Novotel Antwerpen in Antwerp

We recently stayed at this hotel and came away with mixed feelings.

On arrival, first impressions were excellent. The reception staff were welcoming, friendly and professional. As soon as they realised we were English, they happily spoke English with us, making check-in easy and making us feel very welcome.

Our room was spacious, clean and excellent value for money. The only downside was the noise from nearby construction work during the night, but overall we couldn’t fault the room itself.

The outdoor swimming pool and gardens were another highlight. Our little boy had an amazing time in the pool and loved the large outdoor space to play. The facilities were exactly what we were looking for as a family.

Unfortunately, the experience was completely let down by the restaurant staff.

Throughout our stay we watched several non-English guests eating on the terrace during both the evening and breakfast service. However, when we politely asked if we could also sit outside, we were bluntly told “No way.” When we questioned why others were dining there, we were simply told that nobody eats outside, despite us clearly seeing that they were. It left us feeling confused and unwelcome.

The attitude from two members of the restaurant team was noticeably unfriendly towards us. While other guests were treated warmly—even seeing the French couple beside us offered complimentary drinks—we experienced the opposite. When our son asked for a Coke, we were told there was no more available, yet moments later other guests ordered and were served Coke without any issue.

Whether this was intentional or not, we left feeling as though we were treated differently because we were English. That was incredibly disappointing, especially as we love Belgium, visit every month, and have never experienced anything like this before. Our little boy, who was polite and well behaved throughout, couldn’t understand why we seemed to be treated differently.

It’s such a shame because the hotel itself, the reception team, the room and the facilities were all very good. Sadly, our experience with the restaurant staff overshadowed what could have been a wonderful stay.

The stay was just ok but the staff wasn't. The receptionist at night was a very cold person and talked rudely.
I needed to reach out to the manager for an emergency help required, but they didn't help. Even the accor customer care wasn't responsive since the manager was on Easter leave. They didn't want to disturb their manager even for urgent and important decisions!
The cleaning lady barged into our room in afternoon even though we told her in the morning that we don't need cleaning.

Stay there 7 days never vaccum the room the floor increased the amount of dirt during the days, the dust over the desk and some black clothes were visible in the last days!
In a buzy night, the restaurante responsible refuse to serve a quick dinner on the counter, the room was full but the tables in the back for breakfast were not been used while people attend for the next table vacancy, leave to eat outside and never had anyother meal on the hotel since.
Bed sheets had a hole on the foot area ~6cm wide, complaint at front desk and sheet was changed ... to a sheet with a hoe at the top with ~3cm.... a clear improvement!