I can only rate the limited interaction with the s...

I can only rate the limited interaction with the staff upon checking into the hotel as this was to be my first time staying here.... but I did not get past the check-in due to the horrible customer service at my first point of contact.

When booking through a third party, the rate was lower than the rate on the Novotel website. Despite having a best price guarantee policy to beat the price by 10%, the Novotel refused to even match the rate. The reservations manager initially tried resolving this by canceling my reservation with a fee; after asking to speak to the general manager of the hotel, she said she would waive the cancellation fee but it would be a few days before the authorization for the room goes back on my account. This was BEYOND UNACCEPTABLE as I am now having to deal with not being able to make another reservation because of this hold.