The Hotel Lucerne, Autograph Collection Reviews

Great location. Small hotel and over priced. Room is OK. Very interesting room decoration.

Nice staff and service.

It is more convenient to leave Huaqiao

very personal small hotel

This small hotel was very lovely. Everyone at the desk was very professional and welcoming. The rooms were large for Europe and seeming renovated recently. The bathroom was well done with nice bath products. The hallways are a bit dark but don’t let that worry you. The rooms are much better.

I prefer to write positive reviews but unfortunately, I cannot for this hotel. I hope the feedback can be taken as constructive so improvements can be made for future guests. The people at the front desk were friendly and helpful but the room was poorly designed. The designer was touted as a selling feature of the hotel unfortunately the design did not incorporate features that would make the room comfortable for guests. The lighting was so dim we routinely used the flashlight from our iPhones. The desk chair was too low for the desk and not adjustable. The chair was heavy and not on wheels so it could not be moved readily. There was not a USB port by the desk. The outlet near the desk was near the floor so not convenient for plugging in a laptop. The picture on the website showed a separation between the sleeping area and working area but this was not the way the room was arranged during our stay. They did not have their own wifi for guests. They use a Luzerne wide wifi which seems less safe to me.

Great service from Mara. From the minute we walked in until we left she made us feel special. The location is good. The room was large but dark. The only thing that was disappointing was the gentleman on the front desk that told us to go downstairs to the restaurant for dinner. Not sure why he would suggest it. It was full of gnats and we could not eat because they were everywhere. I asked him if he knew afterwards and he said yes. Still don’t understand sending us there knowing we would have issues with all the gnats.

Stayed two nights the staff was very friendly and the location is in a quiet neighborhood about 10 minutes from the train station. Short walk over to old town Room was very large and well appointed. The only bad thing was the lighting as not very good and the windows did not have blinds or drapes which made light at night a little bit of an issue Overall great location and staff with a large room with some quirks

The management has no integrity. Due to a verified death in my family, we requested a refund; they were the ONLY management that absolutely refused. When I attempted to reschedule for a week later, they claimed they had no availability; this was a blatant untruth. I went on the app and booked a room; when I informed them of their inaccuracy, they claimed that I had been lucky (verbatim). They got the last laugh when they charged me 1900 francs (yes 1900) for my final night when other adjacent properties were charging 400 francs. Lastly - importantly - they have no fitness center ( you have to go down the street to one of the hotels that charge less). Further, their restaurant is in the basement; it has no view and no ambience whatsoever. Horrendous.

Their advertisement on the Marriott web site said TOP Floor. The room was NOT on the top floor. Breakfast was a 2 star out of 5 with Poor service. The shower flooded. The floor in the shower was slippery (very dangerous). Simon on the front desk was very helpful. The location is very good. It's too bad they mislead Loyal long term Marriott guests. You should find a better place to stay where they do not lie about their rooms. And they admit they lied.

Deceptive business practice to add more cost to the final bill. Initially, I asked about the higher price and they mentioned a 45 CHF per person city tax. I asked for the printed bill and found that was not true by they included an "Arrangement" fee of 100 CHF. I booked a room for 3 adults and was already expecting to pay a 120 CHF for an additional bed but they decided to add on top another 100CHF. I expected after booking through the Marriott App the total amount printed as the "Total for Stay" was the actual total for the room but the hotel chose to add an additional amount on top. What the heck is an "Arrangement Fee" anyhow? After talking to Karina she blamed the system and said she can't do anything about "their" website. Wait a minute, aren't I talking to Marriott or is this some independent Hotel using Marriott as a 3rd party? She won't even look at me when talking to me until I pointed this out. The 35 CHF per person breakfast is not worth it. You'll get better value at any breakfast place around the area. The cook could not cook eggs over easy (came out well done with the yolk broken). That was the first sign. The second were the abundance of fruit flies just about everywhere. We spent the time swatting the fruit flies away while trying to have breakfast. I even found a fruit fly in the middle of a muffin I had grabbed. The neighboring table also complained about the fruit flies. I grab a mixed fruit dish that was in a glass container with a lid as to avoid the fruit flies and it had bubbles in the liquid. I gave the benefit of the doubt and thought maybe it was champagne but after smelling it, it was clearly fermented. I pointed this out and they opened up two different plastic containers in the back and one package was clearly bubbly while the fresher package was not. They seemed puzzled and gave me a bowl from the fresh package. I thought the fruit was freshly prepared but apparently it was store bought pre-prepared fruit presented in nice glass containers. It was very clear that the restaurant staff is inexperienced and did not know how to properly run a kitchen. The waiting staff was friendly but fairly new. All in all, the front desk management was indifferent about both issues. They will charge what they wanted and suggested that I contact Marriott. They blamed the restaurant and did not accept responsibility for the breakfast. They appear to be more concerned about the bottom-line and less concerned about hospitality. I think Marriott should reassess the management of this hotel as it gives Marriott a bad reputation. The Management here also runs the Renaissance hotel down the street. I would not stay here again.

It was a perfect stay in the heart of Lucerne. This beautifully designed property, crafted by architect Jean Nouvel, impressed us in every aspect. The wallpaper on the room's walls added a unique touch to the overall ambiance, and it perfectly suited for this destination 😉. Although the room was of average size, it was thoughtfully occupied with all the necessary amenities. One highlight was the blackout window, which my friend needed for a good night's sleep. The hotel's location was ideal for those seeking a bit of peace away from the crowd, and it was conveniently situated next to a food street brimming with restaurants. We ended up in a delightful Moroccan restaurant for dinner. The morning breakfast was not only delicious but also served in a very presentable manner. Hotel the Lucerne Autograph Collection truly provided a memorable and enjoyable stay. It is more suitable for couples than for business travelers. I would highly recommend it to fellow travelers looking for a well-rounded experience in Lucerne.

We were moved to this hotel from our original booking with the other Marriott property in Lucerne. The front desk manager assured us that it was an upgrade as it's a 5 star property. We have stayed at many 5 star Marriott properties, and this hotel does not meet the standard. The bed was uncomfortable, the linens were average, the towels were thin, the room was too warm and poorly lit. This could all be acceptable but not for $800 for one night's stay -- for a hotel that I didn't choose. When I politely expressed my concerns to the front desk manager and then the general manager, they were defensive about my feedback. When I asked for a modest refund, they refused. The level of hospitality and customer service at this hotel is very disappointing and not what I would expect from Marriott.

My family had a wonderful stay at the Hotel Lucerne in June. We booked 2 standard rooms and my husband and I were graciously upgraded to a spacious king loft suite. Our two adult children were next door in a standard twin room. Little chocolates and a bottle of water were provided in each room. Staff were all very friendly and helpful and the check-in/check-out process was quick and easy. Beds were comfortable and showers/baths had great water pressure and lots of hot water. Both rooms had nespresso machines. The shades are electronic, metal outdoor shades that are controlled by buttons near the bed or bathroom switches. Could control the air conditioning/ room temperature and we were always comfortable. Location was excellent- easily walkable from/to the train station and old town but quiet near a park and library. Hotel provides you with a local transit pass which we used to get to the Kriens station to go up Mt. Pilatus. The rooms are dark and lighting isn't the best, but since we were only there to sleep, it didn't bother us. My children went to the nearby Renaissance sister property to use the gym. Only had treadmill/light weights but was good enough to get a workout in. They enjoyed the coffee and shower at the gym also. Overall great option if you want a quiet, convenient location, air conditioning and large, comfortable beds (My husband and son are both over 6'3" tall and fit fine.) Tip- Look for the restaurant "HATO" neon sign and the hotel entrance is right next to that.