Hotelier's response :
Dear guest,
Thank you very much for your lovely feedback! We’re delighted that our receptionist made you and your daughter feel so welcome, and that she enjoyed feeding the fish!

We hope to see you and your family again soon.

Hotelier's response :
Dear Victor,

Thank you for taking the time to share your experience following your family stay in our establishment.

We are delighted to learn that the hospitality, cleanliness, comfort of the rooms as well as the variety of breakfast and the quality of our restaurant have contributed to make your stay pleasant. It is also very much appreciated to read that you have fully enjoyed the relaxation area.

We hope to have the pleasure of welcoming you again next time in Alsace.

Best regards,

Hotelier's response :
Dear guest,

We are sincerely sorry that you felt our welcome was cold or unfriendly. We understand that first impressions matter.

You arrived at 1:00 p.m., while check-in is scheduled from 4:00 p.m. At that time, our receptionist was taking her lunch break. Nevertheless, she took the time to welcome you and kindly agreed to store your luggage so that you could make the most of your day.

Our teams sometimes face particularly busy days, with barely a moment to catch their breath. This obviously does not excuse an attitude that may have disappointed you, and for that, we are sorry. We are only human, and sometimes a moment of fatigue or pressure may unfortunately show despite our best intentions.

We regret this even more because, when you checked out, you told us that you had nothing to report. We would have appreciated the opportunity to speak with you directly, understand your concerns and, if necessary, find a solution.

Nevertheless, thank you for taking the time to share your feedback. It is a reminder to our team of the importance of maintaining a welcoming attitude, even on the busiest days.

Kind regards,
Management

Hotelier's response :
Thank you for your compliments regarding the hotel, its cleanliness, your room, the breakfast, and Chyntia. We will be happy to pass your kind words on to her.

However, we cannot let certain statements in your review go unchallenged, as they do not correspond to the facts.

Regarding your departure, the receptionist you describe as “rude” and “aggressive” is our manager. She presented you with your booking confirmations, not an incorrect invoice. These documents clearly stated that one of your rooms had been booked with breakfast included, while the other had been booked without breakfast. You personally checked this information on your phone during the conversation. It is therefore simply inaccurate to claim that our hotel had made an error or that you were not given the opportunity to verify the information.

What is particularly important to clarify is that you simply did not want to accept that you were mistaken. The booking confirmations were clear, and the information was available to you. The situation was not caused by an error on our side, but by the fact that one of your rooms had indeed been booked without breakfast.

Your check-out took approximately 10 minutes while a queue was forming behind you and other guests were waiting to check out. Our manager also had a responsibility towards those guests who were waiting. We fully understand that waiting can be unpleasant, but it is unfair to portray the situation as though our team simply refused to listen to you or deliberately treated you badly.

It is also particularly surprising to read that “all the guests” supposedly left upset. The guests who checked out after you did not make any particular complaint and left the hotel without incident. We therefore feel it is important not to generalize your personal experience to all the guests who were present that morning.

We would also like to clarify that the first receptionist you mention is a recently hired member of our team. She is still a beginner and does not yet know all the subtleties of our different types of bookings. This explains the initial confusion. However, this does not mean that the hotel subsequently charged you incorrectly for breakfast: the booking you made clearly showed it.

Finally, regarding your accusation of “rude and aggressive” behaviour, we are sorry that you experienced the interaction that way. However, a situation must be considered in its entirety. Our manager has no reason to deliberately treat a guest aggressively. She can, however, quite naturally react to the tone and attitude of the person standing in front of her.

We are always willing to accept criticism when it is fair and constructive. What we cannot accept, however, is for facts to be presented inaccurately or for the responsibility for a situation to be placed entirely on our team when the booking documents clearly demonstrated the actual situation.

Regards,

Hotelier's response :
Dear Arnau,

Thank you for taking the time to share your feedback following your family’s stay with us.

We are delighted that you found the hotel’s organization and hospitality particularly well-suited and enjoyable for a family vacation. It’s a real pleasure to read that all of our services—from the cleanliness of the room to the quality of our hospitality—helped make your experience easy and enjoyable.

We hope to have the pleasure of welcoming you again during your next visit to the region.

Best regards,

Hotelier's response :
Dear Teo,

We would like to thank you very much for your excellent feedback and this lovely review of your stay with us.

We are delighted to read that you found the right balance between the quality of the services on offer and the particularly good value for money. It is also lovely to hear that the welcome, the cleanliness, the room, the breakfast and all our services helped to make your experience so enjoyable.

We would be delighted to welcome you back to our hotel.
Kind regards.

Hotelier's response :
Chère Brigitte,

Nous vous remercions pour votre excellente note.

Nous sommes ravis d'apprendre que vous avez passé un très bon moment parmi nous et que l'ensemble de nos prestations, de l'accueil à la chambre, en passant par le restaurant, l'espace détente, le petit-déjeuner et nos services, a pleinement répondu à vos attentes.

Votre satisfaction et votre recommandation sont une belle récompense pour l'ensemble de nos équipes.

Nous espérons avoir le plaisir de vous accueillir une prochaine fois.

Bien cordialement,

Hotelier's response :
Monsieur Genio,

Nous vous remercions d'avoir pris le temps de partager votre récente expérience avec nous.
Nous sommes ravis de lire que tous les aspects de votre séjour aient été à la hauteur de vos attentes. Nous vous remercions d'avoir choisi notre hôtel et nous espérons avoir le plaisir de vous accueillir à nouveau lors de votre prochaine visite en Alsace.

Cordialement,

Hotelier's response :
Dear Rebekah,

We are truly delighted by your enthusiastic feedback following your stay at the Brit Hotel Colmar East.

We are pleased to learn that every aspect of your visit, from the attentive welcome of our team to the quality of your room and bathroom, contributed to making your experience enjoyable and memorable.

Your satisfaction with breakfast, particularly the variety offered and the quality of the coffee, is greatly appreciated; we place great importance on providing our guests with delightful and delicious moments each morning.

Knowing that you plan to return and that you recommend our hotel to your friends and family is the greatest reward for us and an encouragement to continue our efforts.

Best regards
Sophie

Hotelier's response :
Dear Vándorbot Egyesület Abda,

Thank you so much for your stay and for this wonderful review.

We are delighted to read that you were completely satisfied with every aspect of your visit, from the warm welcome from our team to the quality of the rooms, as well as the cleanliness and overall comfort.

It is also a pleasure to know that the breakfast, the restaurant, and the services offered met your expectations. Your recommendation warms our hearts and encourages us to continue in this direction.

We hope to have the pleasure of welcoming you back again very soon on your next visit to the region.

Sincerely,
Sophie

Hotelier's response :
Dear customer,

Thank you very much for your stay at Brit Hotel & SPA Colmar East. We are delighted to read your compliments towards our employees and our breakfast buffet. You enjoyed the comfort of your rooms and our free parking.
We would be thrilled to have the opportunity to welcome you on another occasion.

Kind regards,