Name: Gratitude to the entire team at Hotel Luzern , The autograph collection
Item: The Hotel Lucerne, Autograph Collection
Rating: 5
Author: squirrelshb

9 - 14 of 559 reviews

sparkishere

Reviewed September 22, 2024 via mobile

Great service but room was odd

The hotel is in a great quiet location within walking distance to transportation and all the things you’d want to see. The front desk staff were all super nice and helpful. One of them got us a reservation at a very good Italian restaurant last minute on a Saturday night. We got upgraded to a suite which was nice, but the room was not a comfortable stay. The walls and floors are black and dark red. There’s very little lighting in the room. Even during the day, I found the room very dark. At night, it was impossible to see. There’s no light in the closet nor near it. I was digging around in there with my phone flashlight. The night lights near the bed are very dim. The shower stall is very tight for a suite. It generally felt like a very sterile, cold, and dark room. I see that the other rooms in the hotel are different. The one that we got was just uncomfortable to stay in. The window also faces a loud bar at night.

Room tip: Avoid the suite on the 5th floor corner. Dimly lit and faces a loud bar a night.

Date of stay: September 2024

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Dear "sparkishere"

First, I would not only like to thank you for having booked with us, but also for having taken the time to share the made experience with us.

It is with great pleasure to see that you appreciated to provide service. On the other hand, I regret to learn that we could not meet your expectations regarding the assigned guest room during your recent stay with us. Unfortunately, we did not meet during your stay. It would have been my pleasure to try to better the situation by providing a different room, which would have been better suited to your expectations. Our aim is to provide consistently service excellence and to delight our guest with a memorable stay.

Nevertheless, I hope you had a great time in Lucerne and that you choose to stay with us again when your travels bring you back to the area so we can show you the great hospitality and service our team worked very hard to provide every single day.

Sincerely,
Karina Rink
Director of Operations

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Deborahjune

Toronto, Canada

721401

Reviewed September 3, 2024

Good Location

As a Platinum Marriott Bonvoy hotel member, I have stayed in many many hotels over the years. This hotel was so different from any of the others - I have never stayed anywhere like it. Autograph Collection hotels have always been a step above in the way of design but I'm still trying to appreciate the design of this one. The room seemed dark - maybe that was because of the bizarre painted ceiling? The lights were either too bright and the neon night lights were too dingy to see anything. The shower was small but worked great. The bed was comfortable but the room was too hot to get any sleep. The AC was working fine but only when you turned it up to high and then the fan was so loud that you couldn't get to sleep. It would be great if the hotel provided you with a sheet to sleep under rather than just a heavy duvet. I would not want to bring children to this hotel as the paintings may be too disturbing - please check out the website before you decide. The staff here are terrific - very professional and helpful. The location is amazing. Right beside a lovely park and a close walk to wonderful restaurants and the train station. Easy walk to all the main attractions.

Date of stay: August 2024

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5 Thank Deborahjune

Dear “deborahjune”,

Thank you for your review and the time you invested in writing it and sharing it with us. The feedback from our valued guests is not only important to us, but absolutely essential in order to find out in which areas we can and must continue to improve.

We are delighted to hear that you had a good night's sleep in a comfortable bed with us and that you were also impressed by the service provided by our staff. We will of course pass on your friendly feedback to all our team members! This is our greatest motivation.

In principle, we pride ourselves on setting ourselves apart from the competition and other hotels. Our exceptional and modern design by star architect Jean Nouvel sets us apart, but naturally brings its own flair. As I can see, you are not quite sure whether you liked it or not, which I can understand. If you are looking for something more traditional, I would recommend our sister hotel, the Renaissance Lucerne Hotel, for your next stay in Lucerne.

Nevertheless, I hope you had a great time in Lucerne and that you choose to stay with us again when your travels bring you back to the area so we can show you the great hospitality and service our team worked very hard to provide every single day.

Sincerely,
Karina Rink
Director of Operations

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David S

NYC

Reviewed August 9, 2024

NO AIR CONDITIONING! Avoid in the summer; Rooms are meager and bland too. Good location though, breakfast is fine..

I would not recommend this hotel, it’s an especially bad value on Bonvoy Points. Start with the fact that the rooms are meager and basic, modern sure, but overly so modern and bland. Most significantly, they DO NOT HAVE AIR CONDITIONING. As pointed out in another review, they do not have AC. Despite the fact that the hotel will tell you they do – in fact, I called ahead and asked them after reading the other review, they told me “we do have AC” – their idea of AC is refreshed air blowing in your room through the vents with these wall controls that do nothing, it is not cold nor is it AC, your room will be hot which for me makes for a bad nights sleep (all I wanted was a good nights rest). I would recommend avoiding when you are in this lovely city, stay somewhere else on Bonvoy Points (Renaissance perhaps).
Positives: the staff is friendly, the Platinum breakfast is good, and the location is excellent.
NOTE: I rarely write reviews but I was deceived into staying here by them telling me they had AC, so I am not please, I should have listened to that review I read!

Date of stay: August 2024

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Thank David S

Dear "rider16",

thank you for booking with us and for taking the time to share your personal experience.
I am happy to hear that we could convince you with our great continental breakfast buffet and the provided staff service.

Unfortunately, I am a little irritated by the issues that apparently have occured during your stay. We do indeed have Air Conditioning in our property. It would have been my pleasure to personally show you how it works or how it could be adjusted.
Furthermore, it would have been my pleasure to try to better the situation by providing a different room, which would have been better suited to your expectations. Our aim is to provide consistently service excellence and to delight our guest with a memorable stay.

Nevertheless, I hope you had a great time in Lucerne and that you choose to stay with us again when your travels bring you back to the area so we can show you the great hospitality and service our team worked very hard to provide every single day.

Sincerely,
Karina Rink
Director of Operations

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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.

AABereket

New York City, New York

8976

Reviewed August 5, 2024

Bad experience

We had 2 rooms for 3 nights in July 2034. Let’s start with the good, short walk away from the train station, In front of a park.
Front desk staff r amazing, they should be working for a better hotel.
Infrastructure of the hotel is not suitable for Autograph label, shame on Marriott for misleading its members. Housekeeping rooms showers were simply not up to par.
Look for better hotels in the area.

Date of stay: July 2024

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Thank AABereket

Dear AABereket,

Thank you for your review and for taking the time to write it. It is our constant goal to always provide the best possible service and I am very sorry that we did not fully succeed in doing so.

Firstly, I would like to thank you for your kind words about the front desk staff and the service you received.
It is always our greatest ambition to be remembered positively by our valued guests. I am also pleased to see that you were able to benefit from our great, central location.

I regret to learn that we could not meet your expectations regarding the assigned guest room during your recent stay with us. Unfortunately, we did not meet during your stay. It would have been my pleasure to try to better the situation by providing a different room, which would have been better suited to your expectations.

Nevertheless, I hope you had a great time in Lucerne and that you choose to stay with us again when your travels bring you back to the area.

Sincerely,
Karina Rink
Director of Operations

Report response as inappropriate

This response is the subjective opinion of the management representative and not of Tripadvisor LLC.

arvindny

New City, New York

Reviewed July 17, 2024 via mobile

Gem of a hotel !

One of the best hotels.Very nice room.Very modern and clean.Finest hospitality( very rare in today’s age).Excellent breakfast. Excellent location with quick access to all public transport. Plenty of restaurants within few minutes of walking. Knowledgeable and very courteous staff.

Date of stay: July 2024

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Gratitude to the entire team at Hotel Luzern , The autograph collection - The Hotel Lucerne, Autograph Collection

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