Hotel Lux — Hotel in Emmen

The property can at best be described as a motel off the highway. Good for those who arrive car (as the car parking is free) and want to catch up on sleep for a night and then carry on with their journey. This property is not for those who have stated in properties like Marriott, Raddision and Holiday Inn. The rooms are small pigeon sized boxes. It is difficult to even open a suitcase. The service is absolutely pathetic in comparison to the basic standards that we experienced on our Switzerland trip. The motel is incompetent and incapable of handling international travelers. The communication skills fall below the standards expected from the hospitality industry. The front desk is interested only in quoting and educating "rules" to the guest and they care little about the well being and the comfort of the travelers. Few examples:||1) My 8.00PM train from Interlaken to Lucerne on 20-June was cancelled. So I called up the front desk number to inform them that I will be delayed in my arrival. I was told that my reservation was not guaranteed as I have not paid up for the two rooms for the two nights. This inspite of the fact that my credit card was charged the entire amount of room rental on 16-June (except the city tax). And citing this lie, the lady took down my credit card details only to make sure she can withhold the deposit (something which she could have easily done the next day morning). By doing so she overlooked the fact that she is violating the EU law on PII and SPI information (something that she should be aware of given that she educates guests about the rules).||||2) My wife asked for an extra facial tissue.. only to be told rudely by the lady at the front desk that their team would already have replenished the tissue box. In case that box gets exhausted, she can ask for more.. never got back this kind of reply during my stay with Holiday Inn or Marriott||||3) Protest if they try to charge you 200$ by illicit means (refer the attached photo). We informed the lady at the front desk that the room 204 has an open bathroom shower cabin..so the water spill is inevitable !!! At first she refused to believe that the bathroom shower cabin cannot be closed in the room 204. When I took one of her attendants to the room.. she then came down and informed the front desk. The front desk lady then tried to defend by saying that the shower cabin in Europe is like that. Since we had booked 2 rooms - we asked her that why then the shower cabin in 205 has enclosure. She had no answers to these overconfident lies. ||||4) I requested for a late check out by 2 hours since my wife is diabetic and is slow to get ready. I was told that the hotel was fully booked. Since that was our last day of our Switzerland trip, I again politely requested for the late check out of room where my wife was staying and will respect the decision of the hotel by checking out from the other room (205) on time. The front desk informed me that she will charge 50 Francs for the late checkout by 3 hours to which I immediately agreed. As per her request, I checked out of 205 on time. During this check out period, she again cited the rule that not more than 2 people can stay in one room. It is at this point, I challenged her.. what does she mean ? Did I request for an extension of the stay by 1 night ? For guests who had already put in 2 nights in their property by booking 2 rooms.. does it really matter whether 4 people stay in 1 room for 3 hours or not ? She probably realised that she missed out the opportunity of earning another 50 Francs from the room 205 !!! Holy cow.. thats their behavior. When I challenged her to this.. The lady called her colleague and her colleague threatened my diabetic wife to vacate the room 204 in 5 min (while she was in bathroom). Since she was in the bathroom, she refused. She threatened me that she will call the police to which I agreed. So she called in the police on false pretext. The police listened to both the sides.. and the hotels lies lay exposed. This is the utterly shameful incompetent behavior from the lady & her colleague. They donot even know how to respect guests from whom they earn...

The property can at best be described as a motel off the highway. Good for those who arrive car (as the car parking is free) and want to catch up on sleep for a night and then carry on with their journey. This property is not for those who have stated in properties like Marriott, Raddision and Holiday Inn. The rooms are small pigeon sized boxes. It is difficult to even open a suitcase. The service is absolutely pathetic in comparison to the basic standards that we experienced on our Switzerland trip. The motel is incompetent and incapable of handling international travelers. The communication skills fall below the standards expected from the hospitality industry. The front desk is interested only in quoting and educating "rules" to the guest and they care little about the well being and the comfort of the travelers. Few examples:

1. My 8.00PM train from Interlaken to Lucerne on 20-June was cancelled. So I called up the front desk number to inform them that I will be delayed in my arrival. I was told that my reservation was not guaranteed as I have not paid up for the two rooms for the two nights. This inspite of the fact that my credit card was charged the entire amount of room rental on 16-June (except the city tax). And citing this lie, the lady took down my credit card details only to make sure she can withhold the deposit (something which she could have easily done the next day morning). By doing so she overlooked the fact that she is violating the EU law on PII and SPI information (something that she should be aware of given that she educates guests about the rules).

2. My wife asked for an extra facial tissue.. only to be told rudely by the lady at the front desk that their team would already have replenished the tissue box. In case that box gets exhausted, she can ask for more.. never got back this kind of reply during my stay with Holiday Inn or Marriott

3. Protest if they try to charge you 200$ by illicit means (refer the attached photo). We informed the lady at the front desk that the room 204 has an open bathroom shower cabin..so the water spill is inevitable !!! At first she refused to believe that the bathroom shower cabin cannot be closed in the room 204. When I took one of her attendants to the room.. she then came down and informed the front desk. The front desk lady Marcela then tried to defend by saying that the shower cabin in Europe is like that. Since we had booked 2 rooms - we asked her that why then the shower cabin in 205 has enclosure. She had no answers to these overconfident lies.

4. I requested for a late check out by 2 hours since my wife is diabetic and is slow to get ready. I was told that the hotel was fully booked. Since that was our last day of our Switzerland trip, I again politely requested for the late check out of room where my wife was staying and will respect the decision of the hotel by checking out from the other room (205) on time. Marcela informed me that she will charge 50 Francs for the late checkout by 3 hours to which I immediately agreed. As per her request, I checked out of 205 on time. During this check out period, she again cited the rule that not more than 2 people can stay in one room. It is at this point, I challenged her.. what does she mean ? Did I request for an extension of the stay by 1 night ? For guests who had already put in 2 nights in their property by booking 2 rooms.. does it really matter whether 4 people stay in 1 room for 3 hours or not ? She probably realised that she missed out the opportunity of earning another 50 Francs from the...

This hotel works best as a 1–2 night stopover — more like a roadside motel if you’re traveling by car. It’s a bit far from Lucerne’s city center, but there’s a direct bus connection, so getting in and out isn’t too difficult.||The staff were courteous and helpful, and when we flagged issues, they did respond. On our first night, however, we were given a room that looked nothing like the pictures on Booking.com. At 5'7", I had to crouch inside the room — the ceiling was that low. The shower was just a hand-shower, not the rain-shower as advertised. The next morning we asked to change rooms, and to their credit, the reception staff accommodated us. The new room (on the 4th floor, with the elevator stopping only at the 3rd) was a big improvement, though hauling luggage up that extra flight wasn’t ideal. Still, compared to the first room, it felt like a relief.||The real disappointment was the lack of basics. No teabags, no instant coffee, no bottled water in the room. When I asked, I was told I’d have to buy teabags or coffee sachets for €2 each — something I’ve never experienced in all my hotel stays. It felt unnecessarily stingy.||Breakfast was decent, but nothing special. On the day we had to leave early, we asked if we could grab a croissant on the way out (since we had literally minutes to catch the 7:02 bus). The receptionist flatly refused. That small gesture — a croissant to go — would have cost them nothing but would have meant a lot. At other hotels during our trip, like the Parlamento Boutique in Rome, the staff actually packed us a little breakfast box before breakfast hours as a thoughtful touch. Those moments of kindness are what make a stay memorable — and that’s exactly where Hotel Lux fell short.||All in all, I wouldn’t choose to stay here again. In hindsight, we should have stayed closer to Lucerne’s city center, where comfort, location, and hospitality are...