel is close to city center and easily accessible by bus (stop is just in front of the hotel). Though there is a free shuttle to their sister property nearer to city, it would have been better to shuttle to nearest MRT, especially when it is raining. Complimentary parking (1 time exit per stay for hotel guest). A good hotel option for those looking to stay near but not in the city center.

Loved each and every other thing about the hotel, from rooms to lush greenery of the hotel. The location of the hotel is the top most in the whole of Singapore, it's located on Orchard road which is one of the best places to be. Coming to the rooms, they are spacious as well as highly maintained, I was given a top floor room so my view was exceptional. Rufa who attended us on our arrival was brilliant in terms of professionalism as well as hospitality. The gym was brilliant, very well made and was well maintained with all the required machines. Coming to the pool it has 2 pools, one is right in front of the dining area which is said to be an infinity pool but it's not exactly that, the other pool is near the gym and the tennis court which is also good. The breakfast buffet was good but I was very disappointed with exactly the same buffet to be repeated on the next day, there wasn't even a single thing which was changed, we expected some variety but were disappointed. It's a 4 star but delivers much more than that.

Located very strategically, there is a nearby bus stop and 7/11 next door. Recommended for a quick trip since the room was not that spacious. but the bed was comfortable and has good amenities. Also the toilet has bidet which is appreciated for us muslim tourist

The wedding coordinator, Gowri was non-responsive, ans caused lots of frustration during that 2-3 months leading up to my actual day. Multiple promptings were needed to chase for a response. On the actual day, found a mistake made by her regarding guest list display, which I think is very unprofessional. Overall, the venue, decor and food were great. Special thanks to the helpful banquet team on the actual day. However, not a very good experience with the wedding coordinator. I hope the management can do something about the service.

I called to confirm if there are any connecting rooms available for this hotel, as I was arranging accommodation for my relatives coming in from Malaysia to attend a wedding at the hotel. I was duly informed that there are connecting rooms available and I proceed to book from your website. I called twice to confirm the arrangement before arrival date and the response is positive, and my request was already noted. Upon check-in, I was informed that there aren't any available.... and the reason is that the hotel occupancy is high... we book 4 rooms with 2 connecting each, and yet none is available. I would understand if I walked in and make a booking... but this reservation was done way in advance. To make matters worst your check-in staff actually allocated all the 4 rooms on different floors. Common sense would dictate that connecting rooms are meant for family with kids... How do you expect the family to meet together when your key card for the elevator only allows the floor of the room??? Frankly... this does not bode well for the hotel brand as well as the overall group, and also Singapore tourism as a whole. If this were to be a budget chain hotel, I would definitely understand, but apparently these cheaper hotels can do a better job. Guess I would by all means avoid your chain for the future.

Overall, above our expectation of a 4-star hotel. Room is big enough for couple. Bed improves my quality of sleep, feeling all refreshed the next day. Shampoo, Shower Gel and Handwash are well stocked. Couch is very comfortable when enjoying a cup of coffee/tea and reading a book. Room is very clean. Coffee and Tea is also well stocked. Housekeeping staff is very helpful and cheerful. Travelling to Orchard and back is very convenient with bus stops just at the doorstep. Would like to compliment Jasmine at the hotel lobby for helping us during checking out.

Worst service ever. I stayed in many Accord hotels around the world, no place has such a terrible service as here. I turned on the room service button but nobody came to my room to clean or to provide clean towels for 2 days. Then I called the receptionist 4 times but still no one showed up. I had good time in Singapore, everyone else is very friendly and helpful but this hotel ruined my holiday. You did not just fail a family. You ruin your country's reputation. Shame on you! I hope no other guest has such a bad experience as mine.

Stayed in the hotel for 2 weeks and it was amazing. The hotel is very modern and love the facilities such as the two swimming pools and the on-site laundromat. Also, the staff is wonderful especially Jasmine who is always very helpful. Whenever I see her, she is at the hotel lobby/drop off area assisting guests. My fiancé had some very last minute requests and she and her team were able to deliver in that short time frame. We are very thankful for that. She is very pleasant to talk to and she seems to have so much passion in her job. Keep up the good work and all the best Jasmine!

Breakfast was the highlight of our stay! Many options were available and the food was good quality. Our view from the room was good. There were a few minor repairs and maintenance items around the room that could be improved, but the bed was very clean and comfortable. Unfortunately, the pool was closed during our stay, but we still had an overall positive experience.

This is my first stay after Covid. I am glad to see that the service is still as good as I could remember. I am particularly impressed with the lady who assisted us during check out named Sofia and the bellboy named Darshan. They were kind, helpful, and genuinely friendly. As for the hotel, even though age has caught up with the property, I would say in overall it is still very well maintained.

Family stay for 7 days. Great service. Rooms very clean and tidy and good air con. Some of the facilities need a little TLC - odd chipped tile in the three pools and LED lights have been broken and removed, some ceiling paint in the dining hall peeling and a bit ugly and blinds in dining hall not operational as are ripped and broken but that did not impede on our stay. Nearby food options with tasty burger place and a 7eleven store right outside the door of the hotel so its a good place to stay. Would happily go back with my family. Buffet breakfast was great choice of foods and plenty. Good yummy food for all foods even my fussy wife. Well done.

The Novotel Steven’s is not really well placed it is in the middle of all the MRT station close by which is in a way some kind an achievement regarding the amount of MRT across the city center. The room are big and comfy and the pools are enjoyable. I didn’t liked the fact that the hotel leave the « learning » personnel without the help of a veteran to teach them leading to several wrong informations given with 200% confidence by the trainees. I also didn’t like the fact that I had to complain after more than a week before they finally start doing the floor of my room. There is a carpet floor but they donc vacuum it. In fact as long as you don’t complain all they do is tidying the bed and changing the towels. Don’t expect either a good treatment at your arrival. Unless maybe you are a premium member. I had to wait 2h past the planned hour of availability of my room to finally get access. Regarding the breakfast it is extremely expensive. I guess it is due to the huge choice available but seriously who eat for 50SG$ of food for breakfast … Oh, I forgot to mention than on the weekend you cannot eat outside because it is private reservation for Mariage. And there are a LOT of mariage in that place. All in all, if you can afford it and pay cab or bus every time you wanna move somewhere you can go to this hotel. Otherwise I don’t recommend it.

We are satisfied with the room and the hotel. However, many service staff seems to be new and less experienced. The restaurant was full during breakfast peak hour and the tables and food could not be turned around in time. The restaurant manager was apologetic and it was probably due to the numerous causal workers.

The room was clean and properly prepared for guest. But the walkway has room service dirty dishes and unfinished food. It was left there for the whole night till afternoon. I have to call many times to get people to clean up. The carpet at the walkway was dirty and not vacummed.

The check-in counter personnel was so accommodating despite my late night check-in. The room service was excellent even late at night. The area for improvement is to have more diverse breakfast meal choices.

Singapore is expensive, so you can't expect much space in the room for the money you pay (compared with most countries), however I felt my room here at Novotel on Stevens (room #1026) was spacious and quite generous for the price paid (according to Singapore standards). The room was clean, seemed newish and comfortable. The bed was super comfy. I really enjoyed my stay here and would certainly stay again.

The hotel potter was not helping with luggage. They are all long face.. check at reception managing director said must pay for luggage to send to room. Then on other occasions ask front desk to check guest name the reception said not registered but 1 hour later .

We had an amazing time at this hotel, not pnly for their great location, but for their amazing service and facilities. We could not be more pleased during our stay starting with our arrival. Mrs. Deepika was very welcoming and pleasant at the front office for check-in. The rooms were very comfortable, modern and clean. Room service was fast and good and the bar service was amazing as well, we enjoyed a great welcome drink and were so satisfied that went back again. Buffet breakfast has a great variety of options and also the pool is very nice. We really loved our stay and all the hotel facilities. It is very well located and has many dining options. Also they count with shuttle service to the closest MRT station.

Highly recommend! We had our wedding banquet here and Ms Gowri was an absolute gem during the whole process! She was super helpful and responsive and made our experience such an enjoyable one. We also stayed for 2 nights and the room was very clean and modern. Breakfast included was also amazing, with a huge buffet spread and a great view of the pool.

Loved my stat in Singapore at Novotel on Stevens is amazing with location, stay and the level of service they provided. I absolutely enjoyed my stay and loved the breakfast! The inner decor of the hotel is quite fancy. The staff was so friendly, approachable and understanding. The reception and the receiving staff were absolute legends. Room was so nicely organized by the cleaning staff. Definitely I’m coming to back to Singapore and will stay here!!

cracking sound from the bed frame, room was not cleaned during my 3rd night. service was fine, can be improved. best i would say is their lobby receptionist and the concierge people.

Check in experience was not very good. Faced with some issues with duplicate charging. Still waiting to see if that gets resolved. Hotel room is decent. Despite being a silver member, only had 30 min extension to checkout time. Celebrated my birthday there. Most hotels would acknowledge and provide a small cake but there was no form of acknowledgement. Shuttle bus service provided to orchard but it is not made known explicitly. Need to ask from front desk. Everything was very transactional. Unlikely to stay in this hotel again, given the service quality. Given the price, Mercure would have been a better choice.

When I decided to book Novotel for a long stay of approx. 18 days, I never thought that I would get this poor level of service especially if it was for a corporate booking for an MNC. During my course of stay, I faced challenges with room service, breach of security by housekeeping, food to plumbing to room keys. 1. For Housekeeping staff, cleaning a room is limited to changing towels and not wiping the surfaces or replenishing the tea/ coffee mugs, tea bags, etc. Also, do not be surprised if you are out of towels because the housekeeping took them but did not replace them, or left their key card in the room power supply switch for the day. I personally returned the house-keeping room keys 3-4 times as they left the keys in the room. This is when, Novotel claims to be the 'Green Energy and Sustainability' program. 2. In case, the housekeeping decides to thoroughly clean the room, please be prepared that the cupboards would be cleaned as well, and that they may rifle through your things and throw away what they might feel as 'garbage'. They threw away my 2 shoe bags and covers which were stored inside the cupboard treating them as garbage. This is a serious breach of security as you may never know who can open my stuff in the name of 'housekeeping'. 3. If you are a vegetarian, please do not bother to stay here as there is only a sandwich and a rice dish on the menu which vegetarian and more so as per the Manager 'Singapore Hotels do not serve Vegetarian Food'. Someone should tell them that the world is moving towards vegan food, plus being a 'Global Brand' they should cater to all sorts of cuisines and not only 'non-vegetarian' food. 4. In case you call someone for plumbing issues, please be ready to wait for 30-40 minutes. I experienced the plumbing issues twice for my course of stay and each time the wait time was ranging from 30-40 minutes. 5. Also, the room key can randomly stop working and be prepared to get the same re-activated multiple times during the course of your stay.

Room clean and bed very good for sleeping. bathroom really convenient as well. restaurants next to the hotel very good as well with very good food. team really smiling and helpful (for finding cabs and so on). really good service; for the breakfast, the croissant has to be reconsidered (not comparable at all with a french one), and scrambled eggs was not hot enough like... some room to improve here.

Facilities are really good with a convenient location for Grab / Taxi drop-offs / pick-ups. Friendly staff with good service overall. Unfortunately the buffet breakfast is really expensive and not worth the price despite the variety of selections.

The hotel is beautiful with its amazing lounge area in the garden side. However, they need to upgrade their front desk service as they are too slow and can't decide anything without the DM's approval. I left my shampoo in the room and for them to even look for it, took them ages. Apparently, they don't have a lost and found in their hotel. If it was a cheap shampoo, I would have overlooked the whole issue, but apparently it's not! Still hoping I would receive them back even though I've flown out of the country.

Arrived early and gained access to our room very pleased. Room clean an comfortable but not serviced after we were out all day. Rang lobby to complain and they sent up 2 towels and some teabags. It appears we have to clean our own room and make the bed. We have stayed in 100s of hotels over many years and this has never happened to us before.

The hotel had a clean, modern and elegant room style however there were numerous malfunctions. The sink was blocked, toilet was leaking, TV was not running and the lift was not functioning at one point. Moreover, the service of this Singapore hotel is appalling and ridiculous. Some staff were inviting and generous others were ruthless. Unable to follow simple room services orders and could not understand English. Not worth it for the price and hassle.

Definitely not a 4 star hotel, there was long wait times at the check in counter. One annoying thing was I had booked one night and requested the staff at the front desk if I could book another nights stay in the same room. I was told there were no rooms left at hotel. I happened to go on booking .com and managed to find one and booked it in front of her. And it was possible all of a sudden! Its just a bit annoying as I would have missed out on the opportunity if I didn’t look into it myself. The breakfast spread was also mediocre at best! Good selection but quality of food was not there. On a positive note , there was a nice infinity pool with a view and the rooms were clean and well spaced

Despite the room being clean, it seems like we were not expected. First night I was asked to sleep on the timber and metal part of the flipped over sofa bed. When I asked for a proper bed, I was asked to pay $65 extra per night. The laundry was a disaster. Detergent wasn't used. I asked for a refund and one of the hotel staff came over to smell my clothes to make sure that I wasn't lying. Overall not a satisfying experience.

Check in was smooth, room clean and the bed was very comfortable. Well equipped gym for your daily exercise. The hotel is located in a residential area and support all the guests with a free shuttle bus for the city center. A good Breakfast.

The hotel was okay. The pool was nice. The room was decent but needed minor repairs. The maintenance people came by quick to repair them quick. I appreciate you guys for that. Those three men were fantastic. Check in was smooth and no problem! The breakfast was okay. The bar downstairs was cute! The hotel overall was okay!!!!

Nice pool and view, extensive continental breakfast, just make sure your food is cooked properly. As an eco hotel, I really wish they offered bamboo or biodegradable shampoos bottles/soaps. It'd be great to see the water bottles switched out for a non plastic option as well

Hotel design was nice, with a comfortable bed, Grohe Shower Heads, and infinity pool with nice views. We booked the premier room and expecting breakfast and evening cocktails at premier lounge. We had paid for the upgrade after redeeming Accor Plus Explorer privilege. However, during check in, we were told (after asking) that premier lounge is closed. After more prompting, the staff told us we can come down to the bar area to get drinks. We were told 10am to 10pm. I think the front desk staff needs more training on how to serve customers as there were no greetings, no introduction of the hotel facilities, no guide on wifi connection, there is nothing until you ask. Room keys were prepared and left on the side. After returning the credit card for payment, he just say we are done. But hey, he did not even personally hand us the room key and tell us the room number? I had to prompt him say "Where are the keys?". We then went to the bar and asked on the menu for the free evening cocktail. To our disappointment again, we were told that it is only from 6pm to 7pm, and there we will be served some cold cut and cheese, with some selection of drinks. Very different from what we expected for evening cocktail at premier club lounge. Furthermore, paid for upgrade for this hour only. Went to the room, the door was so tight and significant strength was required to open the door. Nevertheless, the room was nice. They have a Nespresso coffee machine, but they do not provide the coffee capsules. That is really weird but well we were not in the mood for coffee that day. We called the operator to request for wine glasses, waited 30mins and it was not here. Subsequently, we left the room to go out for meal. On the way back to our room, we went to the reception to ask for wine glasses to be delivered, the staff actually asked whether we want to take it from the bar and bring it up ourselves. I mean, it was okay, but that should not be the first option in his mind I guess? Though we agreed, he went to the bar and then told us someone will bring it up for us instead. We went to the infinity pool, it was nice and quiet. However, used towels and cups were there and nobody seems to clear it. Seems like there is really a lack of staff and training after Covid period. Novotel really needs to buck up on this. Especially when it is rated 4-star hotel. Visited the bar during evening cocktail time, there were only 2 couples around. However, we were not greeted or given the menu until we walked right up to the counter to ask for it. I mean, if you would like to make your premier room customers feel better (after lounge is closed), simple greetings and offering to take order at the table would make such a big difference, especially when it is so empty. Next, we found out that our room does not includes breakfast, even though room description says we can enjoy breakfast at premier lounge. It was nice for the staff to provide complimentary breakfast for us after we asked, this is the only one happy thing that we heard. Breakfast was crowded at 9am as it was shared between 2 hotels. Breakfast spread was alright, but don't expect fantastic food. We checked out the next day and unfortunately, left my HDMI cable in the room plugged into the TV. Called in just about 2hours after checkout and was told to wait for a callback. I am sure the cable is there as it would be dangling from the TV. I told the operator I can come back immediately to take, however was told to wait for call. I waited for 2 days actually, no calls and I called back. The new operator said they did not get a reply 2 days ago from housekeeping and she went to ask today, and as expected, they would say nothing is found. I am truly disappointed at this kind of service level, I would have went back immediately to the room to find. Got myself a Accor Plus Explorer membership, redeemed my first room and paid for upgrade to try out the hotel, but this first experience with the Novotel group ended with quite a disappointment. I suggest they really provide more training for their staff.

It appears to be a fairly new property. Good gym. Reception felt very congested when we checked in. The room was clean but the sink did not drain. There were only few amenities in the room. No ATM nearby. Stayed while the G20 summit was on in Indonesia. I understand rooms in Singapore were in high demand but still feel overall it was too expensive, therefor 3 * only.

Just checked in at the hotel. Only to find unpopped popcorn, or is it just corn if it’s not popped? Also found popcorn and I guess what looks like a piece of chapatti? Dirty sofa as well. For a room just checked in, it is disgusting. Oh just found orange seed too… and a dust mite or is it a cockroach? I’m not really sure… very nice facade, but not maintained well for the price paid. PS, the manager/front desk is very nice and did service recovery(they promise to clean it up) but the housekeeping staff is not helpful and took more than an hour to rectify the mess (they even called to ask what is wrong again after we reported to the staff once).

A nice room and comfortable bed. Not the cleanest room I have been in. No milk (fresh or long life) for coffee and the service of the room wasn't attempted until 5pm. The breakfast was good with a lot of variety. The swimming pools (there are two of them) are excellent.

In room dining was very poor quality. Sandwiches were carelessly thrown together with stuffing between bread slices haphazardly and tasted bad. Fries served with them were good though. They r very strict with what they serve during specified timings even thoigh though by the time the order would be delivered it would be beyond the timings in menu.

4.8 rating. Here for an off-site meeting. Just a bit remote but everything else is fantastic. Staff is very helpful, great service and excellent attitude. Will stay again if needed. Not very quiet as the walls are thin. Choose a higher floor.

My family have checked in here more than twice and each visit is AMAZING. Staff are friendly and attentive. Even lobby staff! This time, we were ushered into premium lobby complete with a surprise cake awaiting for me .. just because we checked in on my Birthday! Our entire stay was chill and memorable thank you Edna Mae, Rinnie - Marketing n Agnes!

Ascher was amazing helping us during check in! Jasmine and Glen looked after us. Jasmine especially, went over and beyond for our family at the lounge. It’s the little details that made the experience a five star, and we are so grateful to have it. Thanks guys! See you next time!!

They really need to improve the check in and check out as they have only limited(3) compare to the number of guest they have. The hotel was full in occupancy and had taken really long time. Great location. Rooms are good as well.

Went for the Sunday @ Stevens event that occurs every Sunday (check website for current status). Hotel provided a nice bouncy castle, even various sports toys and mats for kids to play their hearts out on. Non hotel guests paid 10 dollars and this is offset as the ticket can be exchanged for a burger or hotdog which would have cost the same. More food can be bought from the 1st floor hotel cafe. Hotel guests enter for free. Kids had alot of fun playing around the area, despite having rained just before the outdoor even started things were set up very quickly. Overall a great Sunday.

Neat and tidy room. Staffs were delightful and eager to help especially thanks to Nasarai & Sofia such a helpful staff for providing excellent services while I was travelling in Singapore for my business trip. Highly recommend this hotel to everyone!

Nice room with comfortable bed. But I was disappointed by the service. They did not respect the delay for the laundry service and it was difficult to get back my clothes. The person at the entrance were nice and polite. The swimming pool is beautiful. Regarding the localization of the hotel, it is in a quiet area but too far from garden by the Bay. Good breakfast offer with several choice of dishes.

It is located in the center you will be able to commute anywhere on cab only because the bus station is a bit far which is not commutable by walk , make sure you reach there by 12:30 or 1 o’clock because you won’t be getting a room before 2 o’clock afternoon. Their checkout time is 12 o’clock and cleaning takes a lot of time so they will both be able to give you a room before 2 o’clock so make sure when you’re traveling here do not rush if your flight is landing early in the morning, try to move around at Singapore Airport and shop to kill time , they have a restaurant nearby and a 7-Eleven very near to the hotel. If you are there, you can hang out there to kill your time if you are landing early in the morning.

called the hotel prior making the booking through the accor apps and the reservation team informed that its possible to pay using ALL points at the hotel during check in process and that i needed to mention inside the note when making the booking. I did put the note as explained. After booking was made around 1 pm, the hotel charged my credit card. I emailed the hotel directly and no response..I called the hotel again later that night & they mentioned to send another email and they could still cancel the booking & cancel the charge as its still below 24 hours. Until the day after, there is still no cancellation & reply from the hotel..so i called several times & emailed and yet still not response..3rd day after the booking, reps from the hotel emailed and mentioned that at this moment booking can not be cancelled.

Booked a premium suite for 4 days. and there was same menu for breakfast all 5 days since the arrival. They had cooked a batch of chickpeas and daal for a month I guess. So many guests were complaining. Same menu all 5 days for breakfast. Really appalling! My glass had lipstick stain and it was just kept upside down and not cleaned during my stay. Rest it was all good. Please note, They will not give you early check under any circumstances.