Hôtel de la Cité Carcassonne - MGallery Collection 5 stars

Customer review rating (ALL Rating) 4.7/5 1,047 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  1,047 reviews

TripAdvisor Rating  4.5/5  2,385 reviews

Certificate of excellence 2025

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

Customer review rating 5.0/5

Becky L. Couples - Confirmed reviews ALL

So fun to stay inside the walls of the old city of Carcassonne. Had a great time with family, loved our room with terrace and full panorama of the lower city...and a wonderful dinner in the beautiful restaurant. Service for both dinner and breakfast was top notch. Highly recommend.

Dear BECKY L., 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

Customer review rating 5.0/5

Kathy S. Solo - Confirmed reviews ALL

Solo female traveller. Stayed for three nights in early November. The hotel exceeded my expectations. All staff were very helpful and professional. It was great to stay in the castle hilltop area surrounded by the walls. Shops and restaurants/cafes were easily accessible.

Dear Madam, Thank you very much for your warm review of your stay at the Hôtel de la Cité Carcassonne - MGallery. It's a real pleasure for us to read your compliments and to see that you had an excellent time with us. Your positive comments are the best reward for our dedicated team, and we will share them with enthusiasm. We look forward to welcoming you back to our establishment. Please accept, our warmest regards. Yours sincerely, Xavier Lablaude, General Manager.

Beautiful Hotel

TripAdvisor rating 5.0/5

Y586YJchristinec TripAdvisor review

The hotel is situated in a fortress (that's how we can explain it to Americans), it's beautiful, and we were well accommodated. It was off-season so the crowds weren't too bad. Beautifully located next to an ancient Church where St. Dominque preached! If you are American and like the old France, go!

Dear Madam, Thank you very much for your warm review of your stay at the Hôtel de la Cité Carcassonne - MGallery. It's a real pleasure for us to read your compliments and to see that you had an excellent time with us. Your positive comments are the best reward for our dedicated team, and we will share them with enthusiasm. We look forward to welcoming you back to our establishment. Please accept, our warmest regards. Yours sincerely, Xavier Lablaude, General Manager.

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Other web-users rate our hotel

  • 577 reviews 9.6/10 Location
  • 620 reviews 7.8/10 Room
  • 873 reviews 8.7/10 Service
  • 5 reviews 7.9/10 WiFi
  • 275 reviews 8/10 Breakfast
  • 274 reviews 8.8/10 Amenities
  • 93 reviews 5.3/10 Cleanliness
  • 85 reviews 3.3/10 Value

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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.