Mercure Paris Gare de Lyon Opéra Bastille

We're hoping management can help sort this out. We only want to shift the dates of our reservation because of an unexpected situation, not cancel it, but getting that changed has been surprisingly hard. There was also confusion about which booking agent we used, which slowed everything down. Our agent has already contacted the hotel, and we're still waiting for a resolution. We chose this place expecting clearer communication and more understanding.

The rooms are small and the beds aren't comfortable, but the bigger issue was what happened when I tried to extend my stay. After midnight I went to reception, showed the employee the hotel's website on my laptop, and said I wanted to keep the same room. He said I could pay. I paid 170 Euros, then he told me it was actually for a different room and that he couldn't help. I lost 170 Euros because I trusted the receptionist. I left anyway because I couldn't trust them anymore.

We got an early check-in even though we arrived before the regular time, and in the very cold weather that was a huge help. The staff were kind and welcoming, and we really appreciated it. Great customer service, good breakfast, and a great location.

The breakfast was tasty, and the waiting staff were very helpful. Everyone was friendly, too. We especially liked the comfortable Privilege room and its lovely decor. The hotel also seems to be making an effort to cut down on plastic, including the bathroom items and door key. We'd gladly stay again.