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"Although the room was clean, it was very musty and wet smelling. Even with the air conditioner running, it did not seem to help. I found it difficult to communicate with the property, even in Spanish, because it took a long time for messages to be answered and the phone numbers for the property did not work. Although I wanted to get airport transportation on arrival and the hotel had my flight information to confirm a transfer, I couldn’t communicate with them when I arrived. I had to get a taxi from the airport. I wanted to like the property but until the musty room and communication gets better, I will likely choose another location on my next visit. Please update the contact information for future guests."

"I was improperly charged for a room that I didn't use. Terrible service from Novotel and Expedia together. I do not recomend them."

"Got an upgrade for having Expedia status, new rooms are excellent. I understand the older rooms not so much. Easily the nicest place in Santa Cruz."

"The airport shuttle did not meet us after our flight, even though I had contacted the hotel in advance and they confirmed pick up. Very disappointing. The shuttle did take us back to the airport which was convenient. The hotel is terrible at responding to guests in advance if a stay. They eventually responded when I emailed (to organise the no show airport shuttle). There was a grumpy, unhelpful guy on duty at the front desk when we arrived. Even though the hotel was practically empty, they were unable to put the two rooms we had booked near each other. I had requested this at the time of booking. Other than that, the breakfast buffet was not bad, the outdoor pool was lovely...cool, and big, so great for laps. The rooms are dated, and ours was a bit dusty, and definitely in need of refreshing. The beds were comfy enough. The hotel is very close to the airport...just 5 minute drive, so great for quick layovers. It's about 30 to 40 minutes drive to the centre of Santa Cruz"

"It's good place, with good surroundings."

"Good customer service, polite staff."

"Friendly staff"

"Excellent hotel, very clean, cozy, spotless and very stilish"

"Friendly staff very helpful. Breakfast is OK."