Hotel Monopol Luzern

房間大點就完美啦

The worst of the worst, not even worth one star. If you are expecting a clean place, I would never choose this hotel. I booked the hotel after seeing reviews that said it was clean, but the condition of the room was shocking. There were spider webs everywhere, and even the headboard of the bed was covered with spider webs, as if it had been left unattended for a long time or had been roughly cleaned. I went to the room late at night and ate the take-out food, and my stomach got upset, so I went down to the reception to ask for a room change, but the staff member didn't even apologize and said, "We can only exchange for a twin room. Otherwise, we will go and clean it up for you." If they had apologized from the beginning and exchanged for the same type of room, I would have just let it go without asking for a refund, but the hotel just kept repeating that refunds are absolutely impossible and that there are no other rooms available for exchange besides twin rooms. After that, I tried to negotiate with Trip.com customer service and waited at the reception for nearly 2 hours, but nothing was resolved. Even when they said there were no other rooms available besides twin rooms, the same double room was being sold on multiple platforms (Trip.com, Agoda, etc.). When I contacted Trip.com about this, they said that the server reflection was delayed, but an hour later, I confirmed that it was still available for reservation. In the end, I decided that I could no longer stay at this hotel, so I returned the room key around midnight and moved to another hotel. I continuously requested a refund through Trip.com, attaching supporting documents, but the hotel insisted that a maximum refund of 50% would be given. I did not even hear an apology from the hotel until the time of check-out. I have stayed at numerous 4-5 star hotels both domestically and internationally, but this was my first customer experience like this. I think that the rating in the review, as well as the 4-star rating, is excessive. * Also, although I am not sure, I think that they assigned me a connecting room without prior notice, since there seems to be another door in the room where I can swipe my card key. The worst of the worst—a hotel not even worth a single star. I strongly advise against choosing this place if you expect a clean and well-maintained accommodation. I booked this hotel based on reviews claiming it was clean, but the condition of the room was shocking. It was unclear whether the room had been abandoned for a long time or cleaned poorly, as spiderwebs were everywhere—even above the headboard of the bed. When I entered the room late at night, I tried to eat the food I had brought, but the sight of the room made me lose my appetite. I went down to the reception to request a room change. However, the staff offered no apology and said, “The only available option is a twin room, or I can go upstairs and clean it myself.” If they had apologized and switched me to the same type of room, I would have moved on without asking for a refund or complaining further. Instead, the hotel kept repeating that a refund was absolutely impossible and that a twin room was the only option available. I contacted Trip.com’s customer service and waited for nearly two hours in the reception area, but nothing was resolved. Despite the hotel insisting that no other rooms were available, I checked multiple platforms (Trip.com, Agoda, etc.) and saw the same double rooms being sold. When I brought this up with Trip.com, they claimed it was due to a delay in server updates. However, even an hour later, those rooms were still available for immediate booking. In the end, I decided I could not stay at this hotel any longer. Around midnight, I returned the room key and checked into another hotel. I provided all the necessary evidence to Trip.com and requested a refund, but the hotel insisted that 50% was the maximum they would refund. To make matters worse, I never once received an apology from the hotel staff—not even at checkout. I have stayed at numerous 4- and 5-star hotels both domestically and internationally, but this was the worst customer experience I have ever had. The hotel doesn’t deserve its star rating or even a single star, in my opinion. * Additionally, although I cannot be certain, there appeared to be another door in the room with a card key scanner, leading me to suspect that I was assigned a connecting room without prior notice.