Mercure Lyon Centre Charpennes Parc de la Tete d'Or in Villeurbanne

Subject: Urgent Complaint – Request for Refund

Dear Mr. Depercin,

I am extremely disappointed with my experience at your hotel today. After traveling for 11 hours with two young children, I arrived on 09-08-25 at 15:15 expecting the quality and service I know from Mercure Hotels. Instead, I was immediately informed that the restaurant is closed on weekends — something not mentioned anywhere on your website, as your own staff confirmed. This left us without a meal option after a long journey.

I was also given a room on the 7th floor despite explaining my fear of heights. I was told the first four floors were unavailable due to renovations. Only after I stressed my extreme fear did a room on the 2nd floor suddenly become available. This inconsistency made me feel misled and unwelcome.

We were in the hotel for only five minutes before deciding we could not stay under these conditions. I was refused a refund, which is unacceptable given that the problems were due to missing and misleading information at the time of booking.

This is not the standard of service expected from Mercure Hotels. I therefore request a full refund within 7 days or an appropriate compensation. If this matter is not resolved promptly, I will have no choice but to escalate it to Accor customer services and share my experience online.

I trust you value your guests and your hotel’s reputation, and I look forward to your immediate response.