The hotel has an excellent location Lugano, 10 mins from the city center. The rooms on the lake have an great view (it is very much worth upgrading to the lake view rooms). We stayed in the new (executive) wing, which is priced a little lower than the main building, but I find it to be more appealing. The lake view rooms are a little larger than the other rooms, and are a good size with a comfortable bathroom (but no separate stand alone shower), the bath tub and shower are in one. The rooms have a flat screen TV but no DVD player and a few English channels mainly news.
The hotel has a nice mid sized indoor pool with large glass windows opening to the lake and side view with a comfortable outdoor terrace. It is not really a lap pool, but great fun for kids.
The lobby is grand and has nice sitting areas overlooking the lake as is the main restaurant (la Verenda) which has a nice terrace dinning area. The style is very classical typical of many Swiss hotels. However, the restaurant was not children friendly. The senior staff in the restaurant did not make us feel welcome with children and especially at dinner where they made it obvious that they did not like having children around (which was also evident by a lack of children’s menu). At breakfast the service was a little more relaxed and the younger staff made me and my family feel welcome, in particular Fabrizio who provided us and many other guests with exceptional service. As much as possible I would direct my requests to him in order to avoid the other less friendly (senior) staff. Overall the breakfast offering was very average as I found typical in other 5 star Swiss hotels, including some of the highest rated ones in the country. Since breakfast is often included in the rate there is a lack of focus on it.
The room service was a major disappointment. The deliver cart did not have a hot tray. And when they brought the soup it was NOT covered. I was shocked how soup could be delivered this way not only will it get cold but also from a hygiene prospective it was unacceptable. When I pointed that out to the waiter he was indifferent about it. Also, when we ordered a Cesar salad (which was not on the menu) the room service insisted that we order it with chicken or shrimp and then grossly overcharged us for it; CHF 52.
The front desk staff is friendly and the concierge is very welcoming and eager to be of assistance. This was my second stay in this property. If I come back to Lugano I will most likely stay here again, but would not be as enthusiastic about brining my kids.