Res. Lyon Dock Ouest, Lyon, Studio for 2 Pers

We’d traveled half an hour to get there, only to be turned away. The employee shut off the lobby lights and said there were no rooms, even though availability was shown online. He was very rude.

We had to wait outside for two hours before the receptionist finally let us check in. When we arrived, he told us to leave the lobby because he wanted a break. He said hotel rules meant we couldn’t check in whenever we wanted, and we couldn’t wait inside until check-in time. When I questioned him, he became rude and insisted we leave. The room was dusty, there weren’t enough towels for two people, and the water was so cold we couldn’t shower. One of the worst hotel experiences I’ve ever had. I wouldn’t recommend it at all.

We booked through a third party and were told a service dog wasn’t considered a pet, with no extra charges. I didn’t mind paying 11 EU a day for parking, though I thought it was expensive. The hotel is in central Lyon, but it was far from the things we wanted to see and do. The one nearby plus was Brasserie L'Ouest. The manager was rude and condescending about our service animal and didn’t understand the French law from 2005. Although the hotel allows pets, they wouldn’t clean the room when the service dog was there. During our five-day stay it was cleaned just once, the sheets were never changed, and the garbage wasn’t emptied. I can’t recommend this place because of the management and their lack of understanding of the law or the medical support and awareness a service animal provides. Our dog can fly business class around the world free of charge, but not stay at this three-star hotel. Shame.

They took $200 from me and never gave it back. The rooms were filthy, and when I arrived, someone else was staying in mine and everything was a mess. I didn’t get a refund. They leave keys out on the street, so literally anyone can get into your room. This felt like a scam.