The Lucerne Hotel

"We had a week-long reservation at this hotel, but due to severe weather, Montreal and New York airports were closed one day after another for two consecutive days (July 13–14). All flights were canceled, and we had no choice but to return to Switzerland.\nThroughout this ordeal, the front desk staff—especially David—was extremely kind and understanding. He reassured us that we wouldn’t be charged for the missed nights and encouraged us to keep in touch. When we finally had to cancel the entire stay, David again promised a full cancellation without fees, asking only for proof of flight cancellation, which we provided.\nHowever, we were later contacted by the manager, Edwin Ramos, who said the hotel would charge us for one night. After a detailed discussion, he agreed to refund us fully, which we appreciate.\nWhile his initial response was disappointing—especially the comment that “I will investigate and someone would need to be held responsible”—we’re glad that he ultimately chose the path of understanding and customer care. We hope this experience encourages him and the team to continue supporting staff who show empathy and flexibility in exceptional situations. David truly exemplified excellent service, and we hope his approach is valued and encouraged.\nThank you again for the final resolution. The gesture meant a lot to our family after such a difficult journey."

"Great stay at the Lucerne! Very clean, comfortable beds, strong water pressure in the shower. Very convenient location near lots of restaurants and bars, Natural History museum, Central Park, and a very close subway stop to get you everywhere you need to go. Safe area. Staff was friendly and accommodating.\n\nRooms/decor are a little dated and so are the elevators, but that did not take away from our stay.\n\nGym is very small but clean and nice.\n\nWe are a family of five and booked two rooms - a regular room with two double beds and a suite with two queens.\n\nBook on the site and join their club for the best rate."

"Stayed with my family of 5 for 2 nights. The staff was very friendly and helpful and the rooms were clean and well appointed. It was also very quiet with no noise issues. However the ac in our room did not work well at all. It was at its coldest setting and did not keep our room cool, making it difficult to sleep. Additionally, the room had a musty, mildwey smell. Due to these issues, I would not stay there again or recommend staying there to others."