Novotel Taipei Taoyuan International Airport

This is a hotel that specifically caters to travelers that has an overnight layover or a short business stay. Location to the MRT and airport is convenient and easily accessible. I never stayed here before Hyatt took it over but I read it was renovated and it feels very nice. I got in at 11pm and left next morning at 7am. 2 kids and 2 rooms. Shower is hot with good pressure. Room service is available 24/7. The room was nice and clean, it made the overnight stay comfortable. The only downside is they allow no more than 2 people per room. So our family of 4 requires 2 rooms to be booked. This is understandable considering the rooms are not big enough for 4 people.

This hotel has a great pool and gym! It's huge! Staff was friendly at check in and speaks good English. It was better than I expected. However, there's nothing to eat in the area except hotel food. There's a solution. Take the free shuttle bus to the airport and eat your meals. There're a lot of selections at the airport, but it is not cheap. Nevertheless, it's cheaper than the hotel. Uber eats is not available at this hotel because motorcycle cannot go inside the airport. Bring instant noodles.. Bring food if you don't want hotel food. Request a view of the airport. My son loves it!

I made a booking for a 1night stay and the check in date is on 04-Jul and received a confirmation number via email. On 01-Jul, I noticed my credit card was being charged the same amount twice for the booking I made. Immediately I had sent in email to seek clarification and also requested for a refund. Up until today there is no response on the status. During the check-in on 04-Jul, front desk receptionist informed me that there are two rooms reserved under my name, but in fact I only intended to book one room and I had received only one booking confirmation number that stated my booking was only for one room one night stay. On the spot I had requested again the receptionist to please start process refund for the redundant booking as I would be leaving Taiwan on the next day taking early morning flight. I was told the additional room has been cancelled due to booking system error and was promised that the refund will be processed and get back to me about the status on 05-Jul. However to my utmost disappointment, the email reply that I get from them was about the information which I was already aware of, there were 2 rooms booked under my name, in which I had already clarified I only made a reservation for one room one night stay and this information has been clarified to the front desk during check-in. I tried calling the direct contact line of the hotel for several times and there was no one answering it. To make sure I would be able to follow up on this issue, I had to ask for my Taiwanese friend's help to contact the hotel locally, she was only able to speak to the general helpline operator and was promised to revert on the issue by end of the same day, AGAIN there was no follow up. As of now while writing this review post (6 days after I first flagging up this issue and requested for refund), there is no response by the hotel to help resolve this issue. And I have got to pay my credit card bill because of the hotel's booking system error. I did not expect this level of poor customer service by a renowned 5-star hotel group who has strong presence globally. it is such a bad experience to book a stay at one of its hotels.