Pierre & Vacances Residence Le Clos d'Eguisheim — Hotel in Colmar-Ribeauvillé

We had a very disappointing and stressful experience with Pierre et Vacances. We made a reservation and paid in full via PayPal, receiving a booking confirmation. However, upon arrival, we were shocked to be told that our reservation had been cancelled. The receptionist repeatedly insisted we hadn’t paid, despite us showing clear proof of payment, including a PayPal receipt and confirmation of the withdrawal from our bank.

They initially claimed they were fully booked and couldn’t help us. After nearly two hours of exhausting negotiations—while dealing with a hungry toddler—they eventually offered us a larger room, but only at a higher price. We were then told we had to pay the full amount again, and only after more pressure did they agree to charge us just the difference. It felt like we were being taken advantage of because we were in a vulnerable situation and had no other viable options that late in the day.

On the day of departure, the receptionist admitted that they had located our payment, confirming it was their error. However, she still refused to refund the extra amount we were forced to pay and did not offer any apology for the inconvenience, stress, or financial loss.

Absolutely unacceptable customer service and a lack of accountability. I would not recommend...

Had a nice stay at this residence. The people were very friendly and speak good English. We read the rooms were on the small side so we made sure to book a bigger room for the 2 of us and our toddler. The room was indeed a bit small but it was ok for us. It was very convenient to be able to book the Babykit. I would recommend however to put the measurements of the babybed on the website. Or that the receptionist knows it. Because we were told it was a ‘normal’ size, yet our normal matras did not fit! So we had to get creative with sleep. Thank god for the the sofa bed. We booked a cleaning in the middle of our stay. But to be honest, don’t bother. The only thing we noticed was an extra kitchenset. The bathroom, bedroom en living area seemed untouched. |We loved that the little outdoor pool was still open even though it was already September! The wether was lovely, so it was very nice to have...

We were really disappointed with our stay and ended up checking out a day early. The hotel is poorly maintained: the sink was clogged, and there were many dead mosquitoes on the walls and ceiling in both the bedroom and living room. There was no room service, and guests are expected to change their own sheets and take out the garbage in kitchen—even though this is advertised as a hotel. The towel provided had large brown stains and did not feel clean. For a 5-day stay, we were only given a tiny piece of soap and one small, thin roll of toilet paper, no shower gel or other toiletries were provided. The reception desk closes from 12:00–14:00 for lunch and again after 20:00, so it was difficult to get assistance when we needed basic items like toilet paper or garbage bags. The balcony was also quite dirty. Overall, the stay felt more stressful than relaxing. Not recommend for ppl want to enjoy...