2/10 Terrible
Mark, Manchester
Travelled with family
23 Apr 2025
Liked: Cleanliness, amenities, property conditions & facilities
Disliked: Staff & service
HOTEL SOLD MY PRE-PAID IN ADVANCE ROOM AND CLAIMED IT WAS NOW FULL!
I had prepaid a twin bed hotel room over a month in advance. Was disgusted to find when arriving at 10pm that night that they had sold my room and the hotel was 'full'.
Complete lack of ownership from the hotel and couldn't explain why they had sold my already paid-for room. Offered me a taxi and another hotel 15 mins away by car. I asked for the manager and told they weren't available.
Only by standing my ground and insisting on a solution did they eventually call the manager. He simply confirmed the hotel was full and couldn't explain why my room had been sold. I told them this was their issue to solve.
After a few minutes following this call, miraculously a room was then found in the 'full' hotel for us to check in. There was a greeting card pre-written in this room for another guest so clearly this was being kept for another guest or the next day.
Horrible experience and not what I expect from a Radisson or being an Expedia VIP customer for many years.
Had I not held my ground under considerable pressure, we would have ended up nowhere near where we needed to be for the short visit to Lyon.
Mark
Stayed 2 nights in Apr 2025