citizenM Paris Gare de Lyon in Paris

Deeply disappointing experience -- hoping management will make this right.

The most troubling part of my experience with this hotel was the complete lack of customer care. When my flight was delayed and I missed check-in, I called immediately to explain the situation. I was only about an hour outside the modification window, and the hotel still had rooms available, yet staff refused to offer any flexibility, assistance, or understanding. There was no empathy or effort to help -- they only cared about keeping the payment rather than the guest experience. Their indifference to my situation was truly astounding.

As for the room itself, it was much smaller than the photos suggest and far below expectations. The sink was located outside the bathroom, and the shower had no mat or anti-slip surface -- I nearly fell. There was also noticeable noise from the hallway and the street, which made it hard to relax.

While the location is well connected by transit, it’s in an area that feels unsafe to walk around at night. Overall a poor value and experience.

I genuinely expected more from citizenM. I hope management will review this feedback seriously and offer a fair resolution, ideally a refund for the night I couldn’t use due to circumstances beyond my control.