Grand Hotel Europe — Hotel in Lucerne

View was nice and hotel room was spacious. An older hotel but well maintain. Encountered 3 lovely staff, yet most of the rest are so-so, with mind your own business attitude.

Overall, was acceptable until we had to check out. In summary, the reception is not able to read my credit card and ask me TO READ THE INFORMATION OUTLOUD (it was still early in the morning but there were other guests as well). Apparently, he did not even know how the read the card properly.

Below is the summary, taken from my email to them, for a full view of what took place. This happened around 6.30 am.

‐---‐-------------------

hi XXX and XXX,

I had a wonderful stay until I had to check out.

History as follow: An older guy was in the reception. We called him and he continued to look at the computer, ignoring us without saying a single word (not even good morning or hi) or even a glance.

I then brought my 2 luggage in front of the door so my driver could pick it up, and suddenly he yelled and said I had to pay for the room.

For sure I know and I had no intention to not paying.

I gave him my card and he forced me to enter my pin, which I told him I always signed with that card.

With hesitant, he said he had to do it manually. He tried to put it on several times, and kept getting rejected. He looked like he need a glasses but didnt put any on, and unfortunately also doesnt event know how to read the card correctly or how to read the CVC/CVV code (I knew this as later on he pointed at the wrong number of CVV)

Then one of the guests, who apparently not patient, told me and my mom that he has encountered the problems and I should just give a new card. He has not right to jump into the discussion and no one is asking his opinion.

Your reception then asked me to read my card information IN FRONT OF EVERYONE, including the number, the expiration date and the CVV number. This is unacceptable. It is a personal information and ARE NOT SUPPOSED TO BE SHARED AT ANY CONDITION.

The guest also commented that CVV in American Express is a 4 number, and not 3. Obviously, he then has been ear dropping to my PERSONAL CREDIT CARD INFORMATION, He still has no right to be commenting as such.

He still put in the wrong number and only after third trial he put in the right number. And my card worked, just like how it should.

To make everything perfect, the guest commented that we had wasted his time in the morning and are being unpleasant. Of course, he wasnt there since the beginning and didnt know how RUDE your reception to us were.

We had a very unpleasant situation.

As a person who is also working in the service industry, I am very pleased and feel very respected by both of you. Thank you for this.

But being ignored, disrespected, blamed (that my card didnt work while it was him who put the wrong number for so many times) and had to share my card information in front of everyone WAS NOT ACCEPTABLE.

Hope you can maintain your service quality at a par level to all of...

I like this hotel mainly because we got the room with the view (with terrace on the 4th floor). We got to see Mount Pilatus from afar and great view of Lake Lucerne which is just across the hotel. The hotel is accessible and is ~10 minutes bus ride from the town center where my favorite attraction “Chapel Bridge” is (been there 3x during our 2 days stay in Lucerne). The bus stop is about few meters away from the hotel which is a big plus. The hotel provides a free bus pass, not that you need one cause no one ever check it while riding the bus. But knowing you have the pass (just in case) is comforting.

The hotel has big and nice lobby which can be crowded at times particularly when group tours are arriving or gathering for the breakfast or when checking in. The elevator does not require key card to operate and as such anybody can go up which is not as safe (IMO) versus when elevator access is restricted for hotel guest only. Also, staff are not as welcoming nor courteous nor friendly compared to other hotels we’ve been in Switzerland. The breakfast buffet is the biggest disappointment. I understand this hotel is nothing sort of premium nor luxury but I thought they could have...

I spend 1 night facing with a balcony facing the lake side, I had a problem with my room was 303, the smell was awful, I was shocked and I think all rooms like this, I call the reception about the problem, someone came to check and then he told me to offer a different room if you like and within minutes they changed my room to 107. I was way much better,

I thank so much the hotel for the fast action.

Breakfast start @ 6:30 …. I think or 6:00 am, can’t remember.

The main city center is away for 10~15 minutes’ walk.

There is no boiler kettle in the room however, you can still get your hot water in reception there is a corner room with internet also. (I hope they could provide a kettle in rooms)

The hotel provided us a ticket you can use the bus for the whole stay for free which allow us to reach main city in roughly 2-3 minutes. Btw, the bus is availably every 5 minutes going to city center For the whole day but I am not sure about late night.

WIFI is fast, I have to admit. Finally a hotel with a repayable internet speed.

And YES….. Please try to remove the spider webs on the balcony, a very simple cleaning you would remove all those...