Radisson Blu Hotel, Lyon — Hotel in Lyon

Dear Radisson Blu Lyon Management,||||I recently spent a week at your establishment from November 6 to November 13, and I must express my dissatisfaction with the overall experience. I booked directly through the Radisson website, attracted by the claim of the best available price. However, my enthusiasm quickly waned when I discovered the same reservation on an external website for €200 less. Despite bringing this to the attention of the Radisson Blu reception, the response I received was disappointingly unprofessional.||||In response to my query about the price disparity, the staff acknowledged the price difference but emphasized the benefits of booking directly, such as accumulating points and potential advantages as a Radisson Rewards member. Furthermore, my reservation was prepaid with a 100% non-refundable condition. The unpolite manner in which this information was conveyed, coupled with the delay of almost 24 hours in responding to my initial email, left me frustrated and dissatisfied.||||I made a last attempt by contacting the "Best Price Guarantee Department," only to be informed that my claim could not be approved as it was submitted more than 24 hours after the reservation was made. This experience has led me to conclude that the Best Price Guarantee is misleading, resembling more of a scam than a genuine commitment to providing the best rates.||||Moving on to the stay itself, the positive aspect was undoubtedly the impressive view. However, a view alone does not define a guest's experience. Unfortunately, the positives end there.||||The room, despite its captivating view, was exceptionally small, bordering on claustrophobic. Issues with the air conditioning resulted in an uncomfortably cold room, rectified only after a complaint led to the discovery of a malfunction in the hot water supply to the AC unit.||||Moreover, basic amenities such as a dental kit required a visit to the reception, as there was no provision for housekeeping to deliver such items to the room. The shower experience was far from satisfactory, with difficulties in maintaining a consistent water temperature.||||The breakfast, a crucial element of any stay, failed to meet the standards expected from a hotel of Radisson Blu's caliber. The food lacked flavor, "natural" juice was packaged, the coffee was subpar, and the bacon was overcooked and swimming in grease. The overall quality of the breakfast was more in line with a 2 or 3-star hotel, falling short of the expectations associated with the Radisson brand.||||Notably, the cleanliness of the hotel, specifically from the elevators to the rooms, was subpar. Stains on the floor near the elevators persisted throughout my stay, indicating a lack of attention to detail and maintenance.||||In conclusion, the hotel, in my opinion, does not live up to its claimed four-star status. Even after sharing my unsatisfactory experience, the compensation offered was a mere €100, which, considering the overpayment of €300 (€200 plus the 10% of the Best Price Guarantee policy), is insufficient. This demonstrates a lack of proactive customer service and a failure to acknowledge the disparity in the prices.||||Regrettably, based on my experience, I cannot recommend booking directly with Radisson or staying at Radisson Blu Lyon, given the overall high cost in relation to the disappointing guest experience.||||Sincerely,||||Dr. Rui...

The hotel itself is good, it's Radisson Blu class however our booking service was far from OK. I originally booked a double room with eurobonus customer service, since we have two small kids (3 and 4 years old) I specifically asked about this and they checked with the hotel that were going to be put in a room with an extra bed. However the system did not allow them to add the kids because of limitations with eurobonus so they said it was fine and I should just tell the hotel upon arrival. We arrived late today and the reception first said they only had info about two adults, which of course was strange. They said they could solve the situation to add a full second room at a full charge of a whopping 139EUR. Now I understand security limitations did not let us have the kids in the one room but they could have at least added the extra room at no charge. Since we arrived late with kids I was put in a really uncomfortable situation where I had to pay, since we had no options. Now I don't know why the communication between eurobonus and this hotel did not work but you should never blame the customer! In my case me. I have booked eurobonus nights in Radisson with our kids over 20 times and this is the first Radisson that has ever made it a big problem adding 139EUR to my bill. My company spends over 6000EUR a year always booking Radisson through all of Europe (which is why I have points to book with) and this is how they treat a loyal returning customer? Very very disappointed and actually quite sad about the whole situation.

EDIT: Right, so they replied. They say the don't blame me, yet I personally had to pay for the mishap. This underlines the unprofessionalism this hotel has. So, there was an error in the booking - and sure, you did not know about our kids but Eurobonus is part of Radisson and vice versa, YOU should still take responsibility of the situation. By letting me, the customer PURCHASE and pay for a second room you literally blamed me for the mishap. Your response just made me even more upset and it goes without saying that this is by far the worst Radisson experience I have ever had. I urge everyone to stay way from this very unprofessional hotel that will work from their own interests and treat customers like they did with me. Absolutely...

First of all hotel doesn't deserve 4 star at all:

1. The check-in/check-out service is very slow and not very polite, any request or question can be resolved only with manager (staff is not trained)
2. No any instructions are provided how to get to the hotel (there is construction around and it is a bit tricky to get to the hotel by car), while they are sending you an email to purchase some additional services online before check-in (which are usually complimentary in any Marriott, Hilton, Hyatt even 3 star hotels)
3. No any explanations about the hotel facilities and neighbourhoods are provided
4. Hotel takes 50 euro deposit for every night for the empty mini-bar (only one 0,5 vittel for 6 euro available for 2 adults)
5. Room is very simple for 4 stars hotel and ergonomics is awful, really no space to put 2 suitcases and not jumping over them afterwards
6. Housekeeping is an additional 2 star hotel masterpiece - almost nothing changed after housekeeping in the room, still wrinkled bed linen, no renewed shampoo, shower gel and so on (initially there was ~30ml of each for two adults for 2 nights, which is not the level of 4 star hotel)
7. Parking in the hotel means that you need to go though some other underground parkings and reach the hotel main entrance and only then get to 32 floor change elevator and get to your floor, so totally inconvinient, no direct access to the hotel (also always there were problems with locked and not working doors in the parking)
8. During the night there is neither security guard on the ground floor nor the place to open the door with room card, you need to call reception every time (only a drunk man near the hotel entrance explained me that I need to call reception, very bad Radisson)

So, overall I can give this hotel 2,5 stars in the hotel stars grade and 0 value for money...