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Hotel Schlussel Closed in May! New Owner

Hotel Schlussel closed without notifying us of cancellation. We had reservations for the last week of May. I always confirm reservation two weeks in advance. While this was an unpleasant surprise, I was able to secure new lodging today, but at a higher cost.

The new owners of the hotel quickly responded and were very kind. The previous owner had promised to notify everyone. This hotel may still be a good place to stay after they open June 4th.

Other RS recommendations were full, so we used Booking com.

Posted by
878 posts

How did you manage to contact them? I’ve written to both their old and new email addresses and they have not replied. My reservation is for mid-June but I suspect they won’t honor it.

Posted by
16 posts

New owner

Hotel Schlussel Luzern
[email protected]
+41 41 410 16 81

There is that e in Schuessel in the email address

There is no way to contact previous owner. Maybe new owner is not fully booked yet.

Good luck!

Posted by
878 posts

Thanks! That’s the address I used. It’s been 24 hours with no reply. I have made a backup reservation. I hope you have a great trip.

Posted by
878 posts

The new owners also own Hotel Beau Sejour and Villa Maria. Even though they reopen before our dates, they replied:

"Thank you for your message. Unfortunately, we were unable to take over the old reservations of the previous owner and therefore could not find a reservation in your name. All availability and information can be found on our website."

And of course they are fully booked.

There was no apology from the new owners or indication that they expected the previous owners to notify us.

Posted by
5597 posts

That's awful! I guess a good lesson in confirming hotel reservations, perhaps more than once. I hope you find an acceptable replacement. Was this a RS recommendation?
Good luck?

Posted by
33810 posts

you don't know if the old owner refused to provide the information or the new ones didn't want it. Unfortunate for those with reservations but blame is not easy to apportion with what we know.

At least they replied.

Posted by
16 posts

We received a very kind reply from Claudio Berger. He sincerely apologized and said that Miss Bucher, the previous owner, 'abandoned' the hotel. She had promised to notify people with reservations. In this situation there was no possibility of transferring existing reservations. Surprising a RS recommended owner would handle things this poorly, but you never know what is going on in their lives.

Posted by
878 posts

Yes, it was a RS recommendation--and I noticed yesterday that the online updates for the Switzerland guidebook indicate that the hotel has closed. I don't necessarily blame the new owners, but they did not provide me with a response similar to the one MJ received.

There are very few rooms left that matched my needs, but I did find a hotel with good reviews through booking.com and then booked directly through the hotel: the Alstadt Hotel Krone Lucerne. I searched for it on the forum, but can't find anyone who has stayed there. The location is good.