Renaissance Lucerne Hotel — Hotel in Lucerne

Title: A Cautionary Tale

My recent stay at the Renaissance Lucerne hotel offered a mix of positive experiences marred by a distressing incident that has led me to share this review. Firstly, I want to acknowledge that the hotel itself provides good value for the price, situated in an excellent location. The check-in process was notably pleasant, thanks to a very friendly and helpful staff member. Such hospitality reinforces my loyalty to Marriott, where I’ve been a proud member for over 20 years, achieving Platinum status for life.

However, a significant oversight occurred during our stay which I feel is important to share. Upon our arrival, we were informed that only one of our two rooms was ready. Subsequently, my wife, ensuring the safety of her valuables, secured her rings and watch in the room safe. Unfortunately, in the hustle of relocating to our second room later that evening, these items were inadvertently left behind. This realization dawned on us a day and a half later while at our ski hotel, and there is no doubt in our minds that these items were left in the safe; it was a moment observed by our two children and myself.

Upon contacting the hotel, we were informed that the safe was empty and that it is standard protocol for the cleaning staff to open and inspect locked safes after guests’ departure. This was news to me, and it has led to a very unfortunate situation where we must consider the possibility that the items were taken without being reported. I want to clarify that this review is not intended as a malicious accusation. My loyalty to Marriott remains strong, but I feel it is crucial to share this experience to serve as a lesson to others.

In response, I plan to file a police report upon my return to Lucerne. This incident has led to a resolve that my wife and I will no longer bring valuable jewelry on our trips, nor will we use hotel safes in the future. It is also disheartening to report that attempts to discuss this matter with the hotel manager were unsuccessful; I was told he was too busy to speak with me.

While this review cannot rectify the loss of my wife’s jewelry and watch, my hope is that it will educate others on the precautions necessary when entrusting valuables to hotel safes. The overall experience has slightly dented my confidence in what has been many years of trust and satisfaction...

I am fully aware next to nothing will be done, but I have to share for fellow travelers and Bonvoy members to note: 1) By mistake I neglected to put “2 guests” when I booked this hotel and upon check in, was horrified at the the size of room- I was given a “Small Guest Room”. That no upgrade to suite or junior suite as Lifetime Titanium was given, I accept. But not even a regular room upgrade and an insincere “thank you for being Titanium”, is such an insult. In my decades with Starwood this is easily the smallest room I’ve come across- there isn’t room to open up your luggage on the floor, and the toilet door would hit your knee when closed. This was made worse by the colleague the front desk person Daria consulted (Daria who checked us in was nice enough)- within my earshot she (not Daria) said “we are full. He has to pay extra” (I checked- for a normal day it was a difference of 514 francs vs 518 francs). I felt zero “privilege” compared to the treatment I received the previous day, at Park Hyatt Zurich (where I am merely Globalist). And perks? A “nice” welcome card (not handwritten) by the GM. And an offer of $10 credit (not even complimentary breakfast! - or the usual 1000 points. The “fitness” room is a joke, while the lobby is similar to 2 star hotels I’ve stayed at in Europe. About the only plus is the proximity to the train station. Don’t be fooled by the pictures, as I was. My complaint is also at the arrogance of Bonvoy these days. I can’t remember the last time I got an upgrade to even a junior suite. I suspect they have given so many of these tier out to guests during and after Covid, they simply don’t care much about loyalty or tier. I’ve made up my mind to use Hyatt whenever I can, and urge all guests to reconsider the same. Being Lifetime Titanium, just one tier below top, is next to...

We stayed here one night while passing through Lucerne. We booked through points, we're loyal Platinum members of bonvoy. We chose this hotel over hotel Lucerne since it looked more like your typical higher end hotel... Sadly we left kind of wishing we had tried hotel Lucerne instead. We had to cancel one reservation here a few days before arrival since our travel plans changed. At check in we were told they didn't get our cancellation and charged us one nights stay in points. We protested and all they said was talk with the manager... They'll be back in a few hours... We only had a few hours to explore the city so we ended up trying the next morning... Same thing talk to the manager, they should be back soon... Finally find the manager and they were refusing to do anything until we proved we had cancelled... We forwarded them the email from Marriott and ultimately they honored it and gave us the points back.. just a poorly handled process and they were completely unapologetic. As far as the room goes, the room they stuffed is into was probably the smallest room we've ever stayed in.. not sure if this room assignment was because we're there in points or the cancellation or whatever, but usually we're used to being put in better quality rooms at Marriott properties. It's an old historic building so we just kind of figured a lot of the rooms were small and we were barely in the room anyways. Parking is non existent, we were told we got lucky to get a space on the street in front of the hotel.. $15CHF for this. I had read other reviews about off site parking being $35chf so this was probably the one thing...