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“A great way to experience Carcassonne”

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Best Western Le Donjon Les Remparts
Ranked #5 of 39 Hotels in Carcassonne
Certificate of Excellence
Tours, France
Level Contributor
188 reviews
23 hotel reviews
common_n_hotel_reviews_1bd8 132 helpful votes
“A great way to experience Carcassonne”
Reviewed 5 July 2014

It was such a wonderful experience to stay within the city walls and enjoy the view of towers and cobbled streets from the bedroom window. We stayed in a suite located in the main building "Le Donjon" (the hotel is separated into 3 different buildings). The room was beautifully decorated in a perfect mix of old and new and was very clean. Bed was comfortable and we slept like babies, we heard no noise whatsoever! Bathroom was equipped with both bath and shower but shower door didn't seem to close properly so floor got very wet very quickly. Air conditionning was a huge plus! Breakfast was lovely, a lot to choose from and everything was constantly refilled.Wifi was good but public computer extremely slow!! We appreciated the hotel transfer from the free car park. For those who have read that the ride is not comfortable and are worried about that then try and take the surroundings into account : the streets are cobbled and it's hilly so it's going to be a little bumpy and the streets are heaving so it is not easy to drive there either...We found our driver very pleasant and the ride is only a couple of minutes. Staff was very polite, professional and friendly, only critique would be a slight lack of information in general at the reception desk. Apart from the night receptionist who had some great tips on what to see and where to eat nobody else really advised us (we were given wrong info on more than one occasion) and we were often referred to the tourist office. Also slightly dissappointed that we were only informed on check out (because we asked and weren't sure) that as customers of Hotel le Donjon we were allowed free access to the swimming pool at "Hotel La Cité". We feel that this should have been mentionned upon arrival. Other than that though it honestly is a lovely place to stay and experience Carcassonne. I would definitely go back.

Room Tip: Check in advance which building your room is located in to avoid being surprised upon arrival.
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  • Stayed June 2014, travelled as a couple
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Helpful?
2 Thank mel1637
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Traveller tips help you choose the right room.   Room tips (193)
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English first
dublin, Ireland
Level Contributor
20 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 8 helpful votes
Reviewed 1 July 2014

welcoming staff and a cool room on a hot and dusty day, right in the centre of the old city it is a fun experience surrounded by restaurants and ruins. By evening there was thunder and torrential rain and we sat in the lovely lobby and listened to the rain on the cobble stones.

  • Stayed June 2014, travelled with friends
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Helpful?
1 Thank Dunboynestar
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
PA
Level Contributor
37 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 22 helpful votes
Reviewed 29 June 2014

From my 2 weeks in France THE ONLY ONLY ONLY night I was able to sleep was in this hotel. It was clean, cool, beautiful PERFECT!!!!! Until then my trip was pure misery unable to sleep between grossed out by uncleanliness and the crazy hot humid sticky rooms everywhere else.

  • Stayed October 2013, travelled solo
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    • Cleanliness
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Helpful?
Thank wingeddiamond
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Stirling
Level Contributor
12 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 5 helpful votes
Reviewed 27 June 2014 via mobile

We stayed in a classic room which is the cheapest. These are all situated in an annex of the main hotel, which we felt should be made very clear when you book. Our room was small and cramped. The door was scuffed. The furniture was dated and scratched. We looked out onto a car park .
However, the hotel is very conveniently located and the bathroom was adequate.
The main hotel was nice and the garden rooms did look lovely but we felt very much second class citizens.

Stayed June 2014, travelled as a couple
Helpful?
Thank Helen B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
BW_hotel_donjon, Responsable réception at Best Western Le Donjon Les Remparts, responded to this review, 2 July 2014
Dear Customers,

We thank you for taking the time to write us regarding your recent stay in our hotel.
Thank you for your kind comments for our location and our garden.
I have taken in account your remarks about the room and passed on my technical services. I feel very sorry that you did not like your room and that I was not informed on time. We have staff permanently at the desk, available to help you during your stay
I ask you to believe that we pay a particular attention to each of our guest , they are of extreme importance to us , and all our team do its best to satisfy our customers and maintain the high standards of service expected.
We sincerely hope to welcome you again in our hotel in order to provide you a superior experience.
Best Regards
EM
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Stuttgart
Level Contributor
12 reviews
3 hotel reviews
Reviewed 18 June 2014

If you are booked into this hotel, you are in for a unique experience when you park your car outside the Cité walls and jump into the hotel shuttle (all very easy, at the entrance to the parking lot just state your hotel and your name, they will find your reservation and you'll get a lift immediately) - no once else is allowed to drive within the Cité! We were lucky to get a room in the main house, a lovely garden room facing a lime tree. The garden is lovely and a few people were quietly enjoying sitting there. Since we staid only one night, the room was spacious enough, so was the bathroom - air conditioning worked fine and the bed was great. We would definitely go there again - the main reason was that we wanted to be able to stroll around after the crowds had left, and this is definitely worth it.

The only reason why we did not give full points was that at 7 a.m. the fire alarm in our bathroom went off for no apparent reason. It took us some time to get our bearings, calling the desk only got us an answering machine in French (!) and when my husband finally arrived at reception, the guy who had just come on duty was as confused as we were. Later it transpired that obviously someone had somewhere smoked in the bathroom, but in a real emergency...

Room Tip: Garden rooms are terrific and very quiet, we even had a small terrace to sit outside.
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  • Stayed June 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Orcagna
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
BW_hotel_donjon, Manager at Best Western Le Donjon Les Remparts, responded to this review, 19 June 2014
Dear Customer

Thank you for taking the time to share your comments regarding your stay in our Hotel Le Donjon.

I am sorry you had encountered a technical issue with the fire alarm in your bathroom at 7:00 am. Smoke of cigarette was detected. Unfortunetely, as it was next of your room the alarm warning switched up also.
Anyway, Thank you for your comments for our location .Our staff is truly passionate about providing attentive and constant service. They will be pleased to read your comments.

We will be happy to welcome you again in our hotel.
Yours sincerely,
HeP
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Leeds, United Kingdom
Level Contributor
10 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
Reviewed 16 June 2014

I booked this hotel the day before with a friendly receptionist who gave me what I thought was a good price including breakfast for a privilege room. I was not asked if I wanted to book dinner or advised that there was parking we could pay for. We arrived at the car park which was used by all hotels and were picked up by a small car which gave us an uncomfortable ride. When booking in I asked to book dinner in the restaurant and I was told it was full. We went back to reception later and asked them to book us dinner anywhere they could find. We were not told what was happening and had to ask again. Eventually something was booked for us but not the standard we expected of a 4 star hotel. We were shown to a room which I did not think rated privilege. The room was small and the separate toilet was the smallest I have ever seen. The bathroom had a very small bath which had a glass shower screen if moved banged into the moulded wash basin unit. There was no extractor fan and when the bathroom was used the whole room was covered in condensation and you could not see in any of the mirrors. Water from the shower covered the floor. We were in the main hotel for breakfast where the food was ok but the space around the serving area was impossible. When I checked out of the hotel and tried to explain some of the problems staff were not interested. The car was called for us and we set off but not back to our car but to pick up 2 other people at another part of the hotel. That was 5 people in a 4 seater car with 4 seat belts. An uncomfortable when I banged my head on the roof handle at least 3 times. I would not recommend the hotel to a friend and had begun to wonder who was writing the glowing reports on trip advisor.

  • Stayed May 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank lynette w
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
BW_hotel_donjon, Manager at Best Western Le Donjon Les Remparts, responded to this review, 19 June 2014
Dear Customer
Thank you for taking the time to write about your recent visit to our hotel.
Before anything else please accept our sincere apologies for the annoyances that you had to put up with while you were staying with us. We truly regret the thoughtless behaviour that led some of our staff to carry out their tasks without due consideration for the presence and the comfort of guests like you.
The management has spoken with various heads of departments to ensure that all members of staff, understand the high level of guest-oriented service we require so that such behavior will not recur.

On behalf of our entire team, I would like to apologize for not exceeding your expectations. Your satisfaction is important to us and we will be using the feedback you gave us to implement improvements to ensure we offer a better experience for guests in the future.

I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience.

Sincerely,
HeP
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Best Western Le Donjon Les Remparts

Property: Best Western Le Donjon Les Remparts
Address: 2 rue du Comte Roger | Cite Medievale, 11000 Carcassonne, France (Formerly Best Western Hotel le Donjon)
Region: France > Occitanie > Aude > Carcassonne
Amenities:
Bar / Lounge Business Centre with Internet Access Free High Speed Internet ( WiFi ) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Shuttle Bus service Suites
Hotel Style:
#3 Luxury Hotel in Carcassonne
#3 Romantic Hotel in Carcassonne
Price Range (Based on Average Rates): ££
Hotel Class:4 star — Best Western Le Donjon Les Remparts 4*
Number of rooms: 62
Official Description (provided by the hotel):
3 star hotel in the heart of the medieval citadel of Carcassonne. ... more   less 
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Also Known As:
Best Western Hotel Carcassonne
Best Western Carcassonne
Carcassonne Best Western

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