Hotel Restaurant SPA Cheval Blanc Lembach

We went to the restaurant over Christmas break 2023. We couldn’t recommend the restaurant more, it was everything we could have dreamed of, the food, the wine and the services was amazing. We came as a big group of 8 people and we all had a great time and enjoyed our experience.

I reserved a table for a group of 4 . The reservation was made in October for a table in December. I received a confirmation through Michelin Guide and another through The Fork. Then another email which demanded a credit card to hold the reservation. I provided my American Express Platinum and received another confirmation the night before. Our group traveled three hours by car to Auberge du Cheval Blanc. Upon arrival, a rude front desk clerk immediately advised that I had canceled the reservation. I shared that I had not and offered to show her the confirmation email from just the night prior. She ignored it and then advised that I must have made the reservation at a different restaurant. I showed her the name and address on the reservation; it was the correct location. She next advised that I was late – I again showed her the confirmation with the correct time; she was still not interested in looking at it. She now proceeded to tell me that they had cancelled my reservation because I had not given them a credit card, again, I told her that was not possible. I provided the information 2 months prior. Long story short, the clerk was hellbent on making me feel like I was the problem. She ignored any evidence to the contrary including the 4 confirmation emails I showed her. She was rude, unprofessional, had a poor attitude, and clearly zero training in customer service. Instead of eagerness to find out what went wrong within their system or reservation process, she treated us like unworthy peasants that must be thrown out of the establishment. Carol Bastian later joined us and requested we email her all our confirmations. We did as asked but never received as much as an apology or a reply. I have never experienced this horrid of service. And this from a 2-star Michelin restaurant. And imagine this: They refused to serve us but sent us an email the NEXT DAY wanting us to leave a review of our dining experience! Here it is: Stay away and seek out one of the many establishments that can offer great food AND service.

We booked a table for four at Auberege du Cheval Blanc through the Fork. We received numerous emails prior to our visit from The Fork, Michelin and from Auberege du Cheval prior to our visit. This included a request for a credit card which we responded to. We even received a confirmation email from the restaurant the day before our visit. When we arrived, we were told by a stern faced young lady that there is no reservation. We must be at the wrong restaurant. We then showed the confirmation email. We were then told we hadn’t provided credit card information. We then showed the confirmation we had. We were then told there is no table available. As gracious as we were through this exchange and requesting to have them make some accommodations of any sort, the women at the desk never cracked a smile, never apologized for any mistakes even as we continued to show proof of our reservation for that date (December 17, 2023) and that seating. She continued with a self-righteous attitude in the face of documentation to the contrary. She then begrudgingly got the Chef’s wife to come out. This time only with acknowledgement of their errors. Not once was an I’m sorry uttered or any apology or reparation made. No offer of attending a different day, no accommodation of any sort. I truly find it shocking that an establishment with such a lack of service or quality of management has earned a Michelin Star. A Michelin Star used to carry a level of service and professionalism as well as the quality of the food and dining experience. I am saddened that I feel I can no longer depend on a Michelin Guide rating.