Novotel Suites Reims Centre

As a loyal Accor Diamond member with extensive stays across the group's portfolio worldwide, I have come to expect a consistent and respectful level of service — particularly at check-in, where the brand's loyalty commitments are meant to be honoured. My stay at Novotel Suites Reims was, regrettably, one of the most disappointing hotel experiences I have had within the entire Accor family. From the moment I arrived at the front desk, it was clear that this property operates by a different and considerably less accommodating set of rules than virtually every other Accor hotel I have visited. - Booking Separation Refused: I was travelling alongside a fellow Accor loyalty member, and we requested that our booking be separated for individual points allocation — a standard and routinely granted accommodation at other Accor properties. The front desk flatly refused this request without explanation or alternative offered. - Welcome Benefit Withheld: No welcome drink was offered or provided upon check-in, despite this being an explicit benefit of membership within the ALL — Accor Live Limitless programme. This benefit was not mentioned, acknowledged, or made available at any point during my stay. - Complete Unresponsiveness to Requests: Multiple requests made during the stay — whether at the front desk or via the room — were met with no response whatsoever. There was no follow-up, no acknowledgement, and no effort to address our needs. The core issue: This is the first and only time across all my Accor stays that I have experienced what can only be described as discriminatory service — where loyalty status was not only unrecognised, but the standard benefits and courtesies that define the programme were withheld entirely. Every other Accor property I have visited has honoured these commitments without question. It is particularly disheartening given the effort loyal guests invest in building status within a hotel group. Diamond membership is not earned overnight — it reflects genuine and sustained commitment to the brand. To arrive at a member property and be turned away from basic programme benefits without so much as an apology or explanation is unacceptable. FINAL VERDICT I would not return to Novotel Suites Reims and would strongly caution fellow Accor loyalty members — especially those at higher tiers — to consider alternative properties in the region. The staff's disregard for both programme obligations and basic hospitality standards is incompatible with what the Accor brand promises. I intend to raise this formally with Accor customer relations, and I would encourage the property's management to review their front-of-house team's handling of loyalty members as a matter of urgency.

Nous avons apprécié cet hôtel, sa propreté et son accueil . , c'est pour cela que nous y revenons

Rien

Modernes neueres Hotel mit guter Einrichtung. Wir hatten ein Zimmer mit Doppelbett und Schlafcouch. Alles war sehr sauber. Wasserkocher und Kaffeemaschine vorhanden. Doppelbett und Schlafcouch ließen sich durch einen Sichtschutz voneinander abtrennen. Hotel war sehr ruhig trotz Nähe zu den Gleisen am Bahnhof. Sehr gute Laufnähe (ca. 30 Minuten) zur Innenstadt / Kathedrale von Reims. Parkhaus direkt neben dem Hotel war völlig problemlos sowohl preislich als auch vom Platz her. Dort gibt es auch Ladestationen für e-Autos. Gutes Frühstück mit dem üblichen Standard. Abends waren wir in der Umgebung essen. Angebot ist reichlich an Restaurants direkt um das Hotel.

Breakfast was very good. There was an lovely variety of foods, (chia pudding too) and the atmosphere was relaxed and comfortable.

Topligging, goede service

L'emplacement

C’est la première fois que je vis une expérience aussi décevante dans un hôtel de cette catégorie. Voir des femmes de ménage assises dans les escaliers juste devant ma porte avec leurs téléphones portables, pendant que des chariots encombrent le couloir durant des heures, est déjà assez surprenant. Mais découvrir au petit déjeuner une accumulation de plateaux, tables sales et chaises non débarrassées, donnant l’impression que tout le monde est passé avant vous sans qu’aucun service ne soit assuré, est tout simplement incroyable. Lorsque je signale très gentiment à une serveuse qu’il n’y a plus d’eau dans la machine à café, sa réponse est : « Non mais ça, ça m’étonnerait », comme si j’inventais la situation, alors que je cherchais simplement à rendre service. À cela s’ajoutent des consommations facturées alors qu’elles n’ont jamais été prises, notamment un café. Franchement, pour un hôtel de ce standing, c’est inadmissible. L’établissement n’est absolument pas à la hauteur de ce qu’il prétend offrir, et je déconseille fortement cette adresse. Je partagerai également cet avis sur Google afin que d’autres clients soient informés.

Excellent location to the train station, easy to walk to all the restaurants. Quiet location. Great lobby vibe and bar. The bartender is exceptionally friendly and efficient. Nice snacks and a water bottle filling machine in the lobby. The rooms are suites so have a bar frig & microwave and a Nespresso machine with daily coffee refills which is much appreciated. The bed was very comfortable and we loved the separate toilet room with sink and the separate shower. We would definitely stay here again when in Reims.

Nothing