"Room Type: Superior Family
Floor: 11 / Room 29 (1129)
Rate: 300 per night apprx
We booked Novotel Paris because of a positive experience I previously had with an ALL – Accor hotel, Mövenpick, in Amsterdam. Although I was not familiar with Novotel, I trusted the ALL – Accor brand and therefore booked a four-night stay for my family of four in a Superior Room.
Unfortunately, this was one of the worst hotel experiences my family has ever had.
For approximately €300 per night, the room was completely unacceptable. It was more comparable to a budget American motel than a hotel at this price point. From the moment we arrived, we felt that the staff did not care about our concerns or about the fact that we were traveling with children.
The room had a persistent sewage smell throughout our entire four-night stay.** We reported this to the hotel, and someone was sent to inspect the room. He simply cleaned the sink and left. The problem was not resolved, and the room continued to smell for the rest of our stay. We were never offered a meaningful solution or another room.
The bathroom was equally unacceptable. The shower cubicle was approximately 3 feet by 3 feet—smaller than many cruise-ship showers—and was covered with visible mold and mildew. My older son is allergic to mold and mildew and experienced breathing difficulties throughout our stay. This was particularly concerning because we were traveling as a family and expected basic cleanliness and safety from a hotel charging approximately €300 per night.
The room also had dirty carpets, unpleasant-smelling bedding, and a sofa bed for the children that continuously produced squeaking, creaking, and metallic clanking noises throughout the night. As a result, none of us were able to get a comfortable night's sleep.
What was most disappointing, however, was the attitude of the staff.
Throughout our stay, our concerns were largely dismissed. We felt that we were being judged and treated differently because of the color of our skin and our appearance. I believe the treatment we received was influenced by racial profiling. Even the security guard, who was one of the first people we encountered, displayed an unnecessarily hostile attitude when I politely asked where the restaurant was.
I want to be very clear: **we may have brown skin, but we have lived in the United States for decades. We expect to be treated with the same dignity, respect, and courtesy as every other guest.** No guest should be made to feel inferior or unwelcome because of their race, ethnicity, nationality, or appearance.
The contrast between the staff members we encountered was also very noticeable. The baggage-handling staff were the only people who consistently treated us with genuine respect and kindness. They treated us like human beings, and I sincerely appreciate that.
The experience was so bad that I cancelled the Novotel reservation I had made for our next three nights in London. I no longer trusted the Novotel brand to provide my family with a clean, safe, and comfortable environment. Unfortunately, cancelling that reservation resulted in the London Novotel charging us the first night's room rate. I had to absorb additional costs simply to ensure that my family had a reasonable place to stay.
I also found it very telling that the hotel's website does not appear to show photographs of the bathroom. After seeing the condition of the bathroom and shower in person, I understand why. This property is, in my opinion, **not suitable for families**, particularly those traveling with children.
The entrance to the property may look impressive, but based on our experience, the hotel itself felt more like a motel with a nice entrance.
I am extremely disappointed that ALL – Accor's brand reputation led me to trust this property. I chose this hotel because I believed the ALL – Accor name represented a certain standard of quality and hospitality. Instead, our four-night stay turned what should have been an enjoyable Paris trip into a miserable experience for my entire family.
I strongly urge management to investigate:
* The persistent sewage odor in the guest rooms
* The cleanliness and mold/mildew conditions in the bathrooms
* The condition of the carpets and bedding
* The extremely small and poorly maintained shower facilities
* The excessive noise from the children's sofa bed
* How guest complaints are handled by staff
* The treatment of guests based on race, ethnicity, or appearance
* The lack of appropriate assistance when families report serious room and health-related concerns
I will also be sharing my experience through Google and other review platforms so that future guests—particularly families—can make an informed decision before booking this property.
You should be ashamed of the way my family was treated. A guest paying approximately €300 per night deserves far better than this.
This was not simply a disappointing hotel stay. It made our Paris trip a living hell."
