Here’s a real-life follow to September’s newsletter article, “Tourist Scams and Rip-Offs.” Hotel des Alpes Luzern (Switzerland) has been my go-to hotel for several years now. On my most recent visit - Sept. 2, 2025, thieves (four working together, posing as travelers) lifted my travel wallet from my carry-on tote as I was standing at the reception desk, checking in with my party of six. The clerk was disorganized with our room assignments, and in the chaotic moments of sorting things out, my hand left my tote - and my wallet (inside it) disappeared with the foursome that had been milling behind our group. I lost my passport, two credit cards, my global entry and insurance cards and about 200 CHF. Within 10 minutes, the thieves were attempting cash withdrawals from the MIGROS Bank Luzern ATM nearby. The desk clerk said she didn’t see anyone else in the lobby at the time of our group’s check-in (4:45 pm). But I had five witnesses to the contrary and descriptions to share when I reported the loss. Yes, I am a fool for not transferring those precious items to my money belt immediately upon arrival in Switzerland - or even before departure from the U.S. I knew better!!! The Luzern police officer who took my theft report said at least five U.S. travelers at day fall victim to street pickpockets and there’s nothing much to be done to stop it. “The thieves are after fast cash.” I was told, however, the circumstances around my loss were unusual and concerning enough to be investigated. Management at Hotel des Alpes offered no goodwill toward my “allegation of theft,” but did invite me to post a positive review as a returning guest. (As a side note: I love this hotel’s setting. During check-in, we were even excited to spy a Rick Steves tour group getting acquainted in a meeting room adjacent to the lobby! That’s always affirmation that you’ve picked a great place.) Miraculously, a sympathetic agent at the U.S. Embassy in Bern answered my email with a phone call and gave me an emergency passport appointment the next day, which kept our girls trip mostly on track. I share this simply as a reminder to play it doubly safe whenever and wherever you travel. I’m not sure I will ever stop still kicking myself over this!
Posted by
SE Washington, USA
630 posts
So sorry you experienced this. Thank you for this reminder. How especially disheartening to have it happen at a favorite location.
Posted by
Oregon
2899 posts
Thank you for the reminder. I find we are most vulnerable on those travel days: tired, distracted, trying to manage luggage etc. My niece had a similar experience in Florence many years ago checking into a hotel. She set a bag on top of her suitcase, and stepped forward to talk to the hotel clerk. When she turned around, a minute or two later, the bag was gone. Someone had just walked behind her and grabbed it.
Posted by
Bay Area, California
1818 posts
Hello Chris:
Very sorry that this happened. Switzerland is supposed to be safe and therefore it's easy to let our guard down. My Zurich service apartment room was broken into and I wrote about it in TripAdvisor. However, the manager asked the website to pull it. I reported this crime to the city's main police station, but the cops on duty refused to file a report. They just mentioned that this type of crime was worsening in the country. The thieves are many a time foreigners who travel from country to country to make a quick buck.
PSA: low crime isn't no crime. Be vigilant at all times.
Posted by
Paris
11008 posts
I am really sorry this happened to you - the (lack of) response makes it even more annoying.
Posted by
Pittsburgh, PA, USA
2952 posts
Please stop kicking yourself. This could happen to anyone. It is so easy to get distracted, especially when you are tired.
Thank you for posting this to warn others. It may help prevent it from happening to someone else. You have turned a bad experience into something positive.
Posted by
Chicago
3793 posts
Welcome to the forum!
I wonder if the hotel has been renovated since my last stay in June 2024. I’m having a hard time picturing how 6 individuals with luggage plus 4 crooks all fit around the check-in desk as that area is so tiny.
Posted by
Chicago
1850 posts
Given your experience with the staff at Hotel des Alpes, I hope you wrote a review on Booking, Tripadvisor, and/or other sites about your experience. I looked on Booking and TA. If you have reviewed, I missed it.
Posted by
6159 posts
So sorry this happened--and if we have to take the extremes that would have prevented something like this, then it isn't even worth it to leave the house.
I am very suspicious of the staff after the way you have described this. It sounds like they could have been in on it.
Don't many ATMs have cameras? If they wanted to at least identify the thieves, they likely could.
Posted by
Los Angeles
5358 posts
Surprised this would happen in CH, but I guess anywhere there are tourists (who have money and goodies) there is attempted crime.
You sure were carrying a lot of important stuff in one place, not a criticism.
Posted by
Fort Myers, FL
2167 posts
Sorry your first post here was this type of story.
Posted by
Sacramento, California U.S.A.
11182 posts
My thoughts are along the line of valadelphia’s. The behavior of the desk clerk is very suspicious and even the attitude of management is questionable. I wouldn’t be surprised if there is cooperation going on between hotel staff and thieves.
Posted by
Chicago
3793 posts
I would urge caution to those responders disparaging the staff of a hotel, which has a very good reputation, based on speculation and the words of a first-time poster.
Posted by
OP
2 posts
This first-time poster has Swiss-born parents and has traveled extensively in Europe, including with a Rick Steves tour to Prague and Budapest. I have an RS library of guide books, which I devour before each trip. I also am a veteran journalist who does not twist the facts. While at the U.S. Embassy in Bern, I was told by an agent that theft rings are at an all-time high across Europe, and U.S. passports are a high-commodity item. “It’s unfortunate but you have to be on your guard at all times.”
Posted by
Wengen
3398 posts
One thing I do is split my IDs and my CC over two locations. I have on small card holder that sits in my pocket (I do not have a wallet as I do not have a need for one) and the other cards sit in a holder on the back of my phone. That way the chance of both getting lost/stolen at the same time is low.
I think thieves do target Americans, as with European cards you cannot just head over to an ATM and get cash.
Posted by
Chicagoland
1272 posts
I'm sorry you had this experience.
I agree with Carrie, who has actually stayed at this hotel in the past year, that caution should be used before disparaging the hotel and its staff.
It's unfortunate that not one of your party of 6 witnessed the theft or was able to stop it, but were able to observe the Rick Steves' group next door. In my experience, I find the larger the travel party, whether family or friends, the less vigilant everyone becomes.
Hopefully, OP, the rest of your trip is brighter.
Posted by
Vernon, Canada
32528 posts
That's somewhat surprising for Switzerland, but I suppose this can happen in any country. It seems that thieves are becoming bolder as normally hotel check-in desks are fairly safe (at least that's what I've always found). Hope you're able to salvage your trip without too much trouble.
Posted by
Fort Myers, FL
2167 posts
I was told by an agent that theft rings are at an all-time high across Europe, and U.S. passports are a high-commodity item.
Interesting an agent told you this about US passports being a high-commodity item. With all the facial recognition in today's world and the high level of security within a US passport, I wonder what thieves would want with a US passport? Especially as they are reported stolen immediately.
Also, this hotel generally gets very good reviews.
Management at Hotel des Alpes offered no goodwill toward my “allegation of theft,” but did invite me to post a positive review as a returning guest.
How crazy is that? Tough noogies you got robbed in our hotel, but please leave a positive review. LOL. Sounds like a comedy skit on SNL.
Within 10 minutes, the thieves were attempting cash withdrawals from the MIGROS Bank Luzern ATM nearby.
I would have loved to have seen that video of thieves trying to guess the cardholders pin number. At least you have bank video of the thieves for the police to identify possibly. And with all the CCTV cameras around I would suspect they could have been caught.
Please keep us up to date on this caper. It certainly is an unusually one to say the least. Especially the reaction of the clerk at the hotel and management.