Hôtel de Lille

I recently stayed at this hotel during the Para Olympics, drawn by its advertised wheelchair accessibility. Unfortunately, my experience fell short of expectations.

Upon arrival, we encountered a step leading into the lobby, making entry difficult. I later learned that a ground floor room for disabled guests was available, but it required contacting the hotel ahead of time to secure it. This option was not made clear on Booking.com, where there was no specific way to request a disabled access room. As a result, my mother, who has limited mobility, faced unnecessary challenges. The lift was too small for her standard push wheelchair, forcing her to leave it in the lobby and walk with assistance to our room, which contradicted the notion of “wheelchair accessibility.” Additionally, accessing the breakfast hall in the basement was also a struggle, as it was unsuitable for wheelchair use.

When I raised these issues with the staff, they refused to apologise for the inconvenience and stress caused, which was disappointing.

Regarding breakfast, the continental selection was underwhelming, and the hot water for tea was tepid from the machine, making it difficult to enjoy a proper cup. Furthermore, the service from the staff was not friendly.

I also noticed an unexplained €25 charge on my card after checkout, which turned out to be for the city tax—information that was not made clear upon arrival. I hope other guests are made aware of this charge in advance.

I hope the hotel reviews its accessibility standards and improves both the quality of service and communication for future guests. Unfortunately, I cannot recommend this hotel for those requiring true accessibility.