NH Hotels - Reviews and experiences

I arrived in the late afternoon, wiped my travel dust off and the front desk really made it easy, super friendly. My superior room was roomy and spotless, tucked at the back so it stayed quiet. First morning I remember thinking "yep, this works" — the breakfast had enough variety and the coffee actually helped. About a 10-minute walk to the centre and the hop-on bus stops were right around the corner, so getting around was easy.

I had doubts before I booked and they weren’t small. The lobby looked fine when I arrived in Colombo in April, but that first impression didn’t last long. Less than an hour after check-in a staff member came in to “turn down” the room without asking. He said he’d handled my purse. Soon after about £1,400 was missing. I was shocked. I spent two days at a police station trying to sort it out — language barrier, little help. The hotel blamed me and the head of security was aggressive. I’ve been trying to get a refund for six months. My doubts before booking were legitimate and they were never eased. Felt drained and ignored.

the room ran warm at night and we couldn't open the windows, so we used the AC. Breakfast had enough choice, and the staff — John especially — was ridiculously helpful, telling us where to eat and what to see, felt like family. Would stay again, for sure.

friendly, clear, and helpful — they got us settled quickly despite the queue. Our Deluxe room was smaller than I expected but spotless and the bed was exactly the kind of firm-comfort I needed for my back. We were told to keep the windows shut to avoid mosquitoes, so the AC took a minute to figure out, but it did its job. Small gripe: the minibar sits low, and lifting bags off the floor to reach drinks would’ve been nicer if it were higher. Dinner at the bar — recommended by a very attentive bartender — turned out great; the risotto and the cotoletta from Camelia’s Yard felt authentic and hit the spot. Big shout-outs to Emanuella and Giacomo in the breakfast room, they were consistently helpful. Overall a mixed start but service delivery saved the stay.

“We took care of it immediately,” she said, and then bounced back to the Booking.com policy as the reason she couldn’t refund or offer anything substantial. She offered 20% but it wasn’t even applied, and when I raised the point that the whole thing felt humiliating, she basically walked away. I filed a complaint with Booking.com and they asked the hotel for a refund; the hotel refused; Booking backed off. So in the end I got nothing from the hotel but a story that I still tell because it was so surreal. There are highs and lows here — the room looks nice, breakfast is decent, and Johan in maintenance actually turned a horrible start into something salvageable — but the delivery of customer service from the front desk was poor and felt dismissive. If you’re a traveller who values prompt, human-centred service — especially if you might need help at odd hours — be aware. I left skeptical and annoyed, and halfway through felt almost satisfied that maintenance did the right thing, but the lack of follow-through from management left a sour taste. So, proceed with caution: good place physically, but their guest care and problem-resolution needs work.

a quick chat with the staff, the extra blanket when one of my buddies said he was cold, and the hotel’s handy location that cut our walking times between morning coffee and evening plans. For everyday travel — sightseeing, casual meetings, catching trains — it did the job and didn’t ruin the trip. I’d use them again if the price was right and I wasn’t picky about AC. So yeah, not flawless, some clumsy moments at check-in, but overall a decent stay that let us enjoy the weekend. A bit of patience goes a long way here.

I placed an order in the app and something small was missing — a basket of bread. I called room service several times and got nothing. No ring-back, no voicemail, no “we’re on it.” Eventually I had to report it at reception while checking out. That’s annoying but could’ve been an isolated slip. Except it wasn’t. On another day I needed laundry done (you know, those shirts you need for a last-minute dinner) and again no one answered the phone. I ended up walking down and handing my bag over the counter. That’s not what you expect these days; handing over laundry in person is fine but the phone should work.
A particularly awkward moment: I ordered food from outside and got the notification that it had arrived. Spoiler: it hadn’t been brought to my room. I called reception — silence — so I went down to pick it up. On my way back upstairs I realised I’d left my phone in the room. When I came down to reactivate my key, it didn’t work anymore. The food was sitting unattended at reception. I said, “That’s mine,” and the staff member basically shrugged and told me to wait like any guest in line. When I asked for the manager, I was told the person in front of me was the shift manager and then things went sideways — curt replies, a “put your hand down when you talk” moment that felt unnecessarily hostile, and overall a sense that they weren’t interested in resolving something small and easy. It was odd. No smiles, no apology, minimal verification of who I was. If it were me who’d messed up an order, I’m pretty sure the hotel would have chased me for payment.
There was also a separate incident where my sister asked politely for umbrellas at check-in and came away feeling dismissed. That felt off and I mentioned it afterwards because I don’t like the idea of anyone feeling like they were treated differently.
So, in short: the place itself — room, bed, shower, surprisingly quiet nights — is decent. The people on the desk? Spotty at best, sometimes brusque, often unreachable by phone. My pre-booking doubts about service proved mostly valid. I’d come back only if price and timing made it very convenient, and after a heads-up to bring patience (and maybe an umbrella), plus insist on getting things done in person rather than hoping for a call back.

I arrived early to check in, but they didn't keep their promise of a late checkout. And then, to top it off, they removed my belongings without even asking!

NH Italy is absolutely amazing! I visited Milan and Florence, and let me tell you, the hotels were so clean and they smelled incredible. The customer service was top-notch, and I am definitely looking forward to going back!

My stay at NH Hotel in Murcia was absolutely amazing. The front desk folks were so kind, helpful, and totally pro during my whole visit. I gotta give a big shoutout to Pedro for going the extra mile to make sure everything was perfect and that I had a great time. I can't thank him enough for being so awesome and on top of things.

The hotel was really not great. We had a room with a broken window, so all the noise from outside was just coming right in. The staff didn't really seem to care about us guests. Overall, it was a terrible experience. This hotel definitely doesn't deserve 4 stars!