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“Great property, miserable service”

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Hotel Carlton Lyon - MGallery Collection
Ranked #3 of 194 Hotels in Lyon
Certificate of Excellence
GreenLeadersSilver level
Reviewed June 26, 2013

I should start by mentioning that I am an experienced traveler (I have been working and traveling as a consultant for a French company for the last 6 years). These being said there are two issues which should have not happened in a 4* hotel located in a property which received visibly large investments:

1. In the breakfast room there should be a notice regarding the hot dishes which can be ordered from the kitchen. The staff there seemed overcrowded even if during my stay there were roughly 50% of the tables occupied.

2. At check-in I asked and it was confirmed a late check-out for 16:00.
On the day of leave having arrived from the city at 15:00 we discovered with great surprise that our room was being cleaned and our luggage has been already shipped downstairs.
The first reaction of the staff on duty was that of disbelieve instead of fixing the problem. Things started to happen only after the manager appeared and we received some apologies. We had in our room an unopened bottle of water over which the cleaning lady graciously took possession. She returned it to us when we got the room back.

Things would have been good if they finished here. While waiting for our pickup taxi I noticed a series of rude smiles and small talk among the staff at the reception regarding what just happened. Should I mention that despite being a foreigner I speak French very well?

Short story long I've quit using Accor hotels 4 years ago due to poor services and decided to give them a chance again due to this fabulous property which had good reviews on Tripadvisor. It looks that I was wrong.

  • Stayed: June 2013, traveled as a couple
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10  Thank StevenBr
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
231066, Directeur général at Hotel Carlton Lyon - MGallery Collection, responded to this reviewResponded June 28, 2013

Dear Sir,

First of all, I would like to thank you for sharing your experience in the Carlton hotel. We re-opened only 4 months ago with a brand new decoration old fashion style in the heart of Lyon.
I have to admit the surprise I had in reading your review ! Each and every one of the employees are working very hard to satisfy every guest and attempt to preserve and increase the hotel's reputation, for the service we offer and for the quality of our facilities.
I am personally involved in making every stay memorable in the Carlton hotel since six years now.
I apologize for the misunderstanding regarding the late check-out asked during your arrival, unfortunately nobody remembers this special request.
The reception staff is always very professional and I am truly convinced that no employee would have spoken of this manner regarding the situation.
And finally as I didn't have the pleasure to meet you at the hotel as you have written in your comment, I stay at your entire disposal to exchange on this matter.

Sincerely,

Corinne Dupont
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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604 - 610 of 1,425 reviews

Reviewed June 23, 2013

The hotel has just completely renovated. All the works have been done. It gave a luxurious feel right from the lobby with decadent decoration. Staff were helpful and speak fluent English.

The double room I got was on the small size but had enough room for two large luggages to be opened on the floor. The decoration was done in red and white, so it was refreshing and modern. In the same time, with all the designs on the wallpaper and carpet, it gave you luxurious feelings. The bathroom was huge with fully closed shower with a transparent door. (It was the only place in our trip with fully closed shower area.)

Everything was crisp clean. One still mineral water bottle and one sparkling mineral water bottle were given to us free everyday.

The location couldn't be better. Right under the hotel is a Sephora. On the corner of the hotel is the shopping street, with Printemps within 2 minute walk. 5-minute walk from the hotel, you will reach LV, Hermes, and the Bouillet chocolatier.

Highly recommended and I will definitely stay here again if I go to Lyon.

  • Stayed: June 2013, traveled as a couple
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Review collected in partnership with Accorhotels.com
Thank Mr/Mrs W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed June 17, 2013

We have stayed in the Carlton Hotel in June 2013 and were very happy with our choice. The whole hotel has just been renovated. The rooms are of a decent size (not nig but also not as small as elsewhere), ours was situated towards the inner courtxyard and completely quiet.

We forgot a bag and the staff took care of it until our return. Everybody speaks very good English and is very attentive.

Using the valet parking for the night adds 15 Euros to your bill.

  • Stayed: June 2013, traveled as a couple
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Thank kandinsky_10
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed June 16, 2013

We stayed at this newly renovated hotel for two nights. The front desk staff and bellmen are on par with those at the finest hotels in the world. They anticipated our needs. Our room was beautiful and spotless. The hotel is located on a square that we thought was the best in Lyon and was in a perfect location for sightseeing. Breakfast was excellent. I think that only thing that would improve the experience here is to have a dedicated concierge or other person who could give specific recommendations on restaurants and other things. We had researched most of our trip in advance but do like to have a person to turn to with local, specialized knowledge. That being said, this is a great hotel in a great location and with a great staff.

  • Stayed: June 2013, traveled as a couple
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2  Thank BigBrion
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed June 13, 2013

Recently restored hotel with bigger than average for France rooms and superb service. Great location and a terrific breakfast. We have been to Lyon before and wanted a hotel to spend two nights before going on a Rhone River trip. Could not have done better.

Eager desk clerk was able to reserve four restaurants for 8 to 10 days out ( after boat trip) in Paris which are generally hard to get into.

Room Tip: Windows are all new and thick..you don't hear a thing from street.
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  • Stayed: June 2013, traveled as a couple
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2  Thank Hamptonstraveller
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed June 12, 2013

Friendly,classy wellcome, elegant, helpful, polite personnel; very good, pretty and confortable room, quiet despite the location in a centrical part of Lyon. It is a small, chic and not crowded hotel.The Bar has a warm atmosphere. There is also a valet service for parking the car, very convenient in this city. Will come back and recommend it!

  • Stayed: June 2013, traveled on business
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Review collected in partnership with Accorhotels.com
2  Thank morefsdl
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed June 8, 2013

From the moment you enter this well positioned hotel, the vibe from the staff is upbeat and positive. It's a good start. The hotel has recently undergone a makeover that has been partially successful. On the upside, the place feels refreshed and bright. On the downside, the refurb is not quite right just yet. In our first room, the heating did not work at all and the bathroom sink leaked. The staff were apologetic and helped us to move to another room. In the next room, the heating did work but the bathroom sink still leaked. We decided to put up with it rather than move again. Next morning, we discovered that the hotel has the hot water temperature turned down so low that the best you can get is quite a cold shower. Not a great way to start your day. The room had a good coffee making making machine: big tick for that. To drink your coffee, the hotel provides flimsy paper cups: big fail for that. And so it goes. It's a mixed bag: a hotel that could really be very good but suffers from lack of attention to detail.

  • Stayed: May 2013, traveled as a couple
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7  Thank Sophie989
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Hotel Carlton Lyon - MGallery Collection

Address: 4 rue Jussieu, 69002, Lyon, France
Phone Number:
Location: France > Auvergne-Rhone-Alpes > Rhone > Lyon
Amenities:
Bar / Lounge Business Center with Internet Access Free High Speed Internet ( WiFi ) Pets Allowed ( Dog / Pet Friendly ) Room Service Spa Wheelchair access
Hotel Style:
#1 Romantic Hotel in Lyon
#1 Spa Hotel in Lyon
#1 Family Hotel in Lyon
#2 Business Hotel in Lyon
#2 Luxury Hotel in Lyon
#4 Green Hotel in Lyon
Price Range: $162 - $306 (Based on Average Rates for a Standard Room)
Hotel Class:4 star — Hotel Carlton Lyon - MGallery Collection 4*
Number of rooms: 80
Official Description (provided by the hotel):
Be enchanted by the Carlton Lyon hotel, located on the peninsula. Despite being fully renovated in 2013, it has retained its authenticity and personality, blending contemporary comfort with sophistication. Relax in one of the 80 tastefully decorated rooms or in the cozy atmosphere of the bar. The hotel is just a 5-minute walk from the Bellecour metro stop and is the ideal base for exploring Lyon, with its opera house, museums, the St. Jean cathedral and more. Located between the Rhone and Saone rivers, the Carlton Lyon hotel was built in 1894 as a "petit palace" in Lyon. Punctuated by its forged iron balconies, dome and rotundas, its splendid Haussmann facade echoes the refinement of its historical decor. The hotel's "Signature" rooms also highlight artists who have stayed there. Travelers will appreciate immersing themselves in the splendid adornments of the many talents that have visited the hotel. ... more   less 
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Also Known As:
Accor Lyon

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