Mandarin Oriental Palace, Luzern

Just stayed here as a very experienced Mandarin Oriental Pearl member. The hotel had some great aspects, but also some aspects that could be improved. The upgrade to a terrace room facing the lake was incredible. The terrace was massive, had proper furniture and the views are immaculate. Might be the most beautiful terrace and view I have ever seen from a hotel room. So make yourself a facor, and book a lake view room, worth every penny. The room was super modern. Room itself was really really good. Only downside was very narrow single beds, and the very very firm mattress. I think it did not have the same down topper their Kind beds always have. The staff was always very friendly. However, some unfortunate hickups occured, which definitely should not happen at the very best hotels. I asked what benefits my Pearl membership would provide at dinner, they did not answer the question correctly. I then sent them pictures of what their website states as the benefits. Only after that they confirmed those benefits were accurate. However, these benefits were not provided to us at dinner, until I asked about them. And still, the waitress said I could use 1/2 of the benefits, not both, even tho the front desk and MO app had confirmed both would be included. I did not state my disagreement, as I was unsure what was correct and what not. Also at dinner, we ordered 2 tenderloins, one medium, one medium rare. Both were cooked well done. I showed mine to the waitress who appoligized and offered to make a new one. However, it took almost 40 minutes to get the new one, which was just as well done as the previous ones. I was not going to order a new one, so I accepted my faith and ate it alone, as my accompanion had already left for bed, after our very long driving day. They did not charge the fillet, which was a nice gesture. However, the bill had 1 too many cokes, but I was ready to go to bed and once again accepted my faith with the overcharge. Another issue was that the valet service forgot our car keys with them after our checkout. We had a brand new car, so we had 2 sets of keys with us. Then we had driven all the way to Zurich when they called us and informed of the accident. It was too late, we did not have time to drive back so they suugested of shipping those to us to MO Vienna, where we are staying now. That is a big mistake. However, I understand mistakes happen and they took responsibility of the mistake and found a way to manage it. If the view from the terrace was not so stunning, I would have been quite disappointed in our experience here, but luckily the terrace and view gave us somthing to properly enjoy! The staff were heavily understaffed at the Mozern restaurant that evening, the service was far from intimate and personalizez and attentative. The breakfast was quite good, they had everything and everything tasted excellent. The location is perfect, walking distance to everywhere, but still on a quiet part of the downtown. The staff was always very friendly. Especially the doormen and the front desk and especially Emily, so happy, and genuine, offered perfect customer service.

Had the opportunity to stay here for two nights prior to a river cruise. The hotel is very pretty with a great view of the lake. The room was nice. But the staff? Unbelievable! They were ALL so incredibly attentive, accommodating and friendly. Each one couldn't do enough to ensure our stay was amazing, and they succeeded!

Booked standard room with no lake view and the room was huge! Clean and great amenities. Staff were great - extremely polite and engaging - service was excellent! Best hotel stay!

Nil

One of the top 2 or 3 hotels we’ve stayed in. An amazing location directly on the lake with stunning views, a superb staff, excellent food, and highly comfortable, functional rooms. We did not want to leave and look forward to returning.

Beautiful location, amazing staff/service. From arrival to departure; everyone was attentive, helpful, and absolutely amazing. Completely sold on this brand. From moment you arrive, staff waiting to take your bags, offer you a drink, and take you to the front desk. At the front desk, you will be greeted by the most friendly host/hostess who will check you in; take you to your room, and show you around the hotel. The rooms are clean, the amenities phenomenal, and the service great. You are situated right on the lake with stunning views, walk outside and you are on path to main city along the lake. Perfect location. Best hotel/service we have been to in a long time.

The concierge and support team more helpful to us and our family is very Happy

Beautiful hotel. Everything was amazing!

Nothing!