Novotel Lugano Paradiso bintang 4,5

My husband and I are visiting Lugano at the end of our trip across northern Italy and Switzerland. What was supposed to be a nice nostalgic trip as my husband lived and went to university here many years ago ended up starting off not so great due to our experience at the Novotel Pardiso. We are avid travelers and never have I experienced such disrespect and disappointment in what claims to be a 4 star hotel. We arrived yesterday with no issues only being told we had to prebook a breakfast time due to the hotel managing large groups. This is ok not a problem. We decided to have breakfast to our room and went to make coffee using their in room Nespresso machine to find that two pods were stuck in the machine. We then removed the tray to see if it was full and the coffee from the pods was clearly pushed through. We called the front desk for assistance and someone came to the room then accused us of breaking the machine and we would be charged 350euro. Our main issue here is no one really looked at or tried to fix the machine , their response was to accuse us and look for payment for a new machine. There was a full tray of pods in the room proving we had not been the ones to cause this issue as we had just arrived one night and the room had not been serviced yet. We were told to speak with the manager as the hotel were claiming apparently that the previous guests had not caused this problem therefore it was our fault. All of this treatment even though we were the guests whom raised the issue , there were two pods stuck in the machine and we had a full tray of unused pods in our room. The issue is not so much the coffee machine itself or even the money , it was the hotels immediate response of accusation , unwillingness to resolve and the managers response when we tried to discuss with her. We expressed our disappointment on how the situation was handled and the accusations expressing our intent to leave earlier as a result to be told “ it is too late to check out now “. We had already paid for our room for 3 nights and at this stage it was clear that the client is not important to this hotel. We left and do not even care for the money back on our stay as that was not worth the effort given the managers response to us leaving as “ good” We travel regularly in many 4 and 5 star hotels and this is the first time I’ve experienced such disregard from management and also such accusations and demand for money instead of resolving and discussing to resolution. We will most definitely not be recommending this hotel to friends , family or staying here for any future visits. Overall this is extremely disappointing as it tarnishes the good reputation and name Novotel usually holds for its establishments.

Not the best hotel, it wasn't so bad but they need to improve some parts of the services. We booked a breakfast buffet but the hotel was too crowded so we got breakfast in the room so we couldn't choose our breakfast items ourself. We didn't like the items which were served. The room was a bit small for the 4 of us. Poor water pressure in the shower so taking a nice shower after travelling for 7 hours was not the case.

This place used to be our favorite for a Lugano break or for a stopover. it’s now poorly managed and has no interest for clients but for profit only. In summer, avoid this hotel unless you’re a family or you enjoy kids hosted for free, yelling and running around all day around. We had specified a location for our room as we did for years and on our first stop, no consideration was given to us or for our 20 years loyalty and our 50+ nights spent with this hotel and much more with Accor. This hotel is now surrounded by tall buildings, one is under construction now, quite noisy during the week days. The windows have no more views and the place is becoming claustrophobic, It’s now time for us to encourage an other place as we noticed over the years this hotel diminish in terms of quality and appreciation.

Excellent room, value for money. Friendly staff. Excellent dinner service with a good choice of drinks to accompany food. Location is central to two train stations plus easy bus connections. Surround the hotel you have local bars and very unique restaurant reflecting food of the local communities. A must stay ….

While the overall stay was comfortable the service especially the front desk was disappointing. For starters the reception has a welcome drink which guests can consume when they arrive, however if a guest wants to have it otherwise - they are expressly stopped by the front office staff staring that ‘you can drink only at check- in not otherwise’. Wow! I found that rude and shocking. 0 points on hospitality for that. Late checkout - no flexibility to checkout late even by 30 mins. The front desk staff kept calling us inspite of a request to checkout at 12 noon latest 12.15 pm but no later. If you’re sitting in the lobby waiting to leave for your next meeting after checking out the looks from the staff were as if you’re unwanted. Your stay is over Just Get Out - don’t hover around. Complimentary drinks at the bar - served as if they’re doing us a favour and if you don’t consume the drinks the same as on checking in the front office staff will confirm with bar whether you have indeed consumed the complimentary drinks or not before renewing or issuing a fresh voucher! They don’t trust you and take your word for it! I personally found that offensive.