L'auberge Du Diefenbach sur Soultz-Haut-Rhin

05/09/2024: A welcome, a setting, exceptional service I highly recommend

04/09/2024: Good morning, We come to this establishment regularly and we love it. However, we stayed 2 nights (02/09 to 04/09), and the reception of the day at 5:00 p.m. was really freezing. In fact, the day we arrived our son was sick and therefore another organization had to be made on our side to be able to come. An email informed us that we can come at 12:00 p.m. instead of 3:30 p.m. because we are, I quote, "privileged customers". When explaining the situation I then asked if it was possible to extend the stay on the day of departure to "replace" what we were unable to benefit from but it was a categorical NO. I then replied that we are not that privileged. What's the point of sending an email like this... what does "privileged" mean, well, super disappointed. When we left we handed over the satisfaction questionnaire and the young man who is in training was great (better than this lady who really should stop instead of passing on her bad mood) went to see his boss (I think) and told us offered to stay but it was too late... at 11:20 am to offer it to us was frankly not feasible! We could have organized on Tuesday but that was impossible. So when you want, you can especially since there really weren't many people there. Frankly, I'm still on my fence. But I still wanted to point out that the rest of the staff are really pleasant and welcoming and that the hotel is great. It's a shame...