"0/5 – No Courtesy, No Communication, No Effort
I emailed the hotel a week in advance requesting early check-in, explaining we were flying overnight from Dallas with our young son. They never responded.
We arrived at 10:00 AM and didn't check in until 2:45 PM — nearly 5 hours later — with my exhausted son sleeping on a lobby couch. Had management bothered to read my email, any decent hotel would have said "this family is coming off a long overnight flight, let's prioritize their room." Instead they ignored it. Manager Adam told me rooms are cleaned in strict chronological floor order and nothing could be changed. Our room was one of the last on the 5th floor, so we waited the longest — despite the advance notice we gave them. No empathy, no effort, no solution.
On top of that, there are no irons in the rooms. Guests are sent to a single iron in a lobby conference room. I waited 20 minutes to use it. Apparently the owner removed in-room irons over fire concerns — yet auto-shutoff irons have existed for decades. This is cost-cutting, not safety.
Lucerne is a beautiful city. It deserves far better than this hotel."
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