745,Vieille Route de Saint Jean de Luz, Saint-Pee-sur-Nivelle, Nouvelle-Aquitaine, France
"We booked an overnight stay for December 26 via the Relais and Chateaux website, including making dinner reservations at the property's Michelin-starred restaurant -- our whole reason for going to this particular hotel. We paid one-third in advance for a non-refundable room. Two days later we got an unapologetic email from the hotel noting their restaurant would be closed and offering to make reservations for us elsewhere, but notably without offering to refund our deposit so we could book elsewhere. This was to be only the first of several disappointments. Perhaps because December 26 is a public holiday, the hotel appeared understaffed and not particularly welcoming. We were offered no assistance with our bags. The view from our room was marred by a gardener, his truck, and his loud leaf-blower which he operated for 45 minutes. The room itself was fine, if sparely furnished (no slippers, eg) -- see below re room warning! The staff explained that the front door would be locked at night, but they helpfully provided us with a code to enter. Upon returning from our dinner 20 minutes away a little after 10 pm, we were a bit surprised to find our key (and that of several other guests) left out on the unattended reception table -- a questionable security practice -- but perhaps one necessitated by the oversized keys not being very user-friendly to carry around. Once back in our room, my wife, who has a shoulder injury, was disappointed to find that her request for soft pillows had been ignored -- but of course it was now past ten pm and there was no one to call to rectify this mistake. We both had a rather difficult night's sleep on the slab-like foam pillows provided. The next morning, we had specifically requested an early breakfast at 0800 (breakfast normally starts, apparently, at 0830 which seems late). When we came down at 0800, we found the staff just starting to lay out breakfast items --- sloowly -- and indeed when we finished our breakfast at 0820 in order to get on the road, they were still laying out most of the food. This did not stop the hotel from charging us full-price for our two breakfasts. Because we were in a hurry, I had used two large water glasses for our juice as I didn't want to have to go back for refills. The staff member who might perhaps have better spent her time putting out the food items nonetheless felt it necessary to upbraid me for "using the wrong glass." Lol. Great hospitality! One warning for those still intending to stay at this rather unwelcoming property (perhaps the worst Relais & Chateaux we have stayed at in 30 years of frequenting these properties) -- don't take anything from the room! Usually there are branded promotional items -- corkscrews or bottle openers, laundry bags, or similar small items which the hotels are happy to allow guests to take as they promote the brand, etc. In our case a small zippered cloth bag filled with Auberge promotional material and branded with a l"
"Out of the bustle of the coast stands the Auberge Basque at the top of a slight hill basking in a well deserved reputation for excellence. From the moment we arrived for a two night stay it was obvious the boss’ research had paid dividends and we were in a superb hotel. The staff were, to a person, lovely, helpful, knowledgeable and truly professional. The room was near perfect and the food exquisite. To be honest I have rather given up writing TA reviews feeling it unfair to be negative on the strength of one visit and generally being happy with the places we stay. However I was outraged by the review posted on this site by someone who, amongst other things, was complaining about being charged for items they had stolen from the hotel. Their “experience” of the Auberge Basque was so far removed from ours I can only conclude it was either a fiction or written by the sort of person one hopes never to bump into. I could not let it stand unchallenged - believe me it is garbage. Well done to all at the Auberge - you are doing a wonderful job."
"The dinner reviews on TA for the restaurant are fair enough, so this is purely about the hotel. There are some very clever design details, many of which work, some don’t. The views from the terrace are world class. Most of the staff are young, charming and well intentioned, albeit with a high degree of self consciousness. I got the overall impression that too much is done for the sake of “being different”, with too little thought given to the guest experience. So if you don’t want chocolate chips in your muesli, the only alternative is one flavoured with curry. Want a swim before breakfast? Forget it - the pool cannot be used before 10.00 (checkout is 11.00). Fancy a refreshing orange juice with breakfast in July - no again, oranges are “out of season”, (although, perversely, they were sufficiently seasonal to have been included in a mixed juice of vegetables and fruit). The open plan kitchen is a nice idea but the cooking smells were truly awful at breakfast, presumably because the extraction was off - it wasn’t like that over dinner. The prepping of the constituent parts of dishes that are delicious when finished, say the boiling up of fish bones or the frying of garlic, is pretty unattractive with your yoghurt and Muesli, whether curried or chocolate flavoured. Frankly, I would strongly recommend staying in one of the excellent hotels on the coast and taking a taxi to the Auberge for dinner. "