Don’t let down your guard!

So sorry you experienced this. Thank you for this reminder. How especially disheartening to have it happen at a favorite location.

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.

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.

I am really sorry this happened to you - the (lack of) response makes it even more annoying.

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.

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.

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.

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.

Sorry your first post here was this type of story.

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.

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.

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.”

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.

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.

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.

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.

That’s why I always carry my bag and suitcase and have them in front of me at the front desk. Same goes with travel by trains. Always have my cross purse with all valuables on my body. So if they want to steal my suitcase or day bag they can get dirty clothes and some cheap mugs.

So, so sorry to hear this news. I have been traveling to Europe frequently the past few years, especially to Italy and Spain, where pickpockets are rampart these days. We also have been to Switzerland three years straight for husband's skiing, as well as Iceland a few times, which was always considered one of the safest (and most remote) places to visit.

Please don't berate yourself--you are a victim!
As tourism has increased, so has crime. Thieves want an easy and fast reward--distracted and happy tourists are their main targets. Remember, pickpocketing is almost an art--the theft has to be done silently and quickly, and the item is then passed from person to person in their "gang."

We have violent crime in the USA, sometimes with weapons, so we are not as focused on this more "subtle" criminal approach. I live in a big city with a fair amount of crime, so I have learned to be aware. Yes, it is terrible to be a victim, and it makes one a bit more paranoid and on guard constantly, but you still have your health. (That is why we have bicycle chains and clubs for car steering wheels!)

A family member was robbed of his wallet in Spain, and I went to the police station (I am bilingual), and the police told me this is a daily occurrence, and many travelers do not even bother to make a police report. Also, the jail sentences are minimal for youth, or for crimes with low value (yes, I know our passports are priceless), so the thieves, IF they are even caught, can be out in the next day or two.

When I was in the Barcelona train station (open to the public and a well-know pickpocket site), I wrapped all my suitcase bags around my legs and arms multiple times, and did not dare to read, just to make myself a "hard" target.

A tough lesson to learn, but hopefully your travel was enjoyable!

I also agree with Carrie and with jeanm that we shouldn't be casting aspersions so easily at a such a highly regarded hotel and staff.

We stayed there for a week in October 2025. We found all of the employees there to be among the most helpful and friendly of any we've experienced over the years. They really went out of their way to assist us in our activities and room amenities.

This same thing happened to my husband at a hotel in Petersburg, VA. His wallet was in his back pocket. I think he learned not to do that.