Novotel Paris Rueil-Malmaison

We had a very distressing experience during our recent stay at Novotel Paris Rueil-Malmaison. On the night of our arrival, the lock on our hotel room door broke, trapping all of our belongings inside. Despite repeated requests for assistance, the hotel failed to resolve the issue until 4:30 AM. This created a major problem for our family. I had to wait until the middle of the night to change my contact lenses and take my medication, which had been locked in the room. We were traveling with children, and one of them had to be woken up at 6:00 AM to shower and change clothes before our scheduled activities—after an almost sleepless night. We received no meaningful apology or real compensation from the hotel. The night manager told us that a free breakfast and €40 worth of points was “the best they could do.” We ended up canceling all of our plans for the following day because we were simply too exhausted. The staff showed little empathy or urgency throughout the incident. The lack of basic service and care was truly disappointing. The only positive part of this experience was the excellent customer support from Trip.com, who stepped in to help and eventually issued us credits equal to the value of a refund. Unfortunately, the hotel itself failed to take real responsibility.