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“That's the most worse service in restaurant I ever have!”
Review of Hotel Pilatus-Kulm

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Hotel Pilatus-Kulm
Ranked #1 of 6 Hotels in Kriens
Certificate of Excellence
Bern, Switzerland
Level Contributor
57 reviews
32 hotel reviews
common_n_hotel_reviews_1bd8 40 helpful votes
“That's the most worse service in restaurant I ever have!”
Reviewed December 4, 2013

We stayed overnight there, and booked the dinner in restaurant as well!
Most unsatisfied service was we waited our mail meal about 1.5 hours, during this period, the waitress didn't dive us any explain, just let us keep waiting!!
And when we finally get our main meal, she only said kitchen has some problem…but other late guests got their meal faster than us!! That's the most worse service I ever have in Switzerland!!

  • Stayed March 2013, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
6 Thank 小艾愛
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
PilatusLuzern, Geschäftsführer at Hotel Pilatus-Kulm, responded to this review, December 15, 2013
Dear Guest
Thank you for your feedback regarding your stay at our historic Pilatus-Kulm Mountain Hotel. I regret that your stay this spring was not to your satisfaction. Since your stay is more than 9 month ago, it is very difficult for us to reconstruct what happened that night.
We invite our hotel guest every evening for a welcome drink at 6.30pm at the bar. Starting at 7pm we serve a 4 course dinner menu in the restaurant and normally all our guests are in the same time schedule for dinner. A difference of 1.5 hours in serving the main course is very unusual. But nevertheless we will take care of your feedback in order to assure that such a situation is not going to happen again.
To be welcoming hosts, that is the goal of the entire team on Mount Pilatus. We would be happy if you give us a second chance to welcome you again at 2132 meters above sea level!

Friendly regards from top of Mount Pilatus
Beat Füglistaller
Hotel Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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292 reviews from our community

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Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveler tips help you choose the right room.   Room tips (34)
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English first
Adelaide, Australia
Level Contributor
116 reviews
48 hotel reviews
common_n_hotel_reviews_1bd8 53 helpful votes
Reviewed November 8, 2013

Traveling in November we encountered the "between season" closure of the cable car. This was not a problem because the cog railway was a spectacular experience. The day we arrived it was clear and the mountain was snow free with the Alps in the distance snow capped and awesome. View the other side to Lucern and beyond was breathtaking. Check in was a breeze, our room was warm, comfortable and sizeable (by European standards). The evening started with complimentary pre dinner drinks with very friendly staff followed by dinner in the Queen Victoria Restaurant. Set 4 course menu was exceptional again with very friendly, courteous and happy staff. It was very windy outside overnight with a change forcast with snow in the morning. The mountain did not disappoint with snow falling (going sideways in the wind) by 10am. Snow cover transformed the mountain. Stopped snowing late afternoon and cloud broke up to reveal another lot of photo opportunities. we thoroughly loved our 2 night stay here and would recommend to anyone. The only negative we had was with the very strong wind the window shutters outside our room (locked open) rattled all night.

  • Stayed November 2013, traveled as a couple
    • Value
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    • Sleep Quality
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    • Cleanliness
    • Service
Helpful?
Thank Bruce W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
PilatusLuzern, Geschäftsführer at Hotel Pilatus-Kulm, responded to this review, December 15, 2013
Dear Bruce W

Thank you so much for your kind feedback regarding your stay at our historic Pilatus-Kulm Mountain Hotel. We are very happy to read such a nice comment on tripadvisor and thank you for your personal comments. I will be pleased to share your positive feedback with all our team members. We are actually working on the solution to the sound of the window shutters within the next weeks we should have a better situation with that.

It will be our pleasure to welcoming you again at our place; please do not hesitate to contact us any time! The entire team wishes you and your family a wonderful Christmas and all the best for the New Year!

Friendly regards from top of Mount Pilatus
Beat Füglistaller
Hotel Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Cairns
Level Contributor
110 reviews
22 hotel reviews
common_n_hotel_reviews_1bd8 63 helpful votes
Reviewed November 2, 2013

We had the worst timing going up the mountain. We pre-booked but the weather was foggy, rainy with zero visibility. The room was lovely but we couldn't get the heater going, so it was pretty chilly. The restaurant was fantastic and we very much enjoyed our meals. Service was exceptional. Such a shame we couldn't see or do very much. Breakfast was great too!

  • Stayed September 2013, traveled as a couple
    • Value
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    • Cleanliness
    • Service
Helpful?
Thank spumkin
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
PilatusLuzern, Geschäftsführer at Hotel Pilatus-Kulm, responded to this review, December 15, 2013
Dear Spumkin

Thank you very much for your feedback to your stay at our hotel. I am always very sorry for our guests, when the weather is not good. I know that a clear sight is an important part of the experience of sleeping on 7000 feet high! We are working on it and give our best to convince the sun and the stars to appear as often as possible… :-)

It will be our pleasure to welcoming you again at our place; please do not hesitate to contact us any time! The entire team wishes you and your family a wonderful Christmas and all the best for the New Year!

Friendly regards from top of Mount Pilatus

Beat Füglistaller
Hotel Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Bristol, United Kingdom
Level Contributor
3 reviews
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed October 17, 2013

We stayed at Hotel Pilatus-Kulm, while we were in Lucerne.The hotel staff was very accommodating and the check in was hassle free and quick. The hotel was well appointed and the décor was contemporary and aesthetic. The service was also excellent, the staff was very welcoming and cheery. The location was perfect for us as it had easy access to everything in the city.We quite liked the rooms and the service. The rooms and the bathrooms were impeccably clean and well furnished.Would love to stay here whenever we are back, since it such great value for money. Highly recommended.

  • Stayed August 2013, traveled as a couple
    • Value
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    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank joseph e
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
PilatusLuzern, Geschäftsführer at Hotel Pilatus-Kulm, responded to this review, December 15, 2013
Dear joseph e

Thank you so much for your very kind feedback regarding your stay at our historic Pilatus-Kulm Mountain Hotel. We are very happy to read such a nice comment on tripadvisor and thank you for your time writing this comment.

It will be our pleasure to welcoming you again at our place; please do not hesitate to contact us any time! The entire team wishes you and your family a wonderful Christmas and all the best for the New Year!

Friendly regards from top of Mount Pilatus
Beat Füglistaller
Hotel Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
calgary
Level Contributor
24 reviews
14 hotel reviews
common_n_hotel_reviews_1bd8 40 helpful votes
Reviewed October 11, 2013

We stayed at Hotel Pilatus-Kulm in early September. I had previously been up the Mt. Pilatus 2 years earlier and had always dreamed about coming back and staying at the top, I even rearranged part of our 5 week trip in order to stay just one night here. It was worth it! The staff was amazing from the beginning when I was sending emails to confirm the reservation, and everyone was so nice and helpful when we got there. Our room was amazing, at the very top of the building with the most breathtaking view. The room was extremely clean, the bed was so comfortable with beautiful down duvets, the bathroom was huge. We had such an amazing time. My fiancé is still talking about the cheese they served at cocktail hour in the lounge. I know it’s pricey but it is worth it, I just wished we could have stayed longer. We will be returning!

Room Tip: As for the top floor!
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  • Stayed September 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank beachbum1982
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
PilatusLuzern, Geschäftsführer at Hotel Pilatus-Kulm, responded to this review, December 15, 2013
Dear beachbum1...

Wow! What a nice feedback! Thank you so much for your very kind words regarding your stay at the historic Pilatus-Kulm mountain hotel.

It will be our pleasure to welcoming you again at our place; please do not hesitate to contact us any time! Very soon we will have a new booking machine on our website, so the booking will be even faster and easier than before!

The entire team wishes you and your family a wonderful Christmas and all the best for the New Year!

Friendly regards from top of Mount Pilatus
Beat Füglistaller
Hotel Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Level Contributor
3 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed September 29, 2013

I decided to treat myself to the Junior Suite in this hotel, it's not often you get to stay on top of a mountain. Unfortunately for the hotel staff we were the only guests there!. At 5pm when the tourists left for the day it was rather eery. Although having a mountain to yourself is an experience that won't be forgotten.

The price of the room included dinner with drinks and breakfast (and also the return cable car journey). When it came to dinner the table was set beautifully, our waiter was extremely friendly going into detail about where the food we were eating was sourced from and what drinks complimented it etc. There was a lovely spread for Breakfast which included various breads, ham, cheese's, juices, tea/coffee & muesli.

The room itself is without a doubt the best hotel room I have stayed in. (The room i stayed in, is the hotels profile picture so you can see for yourself)


Whilst we stayed it was snowing rather heavily so unfortunately we didn't get to see the stars or the sunrise. Although when the weather cleared up the view is incredible, and you can make the most of the picture opportunities before the tours to the top start up.

I loved this hotel and the experience that comes with it and will definitely visit again if you are in the area I would recommend a stay it is pricey (but then again I found most things in Switzerland were) but it is worth every penny.

Room Tip: If you want to treat yourself stay in the Junior Suite, it is on the top floor of the hotel and has...
See more room tips
  • Stayed March 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Rachel H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
PilatusLuzern, Manager at Hotel Pilatus-Kulm, responded to this review, October 5, 2013
Dear Rachel H
Thank you for the time you have taken for the feedback and especially the nice pictures! Your kind words make me proud on what we are doing and I will gladly forward your feedback to the entire team. To be welcoming hosts, that is the goal of the entire team on Mount Pilatus. We are more than happy when we fulfilled your expectations.
We are delighted when we may welcome you once again at 2132 meters above sea level!
Friendly regards from top of Mount Pilatus
Beat Füglistaller
Hotel Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Singapore
Level Contributor
4 reviews
common_n_hotel_reviews_1bd8 5 helpful votes
Reviewed September 24, 2013

The hotel is right on top of Mount Pilatus and needless to say, the view is breathtaking. But what impressed us most was the staff service. Staff are smiley and pleasant and the manager, Mr Beat Fuglistaller, was keen to keen to ensure guests have a good time and good stay. He recommended that we should head down the mountain via the gondola and try out the Tobogan ride. His encouragement was a right hit! Hotel room was clean and spacious and the corridor smell wonderful with lemongrass fragrant. The shower room was impressive in design and have thoughtful warmer system to keep towel warm and dry. Only shortfall is minimum amenities.

  • Stayed September 2013, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank GeChng
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
PilatusLuzern, Manager at Hotel Pilatus-Kulm, responded to this review, October 5, 2013
Dear GeChng
Thank you so much for your amazing feedback regarding your stay at our historic Pilatus-Kulm Mountain Hotel. We are very happy to read such a nice comment on tripadvisor and thank you for your kind comments. I will be pleased to share your positive feedback with all our team members.
It will be our pleasure to welcoming you again at our place; please do not hesitate to contact us any time!
Friendly regards from top of Mount Pilatus
Beat Füglistaller
Hotel Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Hotel Pilatus-Kulm

Property: Hotel Pilatus-Kulm
Address: Schlossweg 1 | Kriens/Luzern, Kriens, Lucerne 6010, Switzerland
Phone Number:
Location: Switzerland > Canton of Lucerne > Lucerne > Kriens
Amenities:
Bar / Lounge Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Suites
Hotel Style:
Ranked #1 of 6 Hotels in Kriens
Price Range (Based on Average Rates): $$$
Hotel Class:3 star — Hotel Pilatus-Kulm 3*
Number of rooms: 30
Official Description (provided by the hotel):
The successful conclusion of the complete refurbishment in August 2010 marked the beginning of another chapter in the vibrant history of the historic Pilatus-Kulm Mountain Hotel. The heritage-protected Hotel Pilatus-Kulm once again stands for the uniqueness that characterised it when it first opened in 1890. The generous hotel rooms and suites herald the dawn of a new era at Hotel Pilatus-Kulm with its distinguished tradition. ... more   less 
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Also Known As:
Hotel Pilatus-Kulm Kriens, Canton Of Lucerne, Switzerland

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