Novotel Sevilla in Seville

Very bad experience. Booked 2 rooms and request for connecting room and a baby cot. Reception said that no special request can be seen on the booking. Trying to educate me to book direct with them instead booking thru Ctrips. So that my request will be noted.
So, please take note if u have special request, don’t book this hotel. They won’t do anything on it.
So, I tried to request the connecting room and baby cot on the spot, their answer is a immediate “No” for connecting room as they claim that they’re fully booked, as for the baby cot , they asked me to call room service after I checked in the room. Ridiculous and arrogant attitude.
I then politely request again to place my 2 rooms at the same level, and the receptionist again answered “No, we’re fully booked”. And after I request to check again, he then check with the superior, and they came to inform me if I want 2 rooms at same level, there a supplement to pay as 1 of the room has 2 double bed(my booking is family room) . Then I ask are the same room size? Answer came back “ I don’t know”. They just don’t bother to handle the situation but just want u to pay.
I kindly rejected the addition payment. So by no choice me and my young kids were separated.
And lastly, I asked how about tomorrow , possible to change to at least same level? The arrogant reception answer “NO, we’re fully booked” right away, without doing any checking. Obviously he got no intention to savage the situation.
This is really my first experience encounter such service from hotel. I know “Asian/Chinese” are not so welcome by the European, but please at least as customer service/ frontline, we paid for the hotel too. Don’t discriminate because of our skin color. We had travel to many parts of the EU, although some are not so friendly but not as bad as this hotel. And even for our whole Spain&Portugal trip, we had booked 5 others hotel with ctrip, all of them can see my special request. So I not sure why only Novotel Sevilla claimed that they can’t see any special request from ctrip.
Back to room condition, the toilet is really quite outdated. Stain can be seen everywhere sofa and chair also with stains. Only good think will be their bed is comfortable.
Breakfast is average, service is cold. They just wouldn’t smile, machine do better job than them definitely.

We expected to see what we saw on the pictures. Obviously the pictures were from the time everything was nice and clean. The entrance said it all. I would't recommend it if you want to stay in a nice place.