Hôtel Le Royal in Paris

My husband, toddler, and I checked in to the hotel around 10pm after a late arrival due to a delayed flight. The gentleman who checked us in notified us that he had only one room left given we had arrived late. He further informed us that the room was small, and advised that we leave the pram in the lobby. After we went to the room, I saw that the room had a window with no view- it was facing the inner wall of the building. I went back down, offering to pay for an upgrade. The gentleman was apologetic, and informed me that he would have moved our room if he could, but he could not given all other rooms were taken. We left for dinner at that point. Upon return, the entire room smelled of cigarette smoke. I promptly went down to inform him, and was met with disbelief because the hotel is a non smoking hotel. The gentleman proceeded to come up to our room, and verified on his own. Upon confirming the cigarette smoke, he did not provide any additional guidance and support. We had to sleep smelling the nauseating cigarette smell, which was both undesirable and uncomfortable. He asked me to speak with management when they arrive at 7:30am. The next morning I went to the lobby to address the issue of the cigarette smell. However, instead of being assisted, I was told that the night attended had informed the morning staff that he nearly refused to check us in the night before. This was a complete and utter lie. There was no conversation of refusing our check in the night prior, and as mentioned above, we were even told we would have been placed in a different room had we arrived earlier in the day. This lie was created to shift focus from the cigarette smell. The front desk lady was initially hostile, but became more cooperative by the end of the conversation. She said she would not be able to address compensation or refunds, and that this would only be done by the owner, who would not arrive until Monday (2 days later). She took down my email, with a promise to provide me an update once the issue was clarified. Five days passed, and I did not hear back. I called the hotel, and was informed I will receive an email later. I did not, so I emailed them myself. It has been 4 days, and still no reply. I do not appreciate the lies being told by the staff, and the lack of follow up regarding the matter. The main issue at hand was the cigarette smoke, but your staff chose to flip the conversation and put blame on us for not including him in the reservation instead of taking responsibility for the smelly room. No one should be forced to sleep in a room reeking with cigarette smells in a nonsmoking hotel. The only pro about this hotel is the location.

Room temperature was about 30+centigrade. Heating control system in rooms does not work. Staff do not know how to make rooms a comfortable. This hotel is good for saunas but bad for anyone wanting to sleep without dehydrating the entire body overnight.