La Citadelle Hotel Metz - MGallery Collection

A former military stronghold from 1558, this is an amazing hotel located 5 minutes from the historic town center. My room was huge and nicely decorated with a very comfortable bed. Nice views to the park across from the hotel. Friendly and helpful staff. Nicola was especially helpful and even gave me a short history of the town. One of the most unique hotels I’ve ever stayed in. The rooms are impeccably clean and very reasonably priced. Quiet and peaceful. Highly recommended.

A pleasant hotel in a quiet green area of the city.||||Very close to everything - the city centre, cathedral, river etc||||Room was pleasant - we booked the suite ... it's not really a suite, just a large room with large sitting area, but nice enough. Welcome gift of a small bottle of apple juice and some nuts. A small pot of bath salts in the bathroom which was nice - only enough for one bath though, and they were not replaced which was a shame. Some of the furniture is looking rather scuffed and tatty ||||The hotel has no leisure facilities, but I think you can use their bikes (though no one at reception explained this). There's also a lovely recreation ground nearby ||||The main issue for me was the attitude and behaviour of a few staff. On the last day at breakfast, three members of staff just stood chatting at the bar rather than serving the two customers in the restaurant at that time. When they did stop chatting and walk around, they made a point of avoiding eye contact. After waiting half an hour to request a second coffee, I gave up - went to reception and asked to speak to a manager, but was told 'there are no managers at this time' (7.30 in the morning ... odd not even a duty manager). The receptionist did say she would log the complaint with a manager though.||||When I checked out later, the same receptionist said she had told the manager and pointed to him stood nearby. He however didn't bother to speak to me and just carried on his conversation with another member of staff.||||Other than the breakfast staff on the last day, there were other staff who spent a lot of time chatting, wandering around aimlessly and always avoiding smiling or chatting to customers. One particular very tall gentleman ignored me on so many occasions that I lost count ... the general manager needs to get all staff engaged more in customer service and to address complaints with the guest||||A final issue that I've never encountered before is I generally email the hotel in advance to request late checkout if available (a Gold member benefit). The reply I got was effectively just a 'no' ... not even 'we can check on the day for you' - I queried this and a reception manager replied and said it was because they didn't have many suites but was prepared to let me stay until 1pm. Unfortunately, when I checked in the receptionist failed to honour the request and said I had to checkout by 12!||||Could be an excellent hotel but a few staff let it down

There weren’t many hotels in the area that were available for one night’s stay. There was parking outside the front door but the luggage had to be carried down some steps to get to the check-in. There we found a young lady who spoke some English and we were able to our room using the elevator.||The room had a large bed and a table and chairs but little room for the suitcases. We had a restful night.

We really didn’t expect the hotel to be located in such a beautiful park. Surrounded by historic buildings. Accor have converted a sticking period building, the former Citadel into a very welcoming and well run hotel. Stylish decor. Well designed and equipped rooms with very quiet and efficient air conditioning. Very professional and welcoming receptionist. We would recommend dining at the hotel. A very good fixed price menu is available. Our only reservation is that the hotel does not have a decent convivial bar area. We will definitely be exploring further Accors MGallery portfolio of hotels .

Rooms were large comfortable and very relaxing. Service was excellent. The hotel was perfectly situated for walking around the city centre.

Let me summarize my experience as a little story.||Part 1. I book a room in this hotel for a part of the anniversary trip with my partner; the booking is through the Accor website, with a prepaid rate, I am informed that the cost will be charged sometime before my arrival, I make a mental note about that and continue with my life. ||
Part 2. We arrive at the hotel, are greeted by the coldest receptionist ever (I speak French to them, I am a Platinum member of Accor, yet I am treated with a mix of indifference and disdain I rarely see). We are informed that the hotel never charged the prepaid rate before our arrival but rather want to block a rather substantial amount on my card "for the room and incidentals". OK, this feels a bit 1990s, but what can we do. ||Part 3. The morning of our arrival I receive an automated email with the bill which indicates an extra breakfast in addition to the rate including breakfast! On the way to breakfast I stop by the reception and inquire about it. The first reaction of the receptionist "but you booked a room for one person!". I show them my booking confirmation indicating a booking for two persons, they examine their system and grudgingly admit that my booking is for two people and they need to amend the bill. At no point during this conversation there is any apology, despite the error in the billing system and accusing me of making a mistake! ||Conclusion. This disrespect is completely inappropriate: if a Platinum member of the network of the hotels to which you belong says that there is a mistake on the bill, your first reaction should be "let me double check everything for you" and not "it is your mistake" - I am sure that some people would be intimidated into paying extra this way! Next, once you confirm that there is a mistake, some humility and an apology are necessary. As a side note, greeting the arriving guests begins with a smile and not with demanding to block 250% of the rate on the credit card. ||Otherwise, the hotel is quite lovely. The rooms are pretty, the beds are comfortable, the bathtub is relaxing, the breakfast is copious and delicious. But if you mix this with stressful moments and bad attitude, all that loveliness gets a bad aftertaste, doesn’t it?

While our GPS led us round in circles, once we were checked in we were delighted with this accomodation. Our Junior Suite was spacious and comfortable, in this most attractive hotel, in its park like setting. Just a few minutes walk to the centre of beautiful Metz, and with first class facilities, we hope to return.

Let me summarize my experience as a little story. Part 1. I book a room in this hotel for a part of the anniversary trip with my partner; the booking is through the Accor website, with a prepaid rate, I am informed that the cost will be charged sometime before my arrival, I make a mental note about that and continue with my life. Part 2. We arrive at the hotel, are greeted by the coldest receptionist ever (I speak French to them, I am a Platinum member of Accor, yet I am treated with a mix of indifference and disdain I rarely see). We are informed that the hotel never charged the prepaid rate before our arrival but rather want to block a rather substantial amount on my card "for the room and incidentals". OK, this feels a bit 1990s, but what can we do. Part 3. The morning of our arrival I receive an automated email with the bill which indicates an extra breakfast in addition to the rate including breakfast! On the way to breakfast I stop by the reception and inquire about it. The first reaction of the receptionist "but you booked a room for one person!" I show them my booking confirmation indicating a booking for two persons, they examine their system and admit that my booking is for two people and they need to amend the bill. At no point during this conversation there is any apology, despite the error in the billing system and accusing me of making a mistake! Conclusion. This disrespect is completely inappropriate: if a Platinum member of the network of the hotels to which you belong says that your billing system made a mistake, your first reaction should be "let me double check everything for you" and not "it is your mistake" - I am sure that some people would be intimidated into paying extra this way! Next, once you confirm that there is a mistake, some humility and an apology are necessary. Finally, greeting the arriving guests begins with a smile and not with demanding to block 250% of the rate on the credit card. Otherwise, the hotel is quite lovely. The rooms are pretty, the beds are comfortable, the bathtub is relaxing, the breakfast is copious and delicious. But if you mix this with stressful moments and bad attitude, all that loveliness gets a bad aftertaste, doesn’t it?