Mercure Lyon Centre Saxe Lafayette

Phillipe at the concierge was outstanding in his fun, helpful delivery. The rooms are clean and spacious. We loved our stay.

Very nice and big room, great bed with a good mattress, the check in personnel was efficient and great. My room was well isolated from the street, I had a good sleep. Bad point, the breakfast is at 20euros, not acceptable

I am writing to formally bring to your attention a highly disappointing experience during our recent weekend stay at your property, specifically regarding the handling of a room comfort issue by your management team. During our stay, our room was uncomfortably hot. While the front desk staff was polite and attempted to assist by offering a small fan and a room switch, it quickly became apparent that the entire hotel's air conditioning system was malfunctioning. Changing rooms did not resolve the issue, and relying on a small, personal-sized fan is far below the standards of an Accor Group property. Following our stay, we escalated this issue via email to address the discomfort. The response we received from a member of your management team, Benedicte Flahaut, was entirely unprofessional. While the message included standard pleasantries at the beginning and end, the core body of the email was defensive and inappropriately implied that the discomfort was our own fault. This is not the level of service, empathy, or conflict resolution I expect from your brand. As an Accor Group property, I trust you hold your team to higher communication standards. I request that the General Manager review this interaction, as the tone used was completely inappropriate for handling a legitimate guest complaint. I have kept the complete email trail and screenshots of the correspondence, which I am happy to provide for your internal review or potential customer to see if the respond from your team is up to Accor’s standard. I look forward to your prompt response regarding how this situation will be rectified.

Official Complaint: AC deliberately not turned on over the weekend (summer time) and Unacceptable Stay at Mercure Lyon Centre Saxe Ladayette UPDATE on Management Response: Following a formal complaint, Managing Director emailed to defend the hotel's position. She argued that turning off the AC was justified because outdoor nighttime temperatures were 10°C, ignoring daytime solar heat and the mosquito issue. She characterized our discomfort as merely our negative "perception," blamed us for not checking out early, and stated that our 1-star rating was "too severe" given that we completed our two-night stay. This is a clear case of an advertised amenity being centrally disabled without prior disclosure, followed by management blaming the customer for being uncomfortable. What a great hospitality from 4 star hotel. Timeline of Stay: • Saturday: Checked in evening . The central climate control was only blowing warm air. Night staff stated they could not fix it and provided an ineffective portable fans. We were unable to use the windows for ventilation or relief due to mosquitoes. • Sunday: Front desk offered a room change, but the second room had the exact same issue. Staff then confirmed the property's central AC was completely switched off for the season and the building technician was unavailable over the weekend. We filed formal complaint. We checked out on Monday 6am in the morning.