Mercure Lyon Centre Saxe Lafayette

I was surprised when the room service and the bar refused my request to bring me two empty glasses for wine and a key for the bottle to my room. I tried kindly to understand the reason behind their refusal but they insisted that I have to get down to the bar to take the glasses and to get the bottle opened ! I called the reception explaining what happened and trying to seek their assistance to resolve this issue of communication. The reception staff recorded my request but did not get back to me, and when I called the reception again , she repeated what I previously heard from the room service/bar that they can not bring me the glasses to my room , and that I have to get down to get them my self. I was surprised of this treatment especially that I saw in many hotels where I stayed through booking.com that such a request had been always welcomed and assisted by the staff of the hotel. I was very kind , and calm in my request , and I repeated in English several times but the responses of the staff of this hotel were very disappointing. I do not know the reason.