Rivage Hotel Restaurant Lutry

The treatment I received from the receptionist present on Sunday morning overshadowed everything that could have been good. When I told him that the room key didn't work, he sent me upstairs and the housekeeping opened my room and confirmed that the key wasn’t working and that it needed to be changed. I asked once more the receptionist to have a new key, but he insisted it was working good (meaning that or I was lying, or I was not able to use it). He came upstairs with me babbling that the key was working perfectly while rubbing the key on the coat only to discover that the key was not working. Complaining, he came downstairs to change the key and, instead to apology, he added that I had the check out that day and that I did not need the key anymore. From my point of view, such an arrogant and rude behavior is unacceptable in a hotel. The room was tiny, but by reading other reviews, I imagine that the lake side ones are bigger. The bed is a French size (140x200cm) and uncomfortable, and only had one duvet (160x200cm) for two guests. The hotel sells parking cards in the area. I suggest you not buy them: there is a car park two minutes walk from the hotel (Parking La Possession) which you pay from 7 am to 8 pm (it's free at night) and 4 hours cost 5.40 CHF plus 3.60 CHF for each additional hour. It only makes sense to purchase day passes if you no longer intend to touch the car between your arrival and departure. If you use it even just to go to Lausanne or Vevey, you will have to pay for the actual time of use.

When we arrived at Rivage hotel on september 6th, there was a paper at the reception of the hotel saying the Air conditioning system of the hotel is broken. The person at the reception said it will be fixed in 1 week and they can’t do anything for us to help. We asked for a portable A/C or fan, she said she doesn’t have that and she can’t do anything. She said just open the windows. We asked for a refund so we can change hotel but she refused. The temperature in the room was over 30 celcius and we travel with a 3 years old kid. We didn’t sleep all night because it was too hot. Secondly because the windows were open, there was alot of noise outside. The second night, they delivered a portable A/C but they didn’t install it. We had to figure out how to install it in the heat of the room with a little child. This portable A/c is not made for those type of windows, we had to let the window open and the curtain to let the pipe go outside. Also, the power cable for the A/C was too short so we had to go twice to the reception to get extension cord. The manager said he can give us free breakfast as compensation. We don’t find it fair because we paid an hotel to sleep but we couldn’t sleep. Now we have the portable A/C the window still have to be open so the heat comes back in the room, also the noise from the street and the light and sun from outside prevent us from sleeping. Insects also entered the room. The manager said because of ukraine war, the parts to repair A/C can take more than 4 weeks to arrive but refuse to reimburse us, saying that we book with Hopper and not directly with the hotel. When we contacted Hopper, they tried to speak with the management of the hotel but they didn’t want offer a refund, even for the first night. Over 2 weeks ago, I wrote an email to the owner of the hotel, i did not receive any answer from him.