Review Hotel 3 Nagas Luang Prabang (MGallery managed by Sofitel)

This boutique hotel has 15 rooms and operates under the brand MGallery managed by Sofitel. It is located in the heart of LP, on both sides of main street (3 small old historical houses). I had already stayed there 4 or 5 years ago (so was not Accor at that time) and had a very enjoyable stay and so I was very much looking forward for my new stay. The hotel has one of the best restaurant in town. It is important to realize that this hotel is located in old historical houses and so there are a few inconvenients like relatively poor soundproofing, but despite this, it is a lovely place to stay.

I had booked a Deluxe room – king bed. The room description said The 35 sq.m. (377 sq.ft.) Deluxe room combines space and comfort in elegant surroundings. Located on the upper floor, the room has a distinctive character and features a Double bed, exquisite bathroom, living area and terrace..

There is no real reception/front desk in this hotel. Check-in desk is located outside on the restaurant terrace (see 7th picture above). Check-in was nothing special. I mean nothing bad but nothing great either. It was not really a very warm welcome and I didn’t feel like being in an Accor property (not a word about Le Club, etc). But, this is really subjective because, again, there was nothing really wrong. The drink voucher was not spontaneously given (I asked for it). I wasn’t really expecting any upgrade in such a small hotel (and I was not remembering what I booked TBH).

He bring me to my room and had the (good) surprise to be given the same room as the one I had last time, located on the ground floor. I recognized the room immediately. It is not huge but enough space with the bed and a sofa and a pleasant little terrace. But some furnitures of the room were starting to show some clear signs of aging. Also, on the room wall, there were 4 holes corresponding to something that was fixed on the wall and removed. But the holes were still there and they didn’t care to fill them and repaint. No big deal maybe but the room rate was $160/night and this was booked during a 40% off promo, so this hotel is not cheap at all, especially for Laos standards, and so you expect a certain level of maintenance and amenities.

There was a nice plate of fruits and cakes, cold teas and a kind welcome note from a French person in charge of F&B.

The little terrace and hotel backyard:

But what made me upset is the bathroom and I did notice the problems only just before going to bed, so not at a time to complain and eventually change room. The toilet seat was in an unacceptable condition (see picture). I want to precise that it was a very cheap model (light plastic) which costs nothing even in my expensive country, France, so in Laos, it should be even cheaper. And, as you can see on the pictures, this was likely not recent and so it is more unaceptable that it is the customer who must bring those problems to the attention of the staff.

Also, some unpleasant dirty staining on the wall behind the toilets.

It would have been already unacceptable in an Ibis, but even more in a MGallery charging 160-250$/night.

So I was not fully satisfied. And back to the room description copied above, I realized that they didn’t give me the room I booked (I don’t think mine was 35 sqm2 and it was not on the right floor) and you will appreciate the exquisite bathroom!!

The following morning, I wanted to speak after breakfast to a manager about those issues but, during breakfast, I was greeted by a very nice staff member who thanked me for my loyalty being a Platinum member and proposed me, if I wish, to move to the Sofitel. He said that a car would come as soon as I want to go to the Sofitel to see the hotel and the room and if I’m happy with it I can move there. I said OK and I mentioned the room issues and bring him to the room to show him. When we arrived at the room door, he had a kind of reaction like oh you’re in this room? and I really felt like OK, he knows what I will show him. I refrain to ask why they put a Platinum member in this room if they know that there are some things to fix in…

He apologized and acknowledged it was not acceptable and he told me that this room was scheduled for renovation very soon.

Then the car arrived and I went to the Sofitel and just loved the hotel and the room and so didn’t hesitate a second to move there. I will finish this 3 Nagas review by saying that globally the staff was nice and the restaurant is still as excellent as it was before. Even if you stay at the Sofitel, you can take a meal at 3 Nagas and charge your room at Sofitel.