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“This hotel is a con”

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Best Western Le Donjon Les Remparts
Ranked #6 of 39 Hotels in Carcassonne
Certificate of Excellence
Reviewed July 3, 2013

I booked this hotel on the 3rd February 2013 for the night of the 28th June. This was a special trip which my wife and I had planned for a long time.
On the morning of the 28th, the Hotel called me to say that they had overbooked the hotel and would not honour our confirmed booking. Instead they wanted to put us up in another hotel outside La Cite in Carcassonne.

When we arrived at Best western Hotel le Donjon, there were a couple before us who were checking in. They had obviously paid a much higher rate than we had because we booked early. The management were prepared to refund the money we had paid four months in advance because we refused to move to the other hotel.

The reception staff were obviously embarrassed by their management's cheek. The hotel wins every time this way. They accept early bookings at low rates, when the hotel fills up, they simply transfer customers to another hotel outside the Medieval City which normally sells at a much lower rate.

The hotel wins and the customers loose.

Stay away. There are other hotels in La Cite in Carcassonne

Stayed: June 2013, traveled as a couple
2  Thank MichaelWar
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
BW_hotel_donjon, Propriétaire at Best Western Le Donjon Les Remparts, responded to this reviewResponded July 15, 2013

Dear Guest
I am really sorry to hear your dissatisfaction. We apologize for the incident and I can understand your disappointment for not have slept in the heart of the Medieval citadel..
Anyway, I would like to give you some explanation:
the 28th of June, in the morning, after a technical problem, the room which was supposed to be yours was damaged and unavailable for use. We felt very concerned about that incident, but it was completely impossible to use the room on that day. As there was no more rooms available in the Citadels hotels on that day, we organized your “dislodgment “ in another hotel, outside the walls. We booked you a superior type of room in another 4 stars hotel, located at the feet of the citadel. The room we chose was a suite, and we placed a bottle of wine as a gift of compensation into the room. This, at the same price conditions for you (not for the hotel). Then, the receptionist called to inform you about this inconvenient. She told you what happened, she apologized and she proposed you this alternative. We also propose you to drive you until the hotel.
This type of problem is extremely random, but sometimes, in spite of all the efforts we can do, incidents can arise. It could have been the case for another person, but unfortunately it was you.
For your information, the price you was supposed to paid was 140 euros, which was a special rate. On the 28th of june, the room rate we booked for you in the other hotel was 183 euros . But we announced you that price conditions was still the same. To be more specific we pay the extra to maintain you at the same price conditions, in a superior room than the one you booked before and with a gift of compensation, to apologize for the inconvenience. Is the hotel that winner ?
As you seemed still very disappointed about this proposal, she proposed you the other alternative: to refund you. This is what you chose.
Dear Mr Warrington, on behalf my entire team, once again we sincerely apologized for the inconvenience you have experienced. Be sure that we did our best to fix the situation
Best regards
Hermine PUJOL

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482 - 488 of 1,400 reviews

Reviewed July 3, 2013

Stayed for 2 nights before picking a boat up to do the Canal du Midi. What a perfect location in the heart of the medieval city. We stayed in room 2 in the main building with a great view and although room was small, it was clean and comfortable, we didn't spend too much time in there as it was fantastic to be out in the hustle & bustle of the city. Breakfast area was extremely busy, certainly not relaxing but the food was excellent with great choice. Would certainly stay at the Le Donjon if we ever go back to Carcassone. Thanks to the Front Desk staff, you were extremely helpful.

Stayed: June 2013, traveled with friends
Thank Lainiewho
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed June 25, 2013

We were on a self drive tour of Spain and France and this was the hardest hotel to check into. Only because the shuttle parking was hard to find and there was construction near the parking entrance. We checked in on a Sunday and the castle was overrun with people. The shuttle ride was exciting and I was waiting to hear the crunch on every corner...never happened the drivers are good! We stayed at the satellite hotel "The Ramparts" a stroll from the main hotel. This location gives the feel of a mid-evil city gone carnival by day and a quite tranquil city at night. We really enjoyed our stay. The room was small and clean. Our bags were taken to and from our room. Lots of good restaurants in the old city. Bought cheese and bread for lunch and ate sitting on the fountain square one day. The walled city is beautiful and the views from the ramparts are excellent. Will go back now that I know where to park.

Room Tip: Get out of your room and enjoy the city...especially in the evening.
  • Stayed: October 2012, traveled as a couple
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Thank Michael_S100_13
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed June 23, 2013

I paid for a privilege room because I wanted to stay somewhere special in Carcassonne with beautiful views of a spectacular city and the privilege appeared to offer either rooms overlooking the garden or the ramparts. On arrival at the parking area outside the walls we were told that there had been a mistake and we had been 'upgraded' to the 5 star Cite hotel at no extra cost. It seemed like a wonderful gesture and as we had travelled over four hours we decided to accept it. We were put into a room in the Cite which had no view whatsoever, small windows which looked directly into other accommodation across a narrow alleyway which the kitchen staff used all night as a smoking and relaxation area. We needed to keep the windows open as the air conditioning didn't make any impact on the heat inside the room. Not the Donjon's problem but had we been told in advance that our booking had been changed we may not have bothered travelling to Carcassonne as we had made the journey from Nice especially for the privilege of staying in a special hotel with wonderful views. My contact details should have been available through the booking process so being told about the change on arrival was not acceptable. I am sorry we did not have the opportunity to stay at le Donjon as the standard of room we had paid for would have provided better views and possible rest than we got at the Cite. My partner will submit a review on our behalf of this hotel separately.

Room Tip: Check that you actually do have a room in the hotel before making the journey and if you do get '...
  • Stayed: June 2013, traveled as a couple
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1  Thank patricia1032
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed June 20, 2013

Fully enjoyed our 1 night stay at this hotel in the old city. Were disappointed we did not have a room in the main building as our reservations were made 5 months in advance.
Our room in the other building was, however , well appointed and just a few minutes walk in the morning, for an excellent breakfast. Would suggest not using room service in the am for breakfast. Staff was generally helpful. Good value in a country with high hotel rates. Carcassonne is well worth the drive. Parking in the "mote" was easily found and, with advance reservations, the shuttle to pick us up and return us to our car was good in both directions. Reccommended

  • Stayed: May 2013, traveled as a couple
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Thank gareddg
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed June 18, 2013

The shuttle drivers are very friendly.

The main problem is that there are actually two hotels: the first one in the main building with lobby and service, and the second in another building, far away, where there is no staff at all, no active lobby (you can not even drink coffee!) And generally we felt we were working more than enjoying the city.
To enter and exit the building you need a code. We receive it in the main building, in handwritten and it was misspelled, so we found ourselves outside the hotel without any help….
In a four-star hotel you should not open yourself the front door with a code and be completely alone. After another guest open the door for us and gave us the right code, we found small and dark rooms (really not luxurious ...). In one room there was shampoo, but we didn't want to go to the main building to ask for it.
Very important issue is the parking issue: you can book parking space (15 Euros), but they do not tell you in advance that you will have to move the car between the two parking zones twice a day (into the city at 19:00, and out of the city at 10:00). We understand that these city regulations, but SAY in advance!
Of course, for both parking you need to memorize three code numbers, remember the way there and back and no one from the hotel offers help. We spoke with the driver of the shuttle; he agreed to help us traveling from parking in and out the old town, for extra payment.
In short: if you go there- make sure you are in the main building, with no car. I think you will enjoy the hotel. If they offer you the second building – do not take it!

Room Tip: beware: don't take rooms at the second building!
  • Stayed: April 2013, traveled with friends
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3  Thank iris s
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
BW_hotel_donjon, Gérant at Best Western Le Donjon Les Remparts, responded to this reviewResponded June 21, 2013

Dear Guest,
First of all I would like to thank you for sharing with us your feeling about your stay in our Hotel Le Donjon.
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 have noted that you faced a problem staying in the Rempart building, which is located a hundred meters from the main building. As it is explained in our website, and in Booking and Expedia websites, the particularity of our Hotel is that it is composed of 3 buildings. As we are in a site classified as a Unesco World Heritage, we cannot add floors one on top of the other as it is the case in hotels located in industrial zones or down town. That is why we have three mansion (Le donjon: 38 rooms, Le Comte roger: 5 rooms and Les Remparts: 18 rooms) houses which make up the hotel with the reception located in the main building.The rooms located in the annex building Les Remparts, as it is at few meters from the reception, are “classic “ rooms. Superiors rooms are located in the main building Le Donjon and in the next door building Le Comte Roger. In spite of price difference between the both buildings (Le Donjon and Les Remaprts) the services and the amenities in the rooms are the same. As it is the case in the main building, there is coffee and tea available in each room, and all the customers staying in Les Remparts are free to come and have a drink in the Bar of Le donjon or to relax in the garden.
By the way, we are about to install a self-service machine ( hot and soft drinks machine) in the lobby of the Remparts. In every room of the hotel there is a guest directory with all the information you might need during your stay. Moreover, our reception staff is available 24h hours a day for all of our guests. I sincerely regret you did not dial 9 to call reception for assistance.
Regarding the parking point, I was extremely concerned to read that you weren’t told in advance about the municipality’s rules regarding traffic inside the walls.
This official information is fundamental for us and for our guests, which is why it is written in all our website and it is the first information reception staff usually tell to our customers. I assure you that we pay particular attention to each of our guests but sometimes, in spite of the efforts we make in everyday life, incidents can arise.
Allow me to assure you that I have taken into account your remarks and your message has been immediately passed on to my team.
I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience.
Yours sincerely

Hermine PUJOL
Owner

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Reviewed June 17, 2013

We stayed for three nights. Staying within the walls was fantastic and very quiet at night. Plenty of restaurants around to eat. Good standard room and staff very helpful. We used the airport bus to gate and short walk to hotel.
Bike hire good to go along canal. We hired a car to get to Montsegnur in the hills... Worth visiting especially when quiet.
Best to go ahead of main summer crowds... We stayed Thurs to Sun.
Young boys would love the place and have loads of fun playing "knights" etc... Worth taking them!!

Room Tip: Room 4 lovely and quiet... Good space as well.
  • Stayed: June 2013, traveled as a couple
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Thank GrahamandRachel_42
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
BW_hotel_donjon, Owner at Best Western Le Donjon Les Remparts, responded to this reviewResponded June 18, 2013

Dear Customer

We would like to thank you for taking the time to leave a review and are extremely pleased to hear that you enjoyed your stay at the hotel Le Donjon, unique 4 stars hotel in the Medieval Citadel.


Your satisfaction and your comments are an encouragement to us in the pursuit of making each stay a memorable one.


We look forward to the pleasure of welcoming you back to the hotel Le Donjon in Carcassonne.

With all our very best regards

Hermine Pujol
Owner

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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

Address: 2 rue du Comte Roger | Cite Medievale, 11000 Carcassonne, France (Formerly Best Western Hotel le Donjon)
Location: France > Occitanie > Aude > Carcassonne
Amenities:
Bar / Lounge Business Center with Internet Access Free High Speed Internet ( WiFi ) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Shuttle Bus service Suites
Hotel Style:
#3 Romantic Hotel in Carcassonne
#4 Luxury Hotel in Carcassonne
Price Range: $127 - $260 (Based on Average Rates for a Standard Room)
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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