I am writing to express my severe dissatisfaction and distress regarding the terrible experiences for the four stars hotel - Novotel Paris Centre Tour Eiffel. ||Summarising my experiences below:|My family visited this Novotel two times recently for holiday (17th Sept 2024 for 1 night, and 21st Sept 2024 for 2 nights). Your system should have the records and I’ve sent an email to your manager too with additional information. |BOTH times, we experienced SERIOUS hotel management issue: Room double booked two times & strangers came into the room by swiping room card without knocking the room door. (Room 2814 was given to us and not cleaned, later changed to Room 2314, it was given to us and not cleaned again). Room cards were not working neither - all showing “access denied” when swiping them for the lift, and has happened 3 times. night shift Manager Stephane mentioned it’s my fault by putting room cards near the phone, but I didn’t at first time.|Additionally, I booked 2 classic twin room as showed in my booking confirmation, but only 1 classic twin room was available and been given to us, we had no choice to accept a double bed room as result of un-organised hotel management at 10pm ish. Why should customers take responsibility for the un-organised hotel? |Terrible customer service. When we were trying to seek help from hotel staffs, staffs were complaining about other customers in front of us. Is this how the four-star hotel trained staffs on customer services? If they complained other customers in front of us, it’s highly likely that they will complain us in front of others. |Rooms that gave to us were not properly cleaned: Rubbish was left in the two bins, sofa pillow was on the floor, tissue litters were found on the floor, strange plastic item was left on the bed (details see attached). If the room is not ready, it shouldn’t be given to customers. Does this hotel have a room standard in place? |Additionally, due to the lack of cleanliness, the night shift manager handled the sheets and covers to us and asked us to change it by ourselves. How Ridiculous? It’s indeed happened at the 4-star hotel in Paris. |From check in at 10PM to have a room for rest, it took 3 hours until midnight 1AM, it’s definitely not a pleasant staying for holiday.|The above issues have had severe consequences. My 83-year-old grandma is experiencing bad leg pain after changing rooms multiple times between 3 different floors (floor 30, 28 and 24). Our next day plan has been ruined because we couldn’t sleep until 2am due to all those things happened. This situation is not only distressing but also poses racism. My family found being treated un-respectful and differently. ||In light of these events, we had no choice but to change our travel plan. And had no choice to spend our holiday like this.