Name: Classical luxury
Item: Grand Hotel National Luzern
Rating: 5
Author: Philip P

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All reviews lake lucerne old town this wonderful hotel our honeymoon old world charm sitting area large bathroom balcony mountains sauna chf pilatus

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Susan G

United States

1

Reviewed September 29, 2024

Hotel no longer interested in guest comfort

We are repeat customers. We are here now and a wedding is being held downstairs. It is nearly 2am. It is an international hotel. We have traveled far and are very travel weary. We were told we probably wouldn’t even hear the event. We cannot sleep as it is being allowed to exceed all noise expectations well into the morning.

Shame on you management for selling out the rest of your customers. I am concerned about my health and that of my husband going on no sleep to engage in the activities we have planned for early morning. So disappointed in not being able to leave a 5 star review.

You should not book rooms with people not involved in events you are holding. If you do, place them far away from the venue, offer solutions or control the noise and hours of the events. Otherwise, expect to continue to receive poor reviews for a once spectacular hotel from your other guests.

Date of stay: August 2024

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This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.

Dear R8603ZDsusang,

Thank you for your honest feedback. We’re truly sorry to hear that your recent stay didn’t meet your expectations, especially as a repeat guest. It’s clear we missed the mark, and I can imagine how frustrating it must have been to try and rest with the noise from the event below.

We certainly don’t want any of our guests to feel that we’re prioritizing events over their comfort, and it’s disappointing to know this was your experience. Your health, well-being, and peace of mind are our top priorities, and we deeply regret that this impacted your stay so negatively.

We really appreciate your suggestions—they’re important to us, and we’ll be addressing them with our team to make sure we’re more mindful of guest placements and noise control in the future.

If you're open to giving us another chance, we’d love to make your next stay a more positive one. Please don’t hesitate to reach out to us personally next time so we can ensure a quieter, more restful experience.

Warm regards,

Leonie Zurfluh
Marketing Manager
Grand Hotel National Luzern

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dkvacay

Des Moines, Iowa

72

Reviewed September 8, 2024 via mobile

Worth a look

Old and traditional building near Altstadt. Great location walkable to common tourist / historical sites. Massage service was good. Several restaurant options at the location. Bar service was painfully slow. Some room upgrades but IT issues were not optimal.

Date of stay: September 2024

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Dear dkvacay,
Thank you for sharing your feedback! We're glad you enjoyed our location and the massage services. We appreciate your comments about the bar service and IT issues; we're always looking for ways to improve and will address these concerns promptly. Your comments help us enhance our guest experience, and we hope to have the opportunity to welcome you back for an even better stay in the future!
Kind regards,
Leonie Zurfluh
Marketing Manager
Grand Hotel National Luzern

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SuzqzTravels

Huntsville, Alabama

11880

Reviewed August 15, 2024

Get a lake view room for A/C.

Superb hotel right on Lake Luzern. The rooms are cozy and the hotel is within easy walking distance to the old town. There is no A/C unless you get a Lake View room. Service was sub-par and I was given misinformation prior to arrival which caused angst for me and my family. No one was at the door to help with bags. Do not visit Lucerne on a Sunday as everything is closed.

Date of stay: August 2024

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This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.

Dear Suzqz Travels,

Thank you for your feedback. We’re glad you enjoyed the cozy rooms and our prime location by Lake Lucerne.

We apologize for the issues you encountered regarding the air conditioning and the service. It’s unfortunate that you received misinformation prior to your arrival and that the service did not meet your expectations. We will address these concerns with our team to improve our communication and service quality.

We hope that despite these issues, you had a pleasant stay overall, and we look forward to the opportunity to better serve you in the future.

Kind regards,
Leonie Zurfluh
Marketing Manager
Grand Hotel National Luzern

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James S

Austin, Texas

2

Reviewed July 17, 2024 via mobile

Hospitality is on point!!

We didn’t stay here but felt it was important to leave a review about our amazing experience with your staff!! We stopped in late afternoon on 6/15. It was our first time in Lucerne and we were walking by needing a cab so we could get back to our hotel to take a business call. The woman at the front was super pleasant and when we realize we didn’t have enough time to get back to our hotel in time for the call she offered the business center for our use. She did not have to do this whatsoever and were very grateful for the hospitality!

I personally went to the bar while my partner was attending the call as a way to serve patronage to what the hotel had provided. The bartenders were super friendly, the drinks were great, and the ambiance was fun… hotel was walking distance to many restaurants and places to hangout.

The pleasantry, the decor of the hotel was amazing… we were staying at a nearby 4 star hotel and did not receive close to the amount of hospitality this group showed!! For what it’s worth please give our gratitude to the young lady that was working the front desk the afternoon of 6/15 and the the bar staff!! We will be booking here the next time we are in Lucerne hands down.

Date of stay: July 2024

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This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.

Dear James

Thank you so much for taking the time to share your wonderful experience with our team, even though you weren't staying with us. Your kind words mean a lot to us.

We are delighted to hear that our front desk staff could assist you during your first visit to Lucerne and provide the use of our business center when you needed it. We pride ourselves on offering exceptional hospitality, and it's heartening to know that we could make a positive impression.

I will personally pass on your gratitude to the young lady at the front desk and our bartenders. They will be thrilled to hear that their efforts were appreciated. It's fantastic to hear that you enjoyed the drinks, ambiance, and our hotel's decor.

We are glad to know that you found our hospitality exceptional, especially compared to other accommodations. We look forward to welcoming you back on your next visit to Lucerne. It will be our pleasure to ensure you have a wonderful stay with us.

Best regards,

Celina Benz
Director of Sales & Marketing
Grand Hotel National Luzern

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Suzannah S

2

Reviewed July 15, 2024

Very special hotel

Had a wonderful experience staying here - it was a very special place. I was a bit concerned before going knowing that it was an older hotel but they have done a nice job updating it while keeping the "old world luxury" feel. We had a deluxe room with a view and the view was spectacular of the lake and the room and bathroom were very large.

The breakfast was delicious - there is a buffet and everything on the menu is included in the buffet price. We also ate at Juliette (their restaurant) and it was the best meal of the trip! Staff at the front desk were also extremely helpful and friendly.

Location was good - there are buses that drop off in front of the hotel or it is a 10 minute walk to the train station and the main part of town.

Only negative is that the A/C is located in the window and it is behind the window curtains so at night we had to keep the curtain open a bit for the A/C. Not a huge deal.

Date of stay: July 2024

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This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.

Dear Suzannah

Thank you so much for your kind words and detailed review. We are thrilled to hear that you had a wonderful experience staying with us and found our hotel to be a very special place.

We appreciate your recognition of our efforts to update the hotel while maintaining its "old world luxury" charm. It's great to know that you enjoyed the spectacular view from your deluxe room and found both the room and bathroom to be spacious.

We are delighted that you enjoyed our breakfast buffet and had a memorable dining experience at Juliette. Our team at the front desk will be pleased to hear your compliments about their helpful and friendly service.

We also appreciate your feedback regarding the location and transportation options. We strive to make our guests' stay as convenient as possible.

Thank you for noting the issue with the A/C placement. We apologize for any inconvenience it caused and will look into ways to improve this aspect.

We look forward to welcoming you back for another exceptional stay in the future.

Best regards,

Celina Benz
Director of Sales & Marketing
Grand Hotel National Luzern

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