Novotel Aachen City

Recent Reviews: 1164

• User:Matt J

  Trip type: Family

  Overall Failure in service and communication

  03 Jun 2026

  I rarely leave negative reviews, but after this stay I feel obligated to share my experience so that future travelers can make an informed decision.This hotel was booked through a travel agent after specifically searching for a property near Aachen’s city center with air conditioning. Air conditioning was not a preference for this trip, it was a requirement. Based on the hotel’s descriptions, amenities, and marketing materials, we believed this property met that requirement.Upon arrival, the room was considerably smaller than expected based on the photographs presented online. While room dimensions may technically be disclosed within the listing, I would strongly encourage prospective guests to rely on the published measurements rather than the photographs when evaluating room size.Unfortunately, that was only the beginning of the issues.After entering the room, it became apparent that the room was not cooling. I attempted to operate the climate controls myself and even located the operating instructions online to ensure I was using the system correctly. Despite this, no cool air was being produced.I also discovered there was no telephone in the room, requiring me to visit the front desk in person for assistance.At the front desk, I raised concerns regarding the room size, the lack of a telephone, and the apparent failure of the air conditioning. While I was informed that room dimensions were available on the website, I also noted that amenities such as telephone service and wired internet appeared to be referenced in room descriptions despite not being available in my room.Approximately fifteen minutes later, a staff member arrived to examine the air conditioning. After looking at the controls, I was informed that the system was functioning correctly and was “as cold as it would go.” When I explained that the room was not cooling, I was asked whether it was “not cold enough” for me.The interaction left me with the clear impression that my concerns were being dismissed rather than investigated.No explanation was provided regarding the operation of the building’s cooling system. No meaningful troubleshooting was performed. Instead, I was offered a fan as the solution. The fan did not arrive for approximately two hours.The situation became even more confusing when my travel agent contacted the hotel on my behalf. My agent was informed that I had already been moved to another room. This was untrue. I had not been moved. My agent was then informed that I would be moved the following day. However, when I followed up regarding this arrangement, hotel staff appeared to have no knowledge of any planned room change.As a result, both my travel agent and I were attempting to resolve an issue based on information that was inconsistent, contradictory, and ultimately inaccurate.The most surprising part of the entire experience occurred at checkout.At that time, I was informed that the hotel’s air conditioning system is not activated until outside temperatures remain above 22°C for a sustained period. If that information is accurate, it directly contradicts what I had been told when I reported the issue. I was informed that the system was functioning normally and operating as intended. At checkout, I was effectively told that the system was not operating at all due to hotel policy.Had this information been communicated honestly and clearly during my first conversation with staff, the entire situation could have been resolved in minutes.One additional point worth mentioning is the location. While the property may technically qualify as being within the city center depending on how the boundaries are defined, many visitors expecting to be in the heart of Aachen’s historic center may find it farther from the main attractions than anticipated.During our stay, we encountered numerous vacant storefronts, neglected buildings, graffiti, and areas that appeared to be in visible decline along the routes between the hotel and the areas we were visiting. Others may have a different impression, but the surrounding neighborhood was not consistent with what we expected when booking a hotel described as being in the city center.Ultimately, my disappointment stems less from the room itself and more from the way legitimate concerns were handled. Hotels experience maintenance issues. Travelers understand that. What matters is clear communication, accurate information, and professional customer service.Instead, I encountered conflicting explanations, inaccurate information provided to my travel agent, amenities that did not match my expectations from the listing, and interactions that left me feeling that reasonable concerns were being treated as an inconvenience rather than addressed.That is what I will remember most about my stay at Novotel Aachen City.

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• User:KaceyS919

  Trip type: Business

  3.5 stars. Simple, Clean, Weird Bathroom set up

  30 Apr 2026

  Stayed here for a week long business trip. The hotel is a decent 3-4 star hotel, mostly for business stays. Simple, not flashy, very clean. The check in process was easy, and the room was clean but lacks storage. For a 1-2 night stay, that is fine, but for a week, it would have been nice to have a place to put our stuff. The bathroom set up is weird. The toilet is near the entry door, but you have to walk to the other side of the room to get to the sink, shower, and bathtub. So if you use the toilet, you have to walk across the room to then wash your hands. The air conditioning was off when we arrived and it was hot in the room. We turned on the AC to 10 degrees and took a nap. About 2 hours later, the room was the same temperature and barely any air was pushing out of the vent. We reported it to the front desk, I set it to 5 degrees and went out to do my laundry. When I came back, the room was still warm and very little air was flowing out of the vent. We went back down to the desk and the guy said he went up there himself and we had the AC set to 30 degrees C. Then kind of giggled like we were stupid Americans not knowing what the Celsius system is. When we went back up, the air was NOT at 30 degrees, but at the 5 degrees I put it on when we left the room. I think they guy either went to the wrong room or lied about going at all. Either way, I did not appreciate him trying to make me look dumb. I know how to convert Celsius to Fahrenheit like any good 3rd grader. They gave us a standing fan and we opened the window and it got much better, but I would never want to stay there in the middle of summer! The breakfast wasn't worth the cost, so we ate at the coffee shop down the street. The dinner menu at the restaurant is very limited, but they do serve pizza at the bar. A lot of people complaining about the area. Honestly all of the major cities we visited in Europe seemed the same to me in this regard. I did not feel unsafe, but it's always smart to keep your guard up. Kira Zapp, Guest Services / Front Office at Novotel Aachen City, responded to this review Dear KaceyS919,Thank you for sharing your feedback regarding your recent stay at Novotel Aachen City. I appreciate your observations about the cleanliness and ease of the check-in process, as well as your comments on the bathroom layout and the air conditioning issues you encountered.I understand that the lack of storage may have been inconvenient during your week-long business trip. Your insights are valuable, and I will certainly share them with our management team for consideration. Regarding the air conditioning, I apologize for the discomfort you experienced. It is our intention to provide a pleasant environment for our guests, and I regret that we fell short in this instance. Our team strives to assist every guest promptly and professionally, and I apologize if the interaction felt dismissive.I am also sorry to hear that the breakfast did not meet your expectations. We continuously evaluate our offerings to enhance guest satisfaction.Thank you again for your feedback, and I hope you will consider staying with us in the future.Mit herzlichen Grüßen | With best regards Lilly Dohmen Guest Relation Agent Novotel Aachen City Peterstr. 66 – 52062 Aachen – Germany T +49 (0)241 51 59 290

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• User:Stefano_BL

  Trip type: Business

  No longer a good option in Aachen

  18 Feb 2026

  I used to come regularly before COVID this was un Unpleasant return.The surrounding area became more unsafe.Parking the car in the garage under the hotel might be risky as difficult people are around.The hotel would need heavy renovations as it is having important signs of deterioration.This is particularly evident in the rooms and in their toilets.Breakfast use to be amazing also in this area standards are changing. Kira Zapp, Guest Services / Front Office at Novotel Aachen City, responded to this review ear Savino,Thank you for sharing your feedback regarding your recent stay at our hotel. We sincerely regret to hear that your experience did not meet the standards you previously enjoyed. We take your comments about the surrounding area's safety seriously and will address your concerns with our team. Regarding parking, please note that the garage is operated by APAG, and we have no control over pricing or surrounding conditions. Additionally, we appreciate your input on the need for renovations, as this is an area we continually evaluate to enhance our guest experience. Your feedback on breakfast will also be reviewed.Mit herzlichen Grüßen | With best regardsLilly DohmenGuest Relation AgentNovotel Aachen CityPeterstr. 66 – 52062 Aachen – Germany T +49 (0)241 51 59 290

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• User:Joel_JD

  Trip type: Family

  Great choice for Aachen

  03 Jan 2026

  Nice hotel great location within walking distance from the city centre. Room was good as we it could accommodate a family of 4, this applies for children up to 16 years old. Bath and separate shower in the room. The shower head holder was not stable so the shower would not stay put while showering. Breakfast was OK, had better in other Novotel hotels. Staff are very welcoming and accommodating, no issue to leave bags at reception after check-out, so we could walk into the centre and do some last minute shopping. Overall, a great choice for Aachen.

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• User:Z0siaB

  Trip type: Family

  Basic but clean; good location

  23 Dec 2025

  Perfect for a one night stay. Room and bathroom were rather cramped but were clean. Need more outlets /charging ports. Convient for-pay parking but good location with easy access to major sites. Would stay here again for a short stay.