Nice hotel, subpar service
Posted Oct 16, 2016
When you stay at a 5-star hotel you except fantastic accommodations and service. While the former was true and we enjoyed the hotel accommodations very much, I'm unable to say the same about the service.
My now fiancé, who was at the time my boyfriend, had been planning to propose to me while in Lucerne for months. As part of the proposal plan, he reached out to the hotel concierge via phone and email to plan the proposal find a photographer to capture it. Upon check in, the woman at the front desk asked him while I was standing there about the photographer he called about to take pictures of the both of us. My then boyfriend said he didn't know what she was referring to, but she continued to insist he had contacted the hotel about this and she wasn't making a mistake.
When I was upstairs, my boyfriend went to the front desk and told them he couldn't believe a hotel at this status could be so unorganized and could say something that could ruin the surprise of the proposal he had been planning. Instead of apologizing or making amends, they continued to be defensive and say he should have communicated better. Even after this incident and after he did propose, the hotel management didn't once contact us to apologize about the juvenile behavior they displayed nor apologized upon check out. It was very disappointing to stay at a hotel that you can't rely on for concierge services nor stands behind the integrity of its customer service.