We stayed at this auberge overnight and although my daughters and I had a great time together we did not find this place to be very inviting, organized or clean. Upon arrival the reception with it's bright lights facing the fireplace where clients are supposed to relax was the first uninviting aspect. We were not warmly greeted and our reservations for the spa treatments which we booked weeks in advance were incorrect. We felt very uncomfortable standing there trying to sort everything out while people were listening. All this was taken care of before we arrived or so we thought. We were not shown around just told where our room was. The room was okay, nothing more, Walking up the stairs to our room however there is a table with a microwave, odds and ends, a dirty mop head which we found out was one of the employees desk. The hot tubs were cold. Since they made a mistake on our reservations we opted out of the suppers that were offered and went to St. Sauveur. The following morning the place was cold as they turn the fireplace off and there was no staff until about 7:55am (breakfast is at 8:30). Went to see if I could make myself a cup of tea and there were dirty dishes from the day before in the sink and dirty spoons on a plate by the coffee machine. The breakfast was ok, nothing special, day old bread, juices, hard boiled eggs. No ambiance, cold, no xmas music (1 weekend before). The coffee table in the "living room" was dirty with an old coffee stain on it, The place really isn't that clean considering they call it a "spa". The "steam sauna" was dirty and cold. The showers were dirty. The only person who was warm and friendly was the older gentleman who actually looked like he cared about you being there. The lady in the kitchen looked miserable and barely smiled or looked at you. I would not recommend this place, as I mentioned my family and I had a great time together (this was my daughter's xmas gift) but other than that it was a disappointment.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
7 March 2012
We get great reviews on a regular basis and are very confident that the majority of our clients are extremely satisfied with our Inn and spa. We realize that even though our riverfront site, spa installations and customer service are truly what our establishment is all about that there are always a few customers that we cannot satisfy even with our best intentions. In this particular case we had difficulty from the moment we took the reservation. We tried contact the clients on several occasions with no success after sending emails and leaving voice mails. They were scheduled to arrive at 14h and showed up at 17h the same time their 1st treatments where scheduled. Treatments were scheduled as per their original request, we did our best to remedy the situation on the spot.
For the record: Our breakfast includes the following: Fresh fruit salad, homemade muffins, cheddar cheese, Swiss cheese, la petit vache qui rit cheese, our own baked ham and pork meats, hard boiled eggs, two types of cereals, 4 types of bread fresh from la boulangerie chapdelaine in Val David, assorted yogurt, oatmeal, croissants, tea, coffee, tisanes, hot chocolate.
We personally do a visit through our establishment and site with each and every client explaining to them the facilities and how they all work, we also mention that we are very concerned and want everyone to enjoy their stay with us and if there is anything that is not satisfactory to them that we would like to know so we can make it right. In some instances we check the client 1st and ask them to come back for the tour. We take pride in our place as well we want to make sure everyone understands where everything is and how everything works.
We would like to apologize for the dirty spoon and plate left by the coffee pot as well as the stain on the living room table. We do allow guests a little freedom and want our guest to feel at home to use our dining room and living room area and help themselves to a FREE coffee. Unfortunately we do start the day off with a little something out of place at times.. As you can see we are not shy to let anyone snoop through are kitchen as it is never locked and is of open concept.
We are always disappointed to have any client unsatisfied with their visit or stay with us and always try to make it up to the client if possible; it is however difficult to do so after the fact when reading it on the Internet. In this case there was no solution just complication from the beginning. Our establishment is a smaller relaxed type atmosphere where clients feel at home and appreciate the many spa installations, cleanliness, customer service, and great therapists.
So the great reviews come from this reputation and from great people...
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC