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All reviews car park high street bar manager excellent location lovely hotel superior room main building afternoon tea central location breakfast was excellent reception staff old building two night stay lovely room enjoyable stay scones stayed here for one night
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Reviewed 4 weeks ago

We booked the special offer one night stay including dinner for 2. Expecting a relaxing night stay at a stressful time in my life...The room was ok but overlooked the car park and entrance where a wedding was being held all we heard were people shouting, laughing, talking whilst smoking or waiting for cabs to go home this went on until early hours, when finally we fell asleep a van turned up at 7am on a Sunday morning removing god knows what on pallets and crates, banging crashing and drivers shouting orders at each other! Ruined our weekend... why did no one mention a wedding taking place when I made this booking.. and why were the wedding guests allowed outside where other guests were sleeping!

Room Tip: not One over car park
Stayed: October 2018, travelled as a couple
Thank 186338Shirley
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
olivierc2732, Manager at Castle Hotel Windsor MGallery Collection, responded to this reviewResponded 3 weeks ago

Dear 186338Shirley

Thank you for taking the time to tell us about your experience at the Castle Hotel Windsor - MGallery by Sofitel. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies.

Your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the problem and prevent future occurrence.

We appreciate your sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future.

Sincerely,

Olivier Croso
Operation Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 10 October 2018

Sadly we only had a one night stay, but the Hotel was superb. The room although not very big was very comfortable and well appointed with a lovely view of the Castle out of the window. The Bathroom was excellent, clean and with a lovely rain shower and a real plus was the push button operation, having had many challenges at other hotels as to how to turn taps on.
The only disappointment hence 4 stars was the Breakfast, which was very poor. For a Hotel of this quality, this really does need some attention. Only one offering of Egg available, which was a rubbery scrambled, I later found out you can "request" a fried or poached, but why can't they just have fried eggs on a hot tray available, like most other Hotels ?. The bacon was probably the worst I have ever had at any Hotel or restaurant, it was tough and leathery and to make matters worse it was smoked and tasted disgusting, why do Hotels serve smoked bacon ? when so many people dislike it. The tomatoes were also dreadful, as they had obviously been prepared hours earlier and just sat in the serving pot stewing and they tasted as bad as they looked.
Those were the only negatives, we loved the overall Hotel especially the bar and the happy helpful Bar man, all of the staff were very friendly and helpful and if we return to Windsor we will definitely stay here again, but will probably give the breakfast a miss and go out to one of the many nearby restaurants.

Room Tip: Choose a superior room and request front of Hotel to get views of the Castle
  • Stayed: October 2018, travelled as a couple
    • Value
    • Cleanliness
    • Service
Thank Phil L
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
olivierc2732, Manager at Castle Hotel Windsor MGallery Collection, responded to this reviewResponded 3 weeks ago

Dear Phil L ,

Thank you for taking the time to tell us about your experience at the Castle Hotel Windsor - MGallery by Sofitel. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies.

At MGallery, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the problem and prevent future occurrence.

Sincerely,

Olivier Croso
Operation Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 9 October 2018 via mobile

We booked a family wedding and were let down by series of failures - bridal suite not even serviced - and disorganised, unhelpful management. Cannot recommend, despite licensed venue for ceremony itself being very nice

Stayed: October 2018, travelled with family
4  Thank Em F
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
olivierc2732, Manager at Castle Hotel Windsor MGallery Collection, responded to this reviewResponded 3 weeks ago

Dear Em F,

Thank you for taking the time to tell us about your experience at the Castle Hotel Windsor - I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies.

At MGallery, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the problem and prevent future occurrence.

Sincerely,

Olivier Croso
Operation Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 8 October 2018 via mobile

The hotel is very well located in Windsor. The room was small but comfortable. The bathroom was tiny with the shower screen not large enough to contain the water which ends up with a very wet bathroom floor. The hotel is in a different wing and doesn’t have the same aesthetics as the main building. Staff were good, but it felt they needed more. The restaurant was full and heavily advertised Marco Pierre White. We were offered to eat in the bar, but it looked like it needed a good clean so decided to eat over the road. There are plenty of eating options around the hotel. Overall it was good - if I could give a half star it would be a 3.5.

Stayed: October 2018, travelled as a couple
Thank B9674BYsimonf
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
olivierc2732, Manager at Castle Hotel Windsor MGallery Collection, responded to this reviewResponded 3 weeks ago

Dear Simon F

We very much appreciate your comments regarding your stay at the Castle Hotel Windsor - MGallery by Sofitel.

It is always a pleasure to receive constructive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services.

Thank you again for sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future.

Sincerely,

Olivier Croso
Operation Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 7 October 2018

We arrived mid Friday evening and were quickly booked into our room, although the lack of a formal reception area was something a little different, a large raised table/desk and ipads are the order of the day. The room was clean, comfortable and well appointed with tea/coffee making facilities as well as separate coffee machine. Large flat screen tv is pretty much the norm, although a 2nd armchair would have been nice. The bed was large and comfortable and the walk in shower with rainfall option was very good and the push button operation was also welcome as some systems can be a little more convoluted to operate. Breakfast was buffet style and very good with choice of hot and cold offerings with juices etc. We were staying 2 nights and the Sunday breakfast around 10ish was pretty busy and we were located outside of the main breakfast area which was OK but the tables were a little small to accommodate plates, cups, glasses and toast rack as well as a tea and coffee pot. Location is ideal just across from the castle itself and also other areas of Windsor such as the shopping area and river and with our room facing over the main street we could enjoy the mid morning parade from our room. There is parking, (chargeable) behind the hotel and this is a good bonus and easy to access and exit. Overall an excellent stay with nothing to fault.

Room Tip: Rooms at front give views of High Street and castle area
  • Stayed: September 2018, travelled as a couple
    • Sleep Quality
    • Cleanliness
    • Service
Thank Ray P
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
olivierc2732, Manager at Castle Hotel Windsor MGallery Collection, responded to this reviewResponded 3 weeks ago



Dear Ray P,

We very much appreciate your comments regarding your stay at the Castle Hotel Windsor - MGallery by Sofitel.

It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services.

Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one.

Sincerely,

Olivier Croso
Operation Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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