Booked a 2 nite package in a Villa Junior Suite (with lake view), which includes a use of a Maserati for a day. I've previously stayed here 5 years ago & was blown away by the view, so thought I'd come back with my wife this time. What a disappointment.
In isolation, room was fairly good (with free wifi) except for a few things that spoiled it. If we didn't experience the restaurant & the other services described below, the overall rating will be a little better.
Room- plenty of old school charm, clean & modern. However, upon entry, the room stank of smoke. Pillows & blankets stank too. We requested a change but were told all rooms in the hotel were smoking rooms (I just checked the description prior to writing this review- it says it's possible to request non smoking rooms. Someone is lying somewhere!). Balcony faces the lake, but water keeps dripping down from floor above, making half the balcony constantly wet. The double bed was actually 2 singles pushed together- even blankets were 2 single blankets. Not ideal, but we didn't make a fuss. Cheap toiletries for a hotel of this calibre.
Transport- we were picked up from the train station by the hotel but driver was 5 minutes late. Unacceptable, since hotel is only 10 minutes drive away. We were also sent to the station upon departure. The bell boy & driver took one of our bags each. They didn't bother to carry them down the short flight of stairs at the main entrance, but dragged our bags down. Seasoned travelers will know that this is very bad for luggage wheels.
Breakfast- breakfast room was simple & nice. Spread is quite limited but acceptable. Good strong coffee. However, service is disappointing. Plates weren't cleared promptly. Bear in mind that this is a small hotel and there are maybe 5-6 tables occupied. On our second day, I was given a coffee cup with a big coffee stain at the lip area, only to be replaced with another with a not so big, but still evident lipstick stain. Seriously, staff don't seem to care at all.
Bar- seems like plenty of wealthy people congregate here for drinks or dinner, as evidenced by the supercars we constantly see outside the hotel. Waiters were indifferent, bordering on arrogant. I requested for a drinks menu but was instead greeted by "Should I suggest something for you, sir?". If I asked for the menu, I want the menu. When we finished our drinks, we weren't asked if we'd like another and empty glasses weren't cleared.
Dinner- nice busy restaurant, food was fairly good (and pricey but I suppose if you want to dine there it wouldn't bother you). Good extensive wine list. Waiters very professional at their work, but again indifferent. We weren't made to feel welcome at all. Just another couple spending a few dollars at their premises.
Car- our package includes the use of a Maserati for a day. I specifically asked over the phone AND via email which model it was going to be, and was told both times that it will be a GranTurismo coupe. They ended up giving us a Quattroporte saloon. The receptionist on duty was very apologetic (Alicia I think- really she's the only pleasant employee we've met). She tried to get it replaced for us but the GranTurismo was already loaned out. The receptionist that confirmed the model (Karin) told us she didn't know what a GranTurismo was, and thought Maseratis are all the same. If you don't know the answer, get someone else who knows to reply the email! Now some of you may think I'm being unnecessary fussy, but I know my cars well. We brought the car up to the mountains & it's simply too huge for the windy and narrow mountain roads. And I'm paying for it, so I think I deserve to get what I booked. It's as good as booking a lake view room (and paying for it) and getting a room without a view. In the end, we got a slight discount amounting to around CHF100.
We departed Lugano for Villa Serbelloni in Bellagio. What a HUGE difference in service & overall experience. If you're going to Lugano just to experience this hotel & Lake Lugano views (as we did), forget it. Bellagio has better views over Lake Como, is just a short distance across the border from Lugano, and you will have a MUCH more pleasant experience in Villa Serbelloni.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Member of Relais & Châteaux
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.