Intercontinental Lyon Hotel Dieu by IHG

Le Dôme bar alone makes the hotel worth visiting. Its vault and architecture are awe inspiring. We expected our room’s “courtyard view” to be inferior, but were pleasantly surprised by a stunning view of the basilica. The location between the Sâone and the Rhône is hard to beat for exploring Lyon on foot, with shops, hotels, and important cultural sites close by. The hotel has plenty of amenities, and the staff were extremely welcoming and helpful. The service was fantastic. This may be one of the best hotel stays we’ve had. Don’t hesitate a stay.

The hotel is beautiful, with an iconic, tastefully restored building, elegant rooms, and a wonderful location. Its design and atmosphere live up to the InterContinental name. But the service response when something actually went wrong fell well short. The water suddenly turned scalding hot halfway through my shower, and there was no cold water at all. It was clearly a plumbing or system problem. I called reception while still in the shower, covered in soap and unable to rinse properly. Instead of first helping with the immediate problem, they asked if they could send someone to “check the bathroom.” I didn’t need someone to inspect the toilet just then. I needed basic empathy, reassurance, and a practical solution, like another room, a time estimate, or at least acknowledgment that the guest mattered more than the plumbing. The response felt procedural and oddly disconnected, as if ticking off a technical checklist mattered more than helping someone under dangerously hot water. For a hotel of this calibre, the ability to handle an unexpected issue and put guest comfort first was surprisingly basic. It’s a beautiful hotel, but luxury also depends on judgment under pressure, and that was missing here.

The breakfast was the best hotel breakfast I’ve ever had. Our rooms were beautiful, with great views and impeccable decor, and the staff went above and beyond to help us feel comfortable. Definitely one of the best hotels I’ve stayed in. When we visit Lyon again, we’ll stay here.

An emergency cancellation meant I got a “credit” that could only be used at this property within six months. There was no flexibility beyond that, no partial refund, and no goodwill consideration. The room stayed unused, uncleaned, and unoccupied, but there was no discretion. The policy was followed perfectly. Hospitality wasn’t. Policies protect businesses, while judgment protects relationships.