I recently stayed at Novotel Melbourne Airport, and while my stay was top-notch, I did encounter a bit of a billing hiccup—a double charge that was accidentally made on two separate cards. Initially, it looked like a double transaction, but as it turned out, it was just the bank freezing the amount temporarily. Seven days later, everything cleared up.
What made this experience surprisingly enjoyable was Leila Mahyari, the Rooms Division Manager, who took this little glitch under her wing and made it her mission to resolve it. From promptly replying to my emails to actively following up with both accounts and the bank, Leila went above and beyond in her support. She was quick, diligent, and always two steps ahead.
Thanks to Leila, I left Melbourne feeling that the Novotel team truly cares about their guests. Novotel, you’ve got a gem in her! To anyone thinking about staying here, rest assured that you’ll be in capable, caring, and (may I add, beautiful!) hands.