When we got to the Eiffel Tower, the elevator to the summit was broken so we could only get to the second floor. Our guide said we would automatically get a refund for the difference in cost between the summit access tour and the second floor access tour. The difference in cost was about 15€ per person. There were 6 of us in the group. When no refund arrived, I e-mailed and requested it. They refunded 10€ per person, so I requested that they refund 15€, which was the difference in cost between the tours. They refused and sent me the cancellation policy, as if we had cancelled going to the summit! Despite numerous e-mails, they refuse to refund the amount we are owed, which means they have taken 5€ per person as a cut from our refund. I advise to book directly with the Eiffel Tower or boat cruises. You can turn up on the day and get tickets, or in advance, and it gives you much more flexibility. The Eiffel Tower team were giving refunds then and there for those who had booked directly.