Seehotel Kastanienbaum

I went there with my family for cheese fondue. It was delicious and the service was pleasant and attentive. We dressed warmly. The open fire was wonderful; we'd love to come back next year.

A beautiful hotel on Lake Lucerne

This is the first time I've ever written a review, but today's experience needs to be said. We booked the Winter Magic Fondue Chinoise in the chalet with one of our families. Unfortunately, the service and value for money were poor and had little to do with the magic of the experience. We were told we'd be almost alone in the chalet because we were a large group, but that wasn't the case. We were placed at two tables that were far too close together, with fewer fondue burners than agreed upon. When we asked if we could have an extra one, we were told we didn't have any. No solution was offered, so we pushed the tables together ourselves and made it work. The aperitif was canceled due to the strong wind, so we had it inside the chalet. Making campfire bread over the bonfire was also impossible, understandable given the weather, but there was no clear communication as to why or any discount offered. Instead, everything was charged in full for the package. It's a shame there was nothing we could do about the weather, that's clear. We were looking forward to it, but they could have offered some kind of discount or something. Our server at our table didn't seem to want to work, and it was obvious from the start. Unfortunately, the whole evening reflected that. Orders were forgotten, and there was no communication about what was happening or how things would proceed. When we asked about the promised heated seat cushions, they said they didn't have any. We ended up getting them ourselves from the empty chalets later. There was too little broth in the pots when they were served; it was difficult to put the meat in them. When they tried to refill them clumsily/unmotivatedly, the chafing dish tripped. When they tried to relight it, they almost set their own jacket on fire. Refills of meat and sauces took a very long time and were mostly just thrown around towards the end of the evening. Every time they poured Coke, it overflowed. The last meat order was forgotten and never arrived. Every task was too much, and it had nothing to do with service. One simply expects more from a 4-star hotel, especially for an event like this, given its advertising. It's a harsh judgment, but the service was unsatisfactory, poorly trained, and unmotivated. It was unworthy of such an evening and event. Perhaps the staff member was overwhelmed or had too much to do, but then they should have asked for help from the team or communicated. The food was delicious, and there was plenty of everything. Kudos to the kitchen; it was truly excellent. I contacted the hotel before writing this review, but unfortunately, I was fobbed off with platitudes and no attempt to accommodate my concerns, with the explanation that the entire package had been served, etc. Similar to all the other negative reviews. It's a shame and has nothing to do with hospitality towards paying guests.