Novotel Suites Munchen Parkstadt Schwabing

Far from the subway and therefore from the center. Spacious rooms equipped with comforts (the bidet is missing but that is a luxury). Decent breakfast. I would return if it weren't poorly connected.

It’s the worst Novotel ever. Air cons were not working. The worst customer service and in 32 degrees Celsius we were boiled in the rooms. They didn’t do anything. Worst experience ever. The staff said to me that open the windows. Are you for real??

Avoid this hotel if customer service matters to you. I very rarely leave negative reviews, but my experience with this hotel was so disappointing that I feel it's only fair to warn other travellers. My airline cancelled my flight and moved me onto a flight the following day. This was completely outside of my control, so I contacted the hotel to ask if my booking could be changed from two nights to one. I wasn't asking for anything unreasonable, just not to be charged for a night I physically couldn't use because of the airline's decision. The hotel refused my request outright and even suggested that my "best option" was to keep the original booking, meaning I had no choice but to pay for two nights despite only being able to stay for one. What really frustrated me, though, was what happened afterwards. I emailed to explain how disappointed I was with the way the situation had been handled, only to be told that I should have made the request again. How was I supposed to know that, when I'd already been given a clear refusal? Instead of taking responsibility or showing any empathy, the blame was put back on me. I fully appreciate that hotels have policies, but good customer service is about how you treat people when unexpected situations arise. A cancelled flight isn't something a guest can control, and a little understanding would have gone a long way. Instead, I was met with inflexibility, poor communication and a complete lack of compassion. There are plenty of hotels that value their guests and understand that travel disruption happens. Based on my experience, Novotel is not one of them. I will not be booking with Novotel again, and I would strongly encourage others to think twice before booking if you expect fair, reasonable customer service when things don't go to plan.