Old building in terrible needs for renovation
Posted Jul 28, 2016
Worst: it was mid July, 32-35 degrees. The room temperature must be close to 30 degrees, only a little cooler than outside during the day, but hotter than outside during eves. (it is central air-conditioned but did not work).
Major: Inconsistent handling of booking information and double charged me city taxes: my room was prepaid to expedia. Here is the description:
"The below fees and deposits ONLY apply IF they are not included in your selected room rate.
You'll be asked to pay the following charges at the hotel: A tax is imposed by the city: EUR 1.65 per person, per night.
We have included all charges provided to us by the property." From this description, I believe the city tax was collected by Expedia.
I was told at check-in everything was paid but breakfast was not included. In the last eve, I went to the desk. The lady told me I needed to pay the city tax. I showed my booking on my phone. She said that was a mistake by expedia. I said that was the deal I got. I suggested her to talk to her manager, but not possible before my leave. So I suggested to pay my breakfast first. She said I did not need to pay, because it was included (no space to continue) At the end, I paid my breakfast next morning to a guy (I told him what happened in the previous eve). They charged me the city tax again after I left without telling me the decision of the manager, even the lady took my email and promised to contact me. This is not consistent with the 4 stars engraved on the entrance.
Comment from Hotel Management
Aug 12, 2016 by Marta PARDO-BADIER, Hotel Management
Thank you for taking the time to tell us about your experience at the Hôtel Mercure Lyon Centre Château Perrache. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies.
At Mercure, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the problem and prevent future occurrence concerning the air condition in the room.
However, the city tax is always charging at the hotel, never online, we are sorry if you misunderstood this information.
Do not hesitate to contact us concerning this issue, as we could see together what happened.
We appreciate your sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future.