Hôtel de la Cité Carcassonne - MGallery Collection 5 stars

Customer review rating (ALL Rating) 4.7/5 1,034 reviews

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Hôtel de la Cité Carcassonne - MGallery Collection - Image 1
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Place Auguste Pierre Pont, 11000 Carcassonne, France

Description

Hotel extras

  • A historic hotel in the heart of the Medieval City near the Château Comtal

  • A Michelin-starred gourmet restaurant for a unique culinary experience

  • Enjoy the terraces of our garden amid the ramparts

  • Relax by our outdoor pool and in our Cellcosmet and Cinq mondes spa

  • Certified ALLSAFE

Our accommodation(s)

Hotel location

Hôtel de la Cité Carcassonne - MGallery Collection

Place Auguste Pierre Pont
11000 Carcassonne
France

GPS:43.205627, 2.362696

Telephone

Access and transport

Hotel services

Check-in from - Check out up to

On site
  • Swimming pool
  • Pets welcome
  • Restaurant
  • Wi-Fi
  • Air conditioning
  • Breakfast
  • Bar
  • Meeting rooms
  • 100% Non Smoking Property
  • Room service
Near the property
  • Car park

Our guest reviews

Our guest reviews

100% genuine reviews from our guests

Find out more

ALL Rating  4.7/5  1,034 reviews

TripAdvisor Rating  4.5/5  2,386 reviews

Certificate of excellence 2025

Customer review rating 4.0/5

Olly D. Families - Confirmed reviews ALL

Scored 8 because we were disappointed with breakfast & didn't feel it was to a 5* standard. The table wasn't set apart from the cutlery wrapped in a napkin being dropped at the table when we sat down. There were no side plates, butter of breakfast jams which we had to ask for. There was only one bowl at the cereal station and no fresh fruit which we'd expect. The €5 premium for the poached eggs & avocado seems unnecessary, again not what we'd expect from a 5* hotel. Another small but annoying shortfall was, there was no bottle opener in the bedroom. When we asked for one, the porter arrived to the room, opened the bottles and took the opener away which meant we had a repeat performance the next day.

Dear Olly D., Thank you for taking the time to share your feedback regarding your recent stay at our hotel. We are pleased to hear that you enjoyed our great location and lovely atmosphere. However, we regret to learn that your breakfast experience did not meet your expectations for the 5-star standard we strive to uphold. Your comments regarding table settings, the availability of items at the cereal station, and the pricing of certain menu items have been noted and will be reviewed as part of our ongoing efforts to enhance guest satisfaction. Additionally, we understand that the absence of a bottle opener in your room was an inconvenience. We appreciate your patience in this matter and will ensure our team is informed to prevent similar occurrences in the future. Once again, we thank you for your valuable insights, and we hope to have the opportunity to welcome you back for an improved experience. Best regards, Xavier Lablaude, General Manager

Customer review rating 5.0/5

Scott B. Couples - Confirmed reviews ALL

Absolutely magical hotel. And the staff is INCREDIBLE. (long review, sorry, but there are so many good things to say) What you see in the photos of Carcassonne perfectly represents this fairytale-like town...and the hotel is in the MIDDLE of it. I don't need to go into how mindblowing this city is--the photos and reviews speak for themselves--but our experience at this hotel requires the most effusive, affectionate review... First and foremost, the hotel staff: My wife chose to come to this city for her birthday and have a truly memorable experience. While we're not used to nice hotels, but we decided to go all out for her special day. It was 1,000% worth it. Not only were we staying in a freaking castle, but we received the absolutely BEST care from the staff. Shout out to Sophie, Clemence, and Patricia, who treated us with the best, most genuine care. They made us feel so special and took a real interest in our experience. They truly elevated our stay and we could not have been happier. We felt SO lucky to have such an amazing, kind staff making our visit the best it could be. The hotel: The hotel is beautiful, unique, charming, and elegant. Everything about the hotel is ideal and we couldn't be happier. It's INSIDE THE MEDIEVAL CASTLE. The moment you walk out the main entrance, you're greeted by the jaw-dropping Basilique Saint Nazaire. There are tons of adorable shops and incredible restaurants. Enchanting cobblestone streets, surrounded by ancient city walls and towers. It's other-wordly. The views from the terrace look over the towers, bridges, the city, and basilique. It's truly magical. The room was impeccably clean and spacious. The bed was super comfortable and the pillows were particularly cozy. The housecleaners did a perfect job and refilled everything. We couldn’t have asked for a better, cleaner, well-run hotel. If you have a chance to stay here, it's a must. Thanks to the whole staff for making this a once-in-a-lifetime experience.

Dear Scott B., Thank you for sharing your delightful experience at Hôtel de la Cité Carcassonne - MGallery Collection. It is heartwarming to know that you and your wife had such a magical stay while celebrating her birthday. We appreciate your kind words regarding our staff, and I will make sure to pass along your compliments to Sophie, Clemence, and Patricia. Their dedication to providing exceptional service is truly commendable, and it is gratifying to hear that they contributed to your memorable experience. We are pleased that you found our hotel to be beautiful, clean, and spacious, embodying the charm of the medieval castle surroundings. It is our goal to ensure that every guest enjoys their stay in a comfortable and enchanting environment. Your positive remarks about the cleanliness and elegance of the hotel are greatly appreciated, as our team takes great pride in maintaining high standards. Thank you once again for your generous feedback. We look forward to welcoming you back in the future for another unforgettable stay. Best regards, Xavier Lablaude, General Manager

Have dinner here and take in the beauty of the hotel, but don’t stay here.

TripAdvisor rating 3.0/5

Trail22550032254 TripAdvisor review

This wasn’t a good experience I’m sorry to report. We were picked up at the offsite parking lot by a man who worked for the hotel. The car was filthy. The man gave us history as he drove us to the hotel which was nice- but he stayed close to us at check in and continued his lecture. He followed us up to our room, came in and talked about the area. We were tired from traveling and simply wanted quiet. Very awkward. As for the hotel itself, It is utterly gorgeous. The location, the lobby, the library, the dining room, and the rooms are all beyond beautiful. The issue we had was with the staff. Besides Sophie, and a couple members of the wait staff, the experience was quite cold. This was the only hotel on our weeks long journey where we came across rudeness. Sadly we don’t endorse this beautiful hotel.

Customer review rating 2.5/5

Zeiad S. Families - Confirmed reviews ALL

Positives: The location is exceptional. We loved that the Shops and restaurants were just minutes away on foot, making it easy to explore. The upgrade was appreciated and added a nice touch to the stay, thank you for that. Negatives: Staffing was a major issue, hardly anyone around, and no one at the front door or desk when needed. We weren’t told how to reach the operator by phone from the room, which added frustration. Room cleanliness was way below expectations; housekeeping missed several areas in both the room and bathroom. There was a dead lizard on the floor the entire time and it was not cleaned up. The bed was very firm, not a good rest. Parking was inconvenient and felt like a chore every time. Dining: La Barbacane, was one of the worst dining experiences we’ve had. While the service and sommelier were fantastic, the food was very disappointing and overpriced. We barely ate most of it yet paid €500 for what felt like a shocking experience. I don't know how the chef did not acknowledge plates being returned untouched. The fish was old and pasty. Overall, I felt safe and comfortable, but it’s surprising that such a highly regarded property struggles with basic service, cleanliness, and dining quality. I would never pay this much again, if i return.

Dear Zeiad, Thank you for taking the time to share your detailed feedback about your recent stay with us. We truly value your comments, as they help us identify areas where we can improve and ensure we meet the high standards our guests expect. We’re delighted to hear that you appreciated our exceptional location and the convenience of having shops and restaurants just minutes away. We’re also pleased that you enjoyed the room upgrade—it’s our pleasure to add a special touch to your stay. We sincerely apologize for the issues you encountered during your visit. The concerns you’ve raised regarding staffing, cleanliness, and dining do not reflect the level of service we strive to provide, and we take your feedback very seriously. Staff Availability: We will reinforce our front desk presence and ensure that essential information, such as how to reach the operator from your room, is clearly communicated to all guests. Cleanliness: The presence of a dead lizard in your room is completely unacceptable. We are reviewing our housekeeping procedures to prevent such oversights in the future. Comfort: Your comments about the firmness of the bed have been shared with our team, and we will address this to improve guest comfort. Parking: We understand that parking was inconvenient as access inside the medieval city is prohibited which is a challenge but understandable for safety concerns. The hotel does provide a shuttle service to and from the parking in an electric car. Dining Experience: We are deeply sorry that your meal at La Barbacane did not meet your expectations. Your feedback regarding the quality and pricing of the food has been shared with the chef and the restaurant team. We are committed to ensuring that every dining experience is exceptional. Your safety and comfort are our top priorities. We regret that your stay did not live up to your expectations and appreciate you bringing these issues to our attention. We hope you will give us the opportunity to welcome you back and provide a much more enjoyable experience. Please don’t hesitate to reach out if you’d like to discuss your stay further or if there’s anything we can do for you. With our sincere apologies and gratitude, Xavier Lablaude General Manager

Customer review rating 5.0/5

Victoria D. Couples - Confirmed reviews ALL

Our stay was only for one night but the hotel manager and reception staff were extremely attentive and helpful. The manager met us at the car park and guided us to the hotel. The receptionist helped us find a usb adapter to charge our phones when we realized that we had lost ours. She also made an excellent restaurant recommendation for dinner at the nearby brasserie.

Dear Mrs. D., We very much appreciate your comments regarding your stay at the Hôtel de la Cité Carcassonne - MGallery Collection. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Xavier Lablaude, General Manager

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Other web-users rate our hotel

  • 572 reviews 9.6/10 Location
  • 610 reviews 7.8/10 Room
  • 856 reviews 8.8/10 Service
  • 5 reviews 7.9/10 WiFi
  • 269 reviews 8.9/10 Amenities
  • 267 reviews 8.1/10 Breakfast
  • 94 reviews 5.7/10 Cleanliness
  • 91 reviews 7.6/10 Bar

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Price from: 1 night for 1 person in the room category identified within the same price range, excluding additional services and breakfast. This refers to the lowest public price, including all taxes (Some taxes may be payable on arrival at the hotel (for example, tourist tax), depending on current local regulations.) for the accommodation concerned, found on https://all.accor.com/ site today, for a one-night stay in the next 20 days. Varies according to period and availability. The price is only guaranteed at the time of booking. All bookings (foreign) are payable in the local currency where the hotel is situated. Only the amount confirmed during the booking in the hotels local currency is guaranteed. An estimated conversion in your local currency may be given for reference but is not part of the contract. Your bank may charge you bank fees and/or exchange fees at the time of payment.