Hotel Restaurant SPA Cheval Blanc Lembach

We drove three hours with our group of four to Auberge du Cheval Blanc for a table booked in October for December. I had confirmations from Michelin Guide and The Fork, received a request for a card to hold the booking, provided my American Express Platinum, and got one more confirmation the night before. The next day, after refusing to serve us, they emailed asking us to review our dining experience. At the front desk, a rude clerk said I had canceled. I showed her the latest confirmation, but she dismissed it and said it must be another restaurant. The reservation had the correct name and address. Then she claimed we were late, though the email showed the right time, and finally said they had canceled because I hadn’t provided a card. I had given the information two months earlier. She ignored all four confirmation emails and acted as if we were the problem, with no effort to find out what had gone wrong in their booking system. She was unprofessional, had a poor attitude, and seemed to have no customer service training. We were treated like unworthy peasants being thrown out. Carol Bastian joined us later and asked us to email every confirmation. We did, but never got even an apology or a reply. I’ve never had service this horrid, especially at a two-star Michelin restaurant. Stay away and look for one of the many places that can offer good food and service.

It’s hard for me to trust a Michelin Guide rating after this. I thought a star stood for professionalism and service as well as food and the dining experience, so it’s sad to come away feeling that way about an establishment with such poor service and management. We had booked for four at Auberege du Cheval Blanc through The Fork. Before our visit, The Fork, Michelin, and Auberege du Cheval sent several emails, including a card request that we answered. The restaurant itself confirmed the booking the day before. When we arrived, a stern-faced young woman told us there was no reservation and that we must be at the wrong restaurant. We showed the confirmation, then were told no card details had been supplied. We showed that confirmation too, but then she said there was no table available. We stayed gracious and asked if they could make any kind of accommodation, while continuing to show proof of our reservation for December 17, 2023, at that seating. The woman at the desk never smiled or apologized, and kept a self-righteous attitude despite the documentation. She reluctantly brought out the Chef’s wife, who acknowledged their errors, but nobody said they were sorry or offered any repair, another day, or other accommodation.

We’d definitely return. Breakfast was lovely, especially in the glassed-in sunroom, and the rooms were nice, with some views of the garden and hillside. The carpet could use replacing, but everything else was very nice. Prices felt in line with the experience. The cuisine was excellent, with portions that suited a five-course meal. The wine pairings were very well done, and we were allowed an extra pour at no charge. Service was well appointed and fitting for its two-star rating.

There were eight of us at the restaurant over Christmas break in 2023, and we all had a great time. The food, wine, and service were amazing. It was everything we could have hoped for, and we couldn’t recommend the restaurant more.