Kempinski Palace Engelberg

I booked this property through American Express Fine Hotels + Resorts, expecting the 5-star luxury experience that the Kempinski brand historically promises. Instead, my stay was completely ruined by a shocking lack of basic service and a deeply disturbing "don't care" attitude from the management. We arrived during a severe heatwave. The hotel has no air conditioning. While I understand this is part of the historic building's nature, the property's response to managing guest comfort in this extreme heat was non-existent. I called room service to request ice—a basic necessity in a suffocatingly hot room. I waited patiently for an entire hour. The ice never arrived. In the end, I had to physically go down to the bar to retrieve it myself. This is not 5-star service; this is a failure of basic hospitality. What makes this completely unacceptable is the management's reaction. I brought this serious service breakdown directly to the Duty Manager's attention. Instead of showing empathy, taking accountability, or offering a professional resolution, the Duty Manager displayed a shocking level of indifference. They literally did not care at all about the discomfort and failure we experienced. As an AMEX VIP guest, I am appalled by the poor service quality and the arrogant staff attitude. This establishment is clearly unable to meet the standards of a luxury resort. I have already escalated a formal complaint to American Express HQ and Kempinski Corporate Group. Avoid this hotel at all costs if you value your time, money, and peace of mind.

Amazing experience! Staff is amazing especially Maria!

I had an absolutely wonderful three night stay in May 2026 as a solo female traveler. The level of hospitality was seriously incredible. I did one spa day, one day going up Titlis, and one day in town. Spa was wonderful, especially the pool. I appreciated that the hotel staff encouraged me to go up the mountain even though I am afraid of heights – – it was great and I would come back in different seasons to try the different activities. I especially enjoyed trying different local cheeses at the cheese store and at the breakfast. Speaking of food, the restaurant was absolutely wonderful and accommodating. I am already trying to figure out when to come back next year.

Gorgeously located hotel that is the best in the area. Professional and courteous staff throughout from reception to housekeeping. Great food and wine choice and spectacular dining venues. My only complaints were the uncomfortable mattress and the sketchy light switches which are quite frustrating to use. Also air-conditioning was not working, probably turned off centrally and hence my nights were restless. Would highly recommend but these inconveniences need fixing if I am to go back

Who graded this hotel 5 Stars? No Air-conditioning, its the second night i am struggling to sleep, and no the Dyson fan is not doing much, other than make noise. The fridge in the room hardly works and the mini bar has not been restocked today. Ah, Room Service for an ice bucket? Dial 0 from room phone. Get an error message. Call the Hotel Reception from Mobile. Just rings out. What an awful setup.