ibis Styles Lyon Centre - Gare Part-Dieu — Hotel in Lyon

I received an email from the hotel shortly after booking the stay. In the email, it was to confirm that my reservation was prepaid, non-modifiable, non-cancellable and non-refundable; but, in the meanwhile, I was asked to present the card that I used to make the online payment to avoid possible fraudulent. It never happened when booking via the official All.com app before.

By the time I made the reservation, it was more than 2 weeks before the checking-in date. (If there’s any possible fraudulent, my bank or myself would be more concerned than the hotel.)

The only thing I could relate to this was that I made a reservation before this one to the Mercure next door. But due to payment failure that my credit card wasn’t charged, my loyalty points were deducted for this booking, while the reservation was made. I cancelled the reservation of course (I’m not gonna take advantage of the system mistake of creating a prepaid, non-modifiable, non-cancellable and non-refundable, online reservation that my card wasn’t charged).

Instead, the customer service (I contacted for refunding my loyalty points) refused my request at the beginning saying my reservation was successfully made, and it was non-modifiable, non-cancellable and non-refundable ( they only agreed after my several other attempts plus me directly contacted the Mercure next door, some days after I made the initial request).

I have enough reasons to believe that the mysterious email asked me to present my credit card was to validate the reservation that was made (despite the payment failure) to the Mercure next door. (These two hotels plus an Ibis Budget all locate in the same building, and even use the same-pattern room card.)

It was a trick to cover up the All.com payment failure by charging my card again on-site by asking me to present the card I used to make online payment on All.com app.

In the end I was never asked to present the card on site at all, I believe, it’s because that I got my loyalty points back eventually that made it impossible to complete the whole payment for the Mercure next door.

Because of this incident, I didn’t book any more hotels with All.com for my December Europe visit (12.18-1.6). And definitely I shall be more careful with any future bookings, because your hotels CAN SIMPLY IMPOSE MORE TERMS AND CONDITIONS by email AFTER (this is the most important part, if you ask to present the card on site before making the reservation is it totally fine) the prepaid, non-modifiable, non-cancellable and non-refundable online reservation is made!

I hope my message would go to the...

This hotel is very close to the train station, and the Rhone Express, T3 and T4 tramlines so a great location for getting around Lyon. We flew into LSY and went to events at LDLC arena so the location was perfect for getting to those. It was about 30-mins walk to the centre of Lyon and about 10-mins to Westfield for shops, restaurants and a supermarket. ||We booked a family room for 2 adults and an 11 year old. It was a good size, the double bed was comfortable and it was clean. The only area for improvement was the comfort of the soft bed. The 11-year old was fine and slept well, but it wouldn't be comfortable for an adult to sleep on as the mattress was very thin. ||Tea, coffee, snacks and water was available in the lobby. We took reusable water bottles and bought a cute Lyon bottle from reception for 4EU as a souvenir. We were pleasantly surprised by the included breakfast. There was lots of choice and it was all good quality. It certainly set us up well for the day.||The staff at the hotel were friendly and helpful. It was great value for money and not too far from the centre of Lyon for...

The hotel was a 5 stars for me till the checkout on 6 Jan 2022. I stayed for 2 nights.

Left my apartment key card in my room amongst other valuables. I noticed the housekeeper doesn’t wear a mask while cleaning the room so I left the “Do not clean up my room” sign on the door. To my surprise; the room was made up when I returned in the night and my apartment key card was missing.

I was in a hurry to check out on 6 Jan and enquire about my card at the front desk. The receptionist Oceané was kind and helpful to check for me with housekeeping. When she approached her manager for assistance, this manager gave me a convenient excuse that it was thrown in the rubbish without checking any facts. This is clearly laziness on her end. I doubt she will continue to check for us if the card is around.

I am displeased with how the hotel disrespected my preference to have the room undisturbed while I was out for the day. Secondly, the fact that my item went missing in the “rubbish” is UNACCEPTABLE. Oceané was kind to help and yet she just threw out a convenient and...