Clarance Hotel Lille in Lille

Be careful when booking, no flexibility or support for the customer that may need to make changes. We booked to go to The Clarence in Lille and our Eurostar was cancelled. Even though this was not our fault the hotel refused to help, would not even move dates. We booked a non refundable rate which we understand. But when circumstances outside our control happen I would expect a hotel of this reported service level would try to support the customer.

The staff was super professional, kind and helpful. When we asked to change our room, the receptionist kindly went out of her way to show us several. Location is great. However:tThis hotel is part of the Relais Chateaux collection. It is expensive. But so-called comfort rooms are definitely not comfortable. Ours was perched on the top floor of a “dependance”, and, to access it, one had to take a small elevator just next to a public toilet, go to the second floor, then climb a steep stair with very narrow steps. The room was okay, but with very low ceilings – a disappointment, having spent about 350 euros a night. Unfortunately, the other rooms shown to us by the very kind receptionist were not better – a possible sign the entire “comfort” category is overpriced and definitely not up to Relais Chateaux standards. Also, I asked for porridge for breakfast and got it – however, it was done in a microwave and as a result had the texture of a rubbery lump, again something surprising for a hotel at that level.