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.

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 .

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?