Bürgenstock Resort Lake Lucerne — Hotel in Stansstad

We had a great experience at the spa until there was an error made with our massage reservations. My advice to anyone who visits here, confirm your appointment time for any spa treatments several times and definitely one more time at check in!

The short version: the spa confirmed with me that our services were scheduled at 4pm, but someone from the spa staff moved our appointment to 3:30 without notifying us. We were only in town that day and they could not accommodate us. Unfortunately, their efforts to rectify this mistake on their part fell short of what we would expect for such a reputable hotel.

The full version: I planned a special mother daughter trip and was really looking forward to the Apine Spa at the Bürgenstock resort. I purchased a full day spa package for 220CHF per person, that includes a 100CHF credit towards a spa treatment. It’s a steep price tag, but I felt it was worth it given the reputation of the hotel and spa. This is one of the best facilities I’ve been to! The outdoor infinity pool is absolutely breathtaking. I’ve never seen such a beautiful sight. I also like that the spa has acknowledged that people will want to take photos of the view, so instead of forbidding photos, they allow photos to be taken during certain times.

More positive comments: the locker room facilities are very clean and the staff is constantly refilling towels and bathrobes as guests filter through. The floating salt pool was one of my favorite rooms! The ambient music and darkened lights really help you slip into a state of total relaxation. The steam room was also very well designed with hoses situated in the room to clean off your station before and after use. The stone in the middle of the steam room also provides cold water if you need a little burst of refreshment in the heat of the steam room. Lastly, the serenity room is the perfect place to admire the view of the lake and mountains as you drift off for a nap on the water beds!

I was ready to write a 5 star review until we came out for the treatments. The front desk told us that we were late. I showed them the email confirmation I received and the front desk staff seemed confused. They then apologized bc they realized someone from their staff had moved our appointments to 3:30pm and did not tell us.

I asked if we could have our services later that day, but they were completely booked. They offered a 20 minute massage and spa products, but we declined that offer as we had no room in our suitcases. They offered for us to return the next day for a longer service, but we would have to pay for the boat and funicular ride up. This definitely left a bad impression on us. I asked if we could get our money back for at least 80CHF per person since we paid for the 220CHF package, but only were able to enjoy 4 hours of the spa and no service, but they couldnt offer any refund on purchases made online. Ms. Peterson at the front desk really tried to find a solution that would make us happy, but it seems like the management is very strict on what can be offered. They then offered us champagne and appetizers in the hotel lobby and we were very happy about that, but I realized that the food that came out was a total of 80CHF, when we really were owed 80CHF per person. It is just disappointing as a customer when you paid more than the services that were rendered to you.

I unfortunately left quite heartbroken that this experience wasn't what I had hoped for me and my mom. I really expected a better effort to recover their mistake from a hotel and spa with such a great reputation. Our family friend is planning their honeymoon and they asked about our experience here. I shared with them that it is quite an incredible view and great facilities and told them to be sure to confirm several times anything they schedule so they don't have the experience that we did. I really wanted to return here with my husband, but I can't help and have some hesitation now. I don't think our experience is the norm, but it is quite unfortunate to be the person who had the...

My wife and I booked a 5-day honeymoon at Burgenstock, only to have our plans abruptly altered due to a Ukraine peace summit. The hotel gave us an option to cut our trip short to 3 days or cancel entirely just one month before our stay. Bewildered at the short notice, we chose to stay for 3 days and then book the remaining 2 days at The Dolder Grand in Zurich, which, in hindsight, was a blessing. The Dolder Grand epitomized what a true 5-star experience should be, unlike Burgenstock.

Our 3 days at Burgenstock which costed us about $10,000 in room and other services were nothing short of atrocious. I've had better experiences at 3 or 4-star Marriott hotels in the USA. The resort plays a documentary on TV about its history, detailing its repeated demolitions and reconstructions. This time is no different, as the resort still caters to politicians and celebrities while charging exorbitant prices to regular guests and treating them poorly. We were charged over $2,000 a night for a subpar room and service, constantly reminded to feel grateful because "Audrey Hepburn got married here" or "James Bond movie was shot here." During our 3 days, below were some of our experiences:

Golfing Debacle: We had a 9:30 am golf tee time, but the club was closed when we arrived after a 15-minute hike. No shuttle was offered. Upon calling the hotel manager, we were told there was a "logistical delay" – it turned out the person in charge had slept in. We didn’t tee off until 11 am, disrupting our entire day's plans.

Pharmacy Fiasco: My wife needed common cold medicine on day 2. When I asked reception at 2:30 pm on a Wednesday, they said the pharmacy was closed and suggested taking a one-hour shuttle to Lucerne. After further pleading, I was told to walk to the Waldhotel where a dermatologist might help. A 10-minute walk later, and after being redirected multiple times, it was about an hour and 10 mins before I finally got the medicine. This runaround is unacceptable for a so-called 5-star resort.

Amenities and Restaurant Closures: Our package included one hour free use of the Diamond Dome tennis courts which I was excited about being a tennis player myself. However, this area was completely closed down for the peace summit as this is where the conference was being held. We were given no notification, nor was any effort made to compensate us for this (even a small drink voucher would have sufficed). Several restaurants were shut down in preparation for the peace summit without prior notice as well. We were informed impromptu on the day of our reservations that they needed to be updated, causing further inconvenience.

Concierge Insult: During one of the days. when I asked the concierge how to walk to the outdoor pool just to see it, not use it, he suggested checking it out on Instagram instead, as we were not allowed to visit due to summit preparations. This was utterly disrespectful, considering we had traveled over 5,000 miles to be there.

Communication Breakdown: On our checkout day, all operator, reception, and housekeeping lines were shut off while we were still within our checkout time. The only way to get assistance was to physically walk to the reception. Getting help with our luggage was a challenge due to inconsistent instructions from the staff. One employee would say something was open, only for another to contradict them.

Positives: The spa was the best I have ever experienced. If I ever return, it will be solely for the spa. The view of the lake from the top of the mountain is stunning, and the location sells itself. However, this does not compensate for the myriad issues we encountered.

In summary, Burgenstock Hotel & Alpine Spa falls woefully short of its 5-star claims. The lack of communication, poor service, and disrespectful treatment make it a 2-star experience at best. Save your money and stay elsewhere unless you're only interested in the...

Review: A Mixed Bag – Luxurious Spa, Disappointing Hotel Experience

I’ve visited this hotel and spa three times, each with a vastly different experience. The first visit was truly magical, the second was a complete nightmare, and the third was decent—but only because I came prepared.

The Good

The spa is undeniably world-class. The facilities are immaculate, and it’s the perfect place to unwind. If you’re visiting purely for the spa, it’s worth every penny. That said, I do wish there was some enforcement of the no-swimsuit rule in the nude area, as it’s uncomfortable when guests ignore it.

The Bad

The hotel experience is where things fall apart. The service, logistics, and dining situation are frustratingly inconsistent. During my second visit, we had to eat breakfast in the lobby because the designated breakfast area couldn’t accommodate all the guests. The food service at the lobby restaurant is a complete disaster—slow, poorly managed, and at times, downright ridiculous. I once ordered an extra poached egg with my avocado toast, and my friend asked for yogurt. Somehow, the poached egg ended up on top of the yogurt.

Making restaurant reservations is a nightmare. On my first visit (a one-night stay), I had no trouble getting into Verbena. But on my second visit, every restaurant was fully booked upon arrival, leaving us stranded. I learned my lesson for my third visit and booked meals over three weeks in advance just to ensure we could actually eat at the resort. The food was good, but the Verbena menu was extremely limited, and the lobby bar’s menu was absurdly overpriced. A Caesar salad (without meat) for 35 CHF? That’s ridiculous.

The hotel’s pricing policies are frustrating. Water is a minimum of 8 CHF at all restaurants, and I was charged for water I didn’t order—twice. I had to get the bill corrected both times. It’s unacceptable for a hotel this expensive to make these kinds of mistakes.

The Ugly

One of the most infuriating aspects of this hotel is how they nickel-and-dime guests at every turn. I brought a nice bottle of wine and asked if there was anywhere to enjoy it outside of my room. The front desk informed me that my only options were either paying a 30 CHF corking fee at the lobby bar or drinking on the communal smoking balconies (in freezing temperatures). There is not a single space in this entire resort where you can simply sit and relax without spending more money after hours. When I voiced my concerns, the staff condescendingly told me, “5-star resorts don’t have lobbies where you can just sit.” That is absolute nonsense—I’ve stayed at other 5-star resorts in Switzerland that offer comfortable spaces for guests without additional charges.

Another design flaw: if you’re not staying in a suite, you have to walk through the lobby in your robe to get to the spa. For a hotel built in 2016, this is a glaring layout issue.

Final Verdict

As a spa, this place is absolute luxury. As a hotel, it’s an overpriced, frustrating mess with poor service, bad design choices, and a lack of guest-friendly policies. If you go, plan everything in advance—book your meals, prepare to overpay for basics, and lower your expectations for service. Otherwise, it’s not...