Modern hotel in a very good location. Room was good and nice view to the lake, Restaurant was closed and no bottle of mineral in the room The lady at the check-in was not very friendly and usually this is the first impression in a hotel. Otherwise everything was good. Just stayed one.
I would like to make a serious complaint of my experience staying at Renaissance Lucerne Hotel (part of the Marriott hotels) which I booked through Expedia. When booking on Expedia, it stated that the room size is 19 sqm for the standard king size room for 2 people. However the room size is actually 17 sqm. In addition to this, part of the floor space is not usable due to the slanted roof which came up to my ankle. I will go through the series of events: - We were given room 609 (top floor with slanted ceiling) and although we found the room small, we were excited to arrive at Lucerne and decided to enjoy the time rather than complain. We did not assume the room size was smaller than advertised. - We were really frustrated by the small spaces in the room. We had to keep a luggage on the floor in-front of the door which we hit out foot against numerous times, there was very little space between the bed and the desk and hit out foot against the leg of the chair numerous times and when coming out of bed I had to be very careful not to hit my head against the slanted roof. The room felt very claustrophobic. I decided to measure the room myself and used the known height of my iphone 5 to measure 1m on a pair of jeans. I calculated that the room is 17 sqm. I called the reception and made a complaint however they insisted that the room is 20 sqm as per their floor plan which the architect measured previously. - I insisted that the manager of the hotel measure the room with a tape measure. Please find below/attached the dimension which the manager and I agreed on (totaling 16.78 sqm). The manager had a look at the architects floor plan and admitted they had previously measured it as 20 sqm as they wrongly assumed that the bathroom was the same width as the bedroom. The manager offered breakfast for free as compensation but I did not accept this as it was not adequate compensation. I was not offered an upgrade (which I would have declined anyway due to the effort of packing and unpacking). I opened a case with Marriott customer care and asked for the following resolution: 1) Remeasure all rooms at the hotel (there is a comment on tripadvisor from someone who was in room 617 and found the room "terribly small"). 2) Provide compensation for all previous guests in 609 and any other room thats found to be smaller than advertised. 3) To price the hotel rooms correctly going forward. Marriott customer service said that the manager would discuss the issue with me before I check out. - The manager said that will ask an architect to confirm the measurement. I checked out of the hotel. - The manager emailed me and said "After having measured the room again with professional equipement (laser measuring), I can confirm that the room has a size of 19 sqm, like it has been confirmed to you, and not the 20 sqm I had in mind". I believe the manager is not being honest. I measured the room as 17 sqm and this was following by a second measurement of 16.78 sqm which which the manager and I did together. The room is not difficult to measure. Additionally this contradicts the previous architects measurement of 20 sqm which the manager admitted was incorrect due to the bathroom width assumed to be the same as the bedroom width and this would reduce the floor space by approx 3.8 sqm [ (4.2 - 2.8)*1.8 ] which results in 16.2 sqm - much closer to the measurement done by tape than that done by laser. I replied to the manager asking for the floor plan which was done by laser and also to ask about their policy about what is considered floor space - surely the slanted ceiling which finishes to my ankle in the room causes some floor space to be unusable and therefore should not be considered part of the floor plan. - The manager replied and said "I am sorry to learn that your dissatisfaction with the room keeps you busy. Please believe me, there is no need. The room has been approved by Marriott International and the Swiss authorities. ". He did not provide the floor plan done by the laser and did not provide an adequate response regarding what should be considered floor space when the ceiling is heavily slanted (finishes to my ankle). Absolutely disgusting customer service from this hotel.…
Very nice location to explore the nice city of Lucern. The parking option is vEry convenient , comes at a fee. The rooms are nice and clean, we got a junior suite that is a bit bigger but not really reflects the price they charge for. The mexican restaurant they have is not really mexican, nor the taste or the design. More like a TGI Fridays. The reception staff was helpful and the ladies at breakfast were really great. Would stay there again.
This is a well located hotel but fall short of what you expect of this hotel chain. That said it's a good deal if you compare to Paris, London or New York. Small and with very limited service. There is no restaurant but you can eat next door in what appears to be a very lively luxury Swiss interpretation of a mexican cantina. Not exactly what you expect of an upscale hotel chain. Service was as gray as it gets, nothing good or bad to say. Rooms small and very clean and in-line with what you expect from Marriott. Overall pretty average.
This hotel is in the middle of Lucerne, a few minutes walk from the main train station. It is a rather small property and the rooms are also very small. However, the upkeep and furnishings are in good condition. Breakfast is being served in the adjacent Mexican restaurant and offers a good selection of Swiss and International breakfast favourites. Service is friendly. Parking is limited and the 3 inside the building can be very 'tricky' to get in and out from. Overall a good choice, mainly if you use public transportation.