Garden & City Cauterets Balneo

The breakfast had loads of choice and plenty of fresh food, and the spa was a welcome way to unwind. We stayed two nights without any problems. Our room was small but thoughtfully laid out, clean, and comfortable. The staff were friendly and professional, and it was useful having laundry on site too. I'd happily recommend the hotel and return if I'm in this lovely area again.

The room had visible mold on the ceiling and wasn't properly clean. A towel left by the previous guest was still in the bathroom. The spa shut early, though after we asked, they let us stay a little longer. I was also given incorrect information about parking. We had to ask reception for a lower rate: it was 28 for one night, then they offered 15, which still felt expensive. The stay was pretty mediocre.

The room price felt fair for what we got, and being allowed to use the spa after checkout was a lovely bonus before our half day of travel. We could ski in the morning, leave our gear in the basement lockers overnight, then spend the afternoon at the spa. The heated pool, hammam, sauna, and music playing in the color-changing shower more than made up for the huge, odd-shaped jacuzzi upstairs, which barely worked and eventually closed. The changing rooms were spacious and clean. Staff were few but attentive, especially at the bar. Our room looked over the river and the lift heading up the mountain, and had a kitchenette where we made breakfast. The restaurants we'd booked for the weekend were only a short walk away, around 30 seconds to two minutes. We rented skis across the street and were really happy with our stay.

We asked for our money back and left. Check-in was supposed to be at 4, but our room wasn't ready, even though it was an exceptionally hot day. We came back at 6 and it still wasn't ready, and lots of other guests were waiting too. They offered a free soft drink at 4, but nothing at 6. I understand something must have gone wrong, but they could at least have offered another drink, or perhaps a meal at the restaurant. It was complete chaos.