Bolero — Restaurant in Lucerne

Horrible Customer Service and Very Rude Staff.!!

I recently visited this restaurant to ask about ordering a pastry or cake for my friend’s birthday, I waited at the entrance for over 5 minutes. Eventually, I saw a server and asked if they served cake. He replied that they did. I then asked how I could place an order, but instead of helping, he rudely told me that he was busy with other customers and that his boss would come to assist me in 2 minutes.

After waiting another 10 minutes with no one coming to help, I decided to head inside and look for someone. As I approached the bar to find the manager, the same server saw me and, in a very rude tone, asked, “Who told you to come in?” I explained that I was just trying to place an order or find his boss since I had been waiting for so long, but he snapped back, telling me to return to where I was and that it could take 2, 5, or even 15 minutes, with no clear answer.

I was stunned by his attitude and left the restaurant to speak to the front desk of the Hotel that I was staying in. I simply asked Front Desk person in the hotel if they could suggest a nearby grocery store to buy a cake from. At that moment, someone from the restaurant came over, assuming I was complaining about them. The front desk agent pointed at him and confirmed they serve cakes, but I mentioned that the staff were rude and unhelpful, leaving me waiting without any assistance.

Hearing this, the restaurant employee started raising his voice at me, saying they were all busy and couldn’t talk to me. He even accused me of complaining to the front desk when, in fact, I was just looking for alternatives. The restaurant staff showed no empathy, dismissed my concerns, and refused to offer any solutions. In fact, the server rudely told the front desk staff that they would not serve me anything—no food, no breakfast, nothing. I was completely shocked by their lack of customer service and basic respect.

This version captures the events while keeping the flow smooth and the tone clear. To make matters worse, whenever I approached them with a question or request, I was met with eye rolls and short, snappy responses. At one point, I overheard them making fun of me in front of another guest in Spanish language who had been waiting get checked in and they thought I do not understand Spanish, but reality is I do. It was beyond unprofessional.

This experience completely ruined my stay. I felt uncomfortable and disrespected the entire time, and I will NEVER return to this hotel. If you value being treated with respect, do yourself a favor and avoid this place at all costs.

This type of review captures a frustrated customer’s experience with unhelpful and rude staff, emphasizing poor treatment and lack of...

We so unhappy with everything after paying 152franks which is alot of money for nothing. 4 guests at table 3 of them Spainish, 2 ordered seafood pallea and waiter said 45 mins which was fine. He went in placed the order for 2 pallea, approx 10 minutes later he came took rest of order for 1 salad, 1 chiken dish we sat a chatted then the chicken dish and salad was brought out. I ordered the chicken waited a while and the 3 guest said for me to start as the pallea was on way. No I finished my meal. No sign of Pallea the 2nd person waited then after some time she went to the waiter and asked about where the Pallea was that I finished my meal already and there was 4 people on table..The waiter was bit cocky saying he tbe pallea will be 8 minutes my partner asked how does he know that. He never answered, he said that he thought we were sharing the mains chicken and salad . Partner told No that was not right and pointed out how we ordered with him. Worse of all after getting tbe Pallea my partners eldery mother and sister was that tired of waiting they were not hungry so only eat 1/2 pallea. The same waiter who never came to our table once during the meal from the chiken and salad was served came cleared the table and then had the nerve to try upsell us dessert, drinks, tea, coffee or a chipto to end the meal. The waiter knew we were very unhappy and when we raised issue he only said sorry it was mis communication. A table of 4 should be given the food all at once. We knew how longbit would take but by the time the Pallea came was well over 45minutes. The mussels and prawns were over cooked in the dish the chicken wings in sea food pallea is a first. Was expecting something deducted from the bill, as it was your fault and we were not offered anything as an appolgy, but no you charged us full price. I kept quiet as I was so angry and as a person who works in the catering industry it made it worse as I know this was a bad meal and service. Expections were high but obviously a Spainish themed restrauant highly overpriced for tourist's. We had better food in other places in Switzerland and we had no complaints. I also did not want to make a scene in a dining room with others or infant of the 2 guests dining with us....

I honestly think the food was average, but I’m giving a 4 star because of their staff Elisabete, I think she deserved a raise, the only time I don’t see her smile is when she is in the kitchen, I started observing her because whenever I see her walking around serving other tables, she is constantly smiling, the second she steps out of the kitchen, she got that bright smile on her face, which is remarkable, it really elevates the dining experience, the other staff that served us, a Philippine staff I guess, she looked like she just had a bad day, we don’t feel welcome by her. As for food, I’m a fan of Spanish food and I feel that their dishes lack of that punchy flavour that I get from usual Spanish dish. Let’s start with gambas, I love that the prawns is cooked to perfection, but the olive oil lacks of flavours, I can’t taste the garlic, I can’t taste the chili, and there’s no umami flavour of the prawns in the oil. Calamares was okay, it’s a fried dish so it’s hard to go wrong, mussels is lack of flavour too, mussels were small, cooked nicely but the soup is rather plain, I don’t taste the aroma from the white wine, the soup is a little blend. Kroketten was interesting, it taste like the Chinese fish cake but well mashed, very fine, I would recommend this dish. I think also order the bolero special paella, I love the flavour of it, finally something that gives a punchy note. We had it with fideua, I don’t recommend as it doesn’t suit well with it. I think there’s too much ingredients on plate, given the taste I wouldn’t mind paying same price for lesser ingredients, I feel that the cheese balls, beef fillet isn’t needed, with all the ingredients, personally I feel it’s abit overwhelming, having that said this is a personal opinion, some people may like to have more ingredients. But all and all I do enjoy my dining experience,...