We stayed at the Kempinski Palace for two nights and were not completely happy with our stay. We were charged a surcharge for early check-in. When booking the room, we requested early check-in if possible as we were arriving from an overnight USA flight and knew we would be tired upon arrival. A member of the concierge team contacted us and inquired when we would like to check in, we replied 11:00. We were then informed that the hotel normally charges for early check-in, 50 CHF per hour, but if we would like our room ready at 11:00, a surcharge of 130 CHF will apply. We agreed to the surcharge. We understand that hotels are not always able to provide early check-in, but if you suspect that you may be able to, why charge a surcharge? We have received an early check-in many times and have never been charged a surcharge. We also contacted the hotel prior to our arrival about a transfer from Zurich Airport to the hotel as we are unable to travel by train with luggage. The hotel arranged a transfer for 550 CHF. Our trip to the hotel was quite eventful as the car broke down on Engelbergerstrasse, an icy road, a short distance from the hotel. Our driver was upset as he lost complete power and could not restart the car or even open the trunk. He contacted the hotel. The hotel shuttle came and picked us up. When we checked-in, we honestly expected someone to express concern over our recent transfer issue, no one mentioned it, so we took it upon ourselves to explain the situation. Again, no one expressed any concern. Spoke to a Lady in Red, shortly after a brief rest in our room and again I brought up the transfer issue. I stated that I thought that management should be made aware of the car breaking down. To my surprise, she replied, ”Why?” She further explained that things like that happen and the hotel is not responsible as they only partner with the car company. It was not their car. During the exchange she was very matter the fact and expressed no empathy. The following day I met Mr. Korth, the Front Office Manager. He was empathic. Later that evening I learned that he contacted the car company and secured a reduction in our rate for the transfer. He also sent tea and strawberries to our room that evening. We were very pleased with his response. We also spoke to the same Lady in Red about going to Titlis. She told us that it was a short walk there from the hotel along a lovely river. We were familiar with the roads/ sidewalks to Titlis as our car broke down on one of them. There are very icy. We inquired about the hotel shuttle and she agreed that the shuttle could take us. She did not suggest that it could pick us up. We walked home and it was not a pleasant walk. We nearly fell several times. My spouse is his 70's and I am in my 60”s. Really think that she should have been more sensitive to our age and offered the shuttle service to and from Titlis. Adam, the bartender at the bar, was very friendly and provided excellent service. Katerina, a w
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