Guests often highlight excellent front‑desk service, clean rooms, and strong on‑site dining or pool facilities. Other reviews describe serious operational breakdowns, including alleged thefts and unexplained extra charges. Several guests report booking and payment issues that prevented check‑in or left charges unsettled. Noise, air‑conditioning problems, and strong in‑room scents also come up repeatedly.
Examples from available reviews (Nov 2021 – Mar 2026).
Friendly multilingual staff made the stay enjoyable and comfortable.
“What a fabulous hotel in a fabulous city.”
£1400 stolen from room and hotel refused to refund or help.
“had nearly £1400 stolen from my room by their room boy.”
Booking process unstable; charged but no confirmation email received.
“I received no confirmation email”
Dog fee doubled unexpectedly and management did not respond.
“the amount had been doubled and we had to pay 50 euros per night”
Positive reviews often mention helpful, multilingual reception staff. Others describe rude or unresponsive interactions, refusal to accept certain payment methods, and staff actions that caused safety or convenience issues. Specific complaints include locked bathroom doors, alleged staff theft, and claims of taxi‑booking scams.
Several guests report unexpected or duplicate charges and refund requests that were not resolved. Some mention sudden fee jumps, including doubled pet charges, and one account describes a large financial loss due to theft from a room. Flexible cancellations receive occasional praise but appear less often than billing complaints.
Some guests describe comfortable stays with terraces and pools, while others report safety incidents and lost luggage. Construction noise, ongoing radiator sounds, and air conditioning that did not work well come up repeatedly as comfort issues. A few guests link illness to strong perfume diffusers, though this appears less common.
Guests frequently praise cleanliness and comfortable beds across properties. Reported issues include weak air conditioning, some mould in rooms, and overpowering scent diffusers that affected guest health. Several reviews also speak positively about on‑site restaurants and in‑room amenities.
Some reviews mention missing booking confirmations, calls ending mid‑conversation, and refusals to change dates even when third‑party availability was shown. Communication problems also disrupted check‑in when virtual cards or certain payment methods were not accepted. These breakdowns often worsened billing and service problems.
Guest accounts swing between very positive stays and severe negative incidents. Many describe smooth, pleasant visits, while others report safety, billing, or service failures that seriously harmed the stay. The gap suggests that property management and front‑desk decisions strongly shape final impressions.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (22) · Collected.reviews (1) · Quotes shortened · As of: March 2026
Good rooms but staff exploited guests with taxi booking scams.
“watch out for hotel staff exploiting customers with taxi booking scams.”
Friendly multilingual staff made the stay enjoyable and comfortable.
“What a fabulous hotel in a fabulous city.”
Guests were robbed after reception lost their luggage during breakfast.
“We got robbed”
Booking process unstable; charged but no confirmation email received.
“I received no confirmation email”
Double charged for same booking and not receiving refund.
“Charged twice for same booking.”
Staff repeatedly failed to respond and were rude and unhelpful.
“Extremely Poor Guest Service at NH Hotel Copenhagen:”
Comfortable, clean room with excellent restaurant and friendly staff.
“everyone was lovely and helpful”
Construction and A/C issues plus rude staff ruined the stay.
“one of the most unpleasant hositality experiences ever, worldwide.”
Helpful staff, clean quiet superior room and varied breakfast.
“The staff where very helpful.”
Hotel provided wrong beds, rude staff, and lacked air conditioning.
“No care in the world to three 60+ men.”
Excellent service, hospitality, and very clean comfortable accommodation.
“Excellent service, excellent hospitality, very clean and comfortable.”
Overheated room due to ineffective air conditioning and loud traffic.
“Air conditioning didn’t keep the room cool but we couldn’t open the windows”
Very nice stay with helpful staff and comfortable rooms.
“Staff couldn't have been more helpful, especially John”
Hotel refused date change and hung up despite Booking.com availability.
“hung up on me mid-conversation”
Virtual card payment refused; staff were dismissive and inconvenient.
“I was not allowed to check in until my wife arrived”
Dog fee doubled unexpectedly and management did not respond.
“the amount had been doubled and we had to pay 50 euros per night”
Persistent radiator noise disturbed night and staff failed to help.
“the night staff had lied about the hotel being fully booked”
Lovely comfortable room with big tub, terrace, and stunning pool.
“the infinity pool from the hotel where you can see under youre feets is stunning”
Strong perfume diffusers caused severe breathing problems for guest.
“The minute we stepped in the door my husband’s lungs shut down”
Bathroom door locked guests in; staff offered no adequate compensation.
“It took him 10 more mins to literally rip the handle off the door”
£1400 stolen from room and hotel refused to refund or help.
“had nearly £1400 stolen from my room by their room boy.”
Convenient location, clean comfortable rooms; some mould and limited tea.
“We were given adjacent rooms which was perfect for the family.”
This is my third time using NH Hotels booking services. I would like to say that they have exemplary services. The customer service is the best I have seen so far in the hotel industry. They are fast, answer all customer queries and very helpful in case there are issues with the booking. While some change the fee for cancellation, they do it for free. THIS IS A BIG PLUS. We had booked a hotel in France through them but unfortunately the trip was postponed. I just contacted them and explained the scenario to the customer care rep manager. I was surprised how he handled it and they did free cancellation. I was impressed and that's why i will continue using their services for all my travels.
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
NH Hotels is an international hotel operator with city and resort properties across Europe and the Americas. It offers guest rooms, meeting and event spaces, on‑site restaurants, and fitness facilities. Guests can book through the NH Hotels website, third‑party platforms, or corporate accounts. NH runs a loyalty programme called NH Rewards and provides corporate and group booking options. Each property page lists accessibility information, amenities, and cancellation policies.