Reviews for NH Hotels in this sample show a clear split between guests who experienced prompt, helpful staff and clean, comfortable rooms, and those who encountered service breakdowns, booking or payment problems and unresolved incidents. Several reports cite double charges, unexpected pet fees or refused refunds; others highlight missing confirmations or redirected phone calls during booking. More serious reviews describe theft or security lapses and poor follow‑up from management. Prospective guests should confirm pricing and payment policies in writing, retain booking confirmations and keep valuables secure; reviews also note many positive stays, particularly where staff were responsive and rooms were well maintained.
Examples from available reviews (Nov 2021 – Feb 2026).
Staff repeatedly failed to respond and were rude and unhelpful.
“Extremely Poor Guest Service at NH Hotel Copenhagen:”
£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”
Convenient location, clean comfortable rooms; some mould and limited tea.
“We were given adjacent rooms which was perfect for the family.”
Staff performance varies: some guests praise helpful, attentive staff; many report rude behaviour, unresponsiveness and service failures.
Frequent complaints about extra or duplicate charges, denied refunds and unclear pet or incidental fees left guests disputing payments.
Booking and check-in issues recur: unstable online bookings, redirected calls, missing confirmations and restrictive payment requirements caused problems.
Rooms are often clean and comfortable, but reviews also report noisy radiators, poor air conditioning, mould or lock failures in some properties.
Guests report unanswered emails and calls, lack of follow-up after incidents and little response from management on complaints.
Overall impressions tilt negative: several stays involved unresolved disputes or serious incidents, though some reviewers describe satisfactory experiences.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (22) · Collected.reviews (1) · Quotes shortened · As of: February 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 a European hotel brand within the NH Hotel Group, operating economy to upscale city and resort hotels under NH and NH Collection. The group runs properties aimed at both business and leisure travellers across multiple countries, offering standard hotel services such as reservations, on-site restaurants and meeting facilities. For people researching NH Hotels, reviews often help assess staff reliability, booking and billing practices, and property condition across locations.