Hôtel de la Cité Carcassonne - MGallery by Sofitel

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TripAdvisor 2049 Reviews

  • Not quite perfect

    Not quite perfect

    by gordone307 on 2020-09-05 08:20 am

    We stayed two nights to celebrate a birthday and wedding anniversary and the hotel was advised of this before our arrival. The welcome was good and the private parking and shuttle was much appreciated - that said, we were not advised of the 20 euros per day charge and only found out when checking our bill on departure. The hotel is in an excellent position within the town walls and tucked away from the madding crowd- with its own delightful gardens ideal for aperos. We had a tour of the hotel by Jean-Jacques who was lovely. We had a superior room that had lovely views of the garden and ramparts - the room was sufficiently large but not capacious with a reasonable ensuite. We noted that there was no Illy coffee machine in the room, contrary to the website details - instant coffee sachets for a 5* hotel is unacceptable. I popped down to Reception to explain this but they said that only suites had Illy machines. I apologised and suggested that I had made a mistake, but on returning to the room and checking the website again (by the way, the wifi is excellent) - I was correct but the reception staff would only accept this by me showing them the website with the info in view. Within minutes a Lavazza machine arrived but later found that it leaked and it was replaced speedily thereafter. COVid19 safety steps were excellent and all staff were considerate. We loved having pre-dinner drinks in the gardens. On Sandy's birthday the room was decorated with balloons and we were presented with a bottle of champagne - a nice touch. On the second night we reserved a table in Le Barbacane Restaurant to celebrate our double anniversary. We were amazed that there was no dress code as some diners wore beach ware or even track suits. The staff there were outstanding, especially Hugo, Marina, Bozar & Fabrice - who were particularly engaging and efficient. The various courses certainly sounded inviting but a couple were disappointing- the sea bass was rather tasteless, the duck breast tough and sinewy and filet de beouf was so miniscule that it should not have been described as the main ingredient as it was surrounded by shredded beef cheek - all very tasty but insultingly small. The star of the show were the oysters in jelly - absolutely gorgeous. We mentioned the duck to the staff but were advised that this was normal for duck breast - which we know is false as we live in the Lot, famous for its duck. On checking out - we were charged for 4 breakfasts that we had not taken.


  • Could be a lot better, quite disappointed

    Could be a lot better, quite disappointed

    by K_T on 2020-08-28 10:13 am

    Meet and greet at the private car park through to the hotel is very good and speedy. Checkin was efficient and helpful.
    The room - 302 - was spacious enough for a couple with a good size bathroom and separate W.C. There is a useful fridge in the room, along with tea and coffee making facilities. There's ample wardrobe space with hangers, and a secure safe. The bathroom had a really good shower over the bath and a nice selection of toiletries, bathrobes and slippers. The only downside to the room was there was no balcony to sit out on. The view however from the room was fantastic, overlooking Carcassonne.
    Breakfast was average - food is left uncovered so does get flies on it. The hot buffet took a long time to be replenished when low. Receiving pastries and bread on the table was not consistent unless you asked for them. The service overall was not good - very slow and they seemed very rushed.
    The library bar also was poor service - no one serves you unless you call them over or wait at the bar. The drinks menu being online is also not helpful when you don't have a smartphone.
    The pool area is clean and tidy but sun beds availability is limited. There is a bar by the pool too but again service is not proactive - you have to find a member of staff to ask them for a drink or snack.
    Finally we did try the lunchtime menu in the Michelin star restaurant - fortunately it is very low priced otherwise we would not of been happy. The food lacked flavour, the shrimps had not been deveined, the main course fish was very undercooked. Compared to some of the local small restaurants it was poor. Food and drinks in most of the nearby restaurants are cheaper and much better quality.
    Checkout from the hotel was quick and efficient however we then waited 20 minutes for our luggage to arrive at the private car park.
    In summary we wouldn't return to this hotel but would return to the local and surrounding area.


  • Very good but overpriced

    Very good but overpriced

    by santpedor on 2020-08-16 00:51 am

    The situation is magnificent but rather a long walk from the free car park.We felt that the hotel is somewhat "faded glory" as our room was nothing special considering the price.We have stayed in much better for much less.
    The most attractive part of the hotel is the garden.The staff were "correct" but not particularly helpful and friendly.


  • Receptionists are not competent to do the job

    Receptionists are not competent to do the job

    by moraira on 2020-08-13 12:22 am

    This was a major problem about large sums of money

    When we arrived, I was asked to sign 900EUR away on my card - I assume that they thought I would run off without paying. I pointed out that I had paid in full for room and breakfast for our two nights, and that I was unlikely to run up 900EUR for food and drink. I refused to sign, and with very bad grace the receptionist reduced it to 200EUR

    When I checked out they wanted to charge me 400EUR for all sorts of things that either we had never had, or were included in our room rate. It took reception FOUR bills to get the correct charge down to about 100EUR

    The inept receptionists did not apologize, but each time I pointed out errors , just printed out another bill

    We also had problems with service on the Terrace - where I ordered tapas and a bottle of wine - the waiter forgot the tapas.

    There is little point in the manager who replies to reviews here saying that such problems will be discussed with the "team". Such basic errors on billing are beyond redemption !

    The hotel management should realise that overcharging is about the worst sin a hotel can commit. I do not think that I would stay there again


  • Short stay in Carcasonne

    Short stay in Carcasonne

    by J5883SNmikew on 2020-08-09 06:32 am

    Magnificent hotel ! .. full of charm and character and the rooms are spacious and comfortable. We throughly enjoyed our stay here and the staff were exceptionally nice to us. If you require the restaurant , you need to book in advance , we were lucky and got a cancellation and the food may have the best I have ever had ! ...


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