La Licorne Hotel & Spa Troyes - MGallery Collection 5 stars

Great location fab staff great spa and very comfortable

A wonderful stay at La Licorne: fantastic service, beautiful room, building full of character, great location. We thoroughly enjoyed our visit!

Very relaxing room (deluxe), quiet, clean and furnished very calmly. Great shower and mattress, all good.

My 7 times stay here and always very satisfy with the property and excellent services from welcoming staff at front desk to maintenance and breakfast staff.

Same review posted on other social channels: The hotel presents itself as a 5-star luxury property, and while there are some positive aspects, the overall experience unfortunately did not meet that standard, particularly in terms of service, safety awareness, and attention to details. The hotel features a distinctive, modern design with a strong emphasis on dark colors throughout the property. This is a deliberate aesthetic choice: you either appreciate it or you don't. Personally, for a 5-star hotel, I found the overall atmosphere rather cold and lacking the warmth typically associated with high-end hospitality. A concerning point is that design seems to have taken precedence over safety. The in-room shower and the SPA floor are dangerously slippery, requiring extra caution. In a luxury environment, safety should be seamlessly integrated into design, not compromised by it. A major issue occurred during our stay when the hotel alarm woke us up at around 23:30 on January 10th. The alarm sounded at full volume for about 20 minutes, with no communication or instructions from staff. We had to proactively call the reception desk ourselves to understand the situation, and the response was simply: “Stay in your room, it’s a false alarm" (while many guests were already outside in front of the main entrance). This reflects a clear lack of staff training and emergency protocol. Had this been a real incident, guests would have been left without guidance, which is unacceptable for any hotel, let alone a 5-star one. Breakfast was a disappointment, below expectations for a luxury property. The service appeared a bit chaotic: One staff lady running around, empty plates left on tables, and a general lack of organization. We requested two pots of coffee and received only one to share, impossible to get the attention of the staff once they delivered the hot drink. In terms of food, the offering felt comparable to Accor's mid range hotel brand, rather than a 5-star experience. Quantities were insufficient and required constant replenishment by the staff. The scrambled eggs I tried were tasteless and “swimming” in an unidentified liquid. Service-wise, staffing levels between 08:30 and 09:30 on a Sunday which is an easily predictable peak time, were inadequate. Staff reactions varied when asking for assistance, highlighting inconsistent training. The overall breakfast atmosphere was rather stressful (ie. broken bowls while replenishing the pile), than calm and enjoyable, despite seeing staff members genuinely trying their best. At check-out, there was another missed opportunity. Not a single question was asked about our stay, no apology was offered for the loud nighttime alarm, and no explanation of the invoice was provided (we're still waiting for it by email as it was said). The interaction was limited to a simple “goodbye, you’re all set,” which felt impersonal and indifferent. In summary, don't get me wrong, this is a good hotel, but not a 5-star one. Having worked in luxury hospitality for many years, I can say that the service level, especially regarding emergency handling, breakfast service, and guest interaction, does not align with luxury standards. Safety procedures should be carefully reviewed and reinforced. Additionally, I noticed a large visible stain on the bed upon check-in, which I photographed; this is unacceptable in a hotel of this category. Finally, I think the price versus overall service and quality is not justified, with breakfast price being particularly high versus the experience we had that day. With improvements in service training, safety standards, and operational organization, this hotel could move closer to its intended positioning, but at present, it falls short of true 5-star expectations. Or may be that weekend was just not the right one to stay at La Licorne? Note: We were able to get a 1h slot for spa use in the early afternoon, but we found no availability for 2 treatments we wanted (I tried to book days before arrival when making the room reservation). This was quite frustrating. At the end, the overall stay experience was not a relaxing one.