Riviera – Hotel, Restaurant & Spa (formerly Golden Tulip Aix les Bains)

We stayed here over the Christmas holidays and left one of our suitcases behind. When I called, the hotel told me to arrange collection through a platform called Peekin. On December 26, I entered the details and paid CHF 85 for express delivery. They said it would go by FedEx and gave me a tracking number, but after several days the pickup still hadn't happened. I called again on January 8. The staff member spoke little English and said there might be a problem, so I should submit the request again. I paid another CHF 85, but again the suitcase wasn't picked up after days of waiting. The hotel then said FedEx would collect it the following week and asked me to email about the duplicate payment. I did, and got no reply. When I called the next week, the hotel said the package wasn't there, even though FedEx still showed it had not been collected. FedEx told me a courier came on January 9, but the hotel didn't hand over my shipment. FedEx closed my support ticket and confirmed the hotel had to arrange the pickup. I couldn't reach the manager. Each time, I was told they were away or in a meeting. Why hasn't a delivery that should be so easy been completed? Please refund the extra payment and hand my package to FedEx immediately. Edit on 21st Feb: After I posted this, they changed the status on peekin.me, which is a disaster of a platform, to say the luggage had left the hotel. But FedEx has no information and has repeatedly confirmed they never received it. If the hotel sent it, why can't they share the courier's name or any proof? If they've lost our luggage, please confirm it and refund our money!

We had a lovely, relaxing Christmas holiday in Aix-Les-Bains. It's a good hotel with good service, a great location, and a wonderful SPA center with saunas. We'll definitely come back in the summer.

The breakfast buffet was excellent, and having refillable spring water from the aix-les-bains spring was such a nice treat. The staff were wonderful, so helpful, thoughtful, and kind. Our room was incredibly comfortable, with lovely details like outlets by the bed, lots of lighting options, a gorgeous bathroom, a comfy bed, great wifi, and parking. We'll be back!

For €160, our small room had a double bed and barely any space. It's nowhere near four stars. You also have to pay extra for the pool and jacuzzi, which seems very unusual when other hotels include them. Breakfast and parking cost extra as well, so you don't get much for your money. The linen and towels were thin and low quality, and the sheets didn't fit the bed. The rooms are tired and need maintenance and improvements. There's a lot to do before this could feel like three stars, let alone four.