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All reviews lugano paradiso minute walk to the lake monte san salvatore breakfast buffet nice hotel standard room nice pool comfortable beds excellent stay swimming pool night stay view of the lake city centre train station accor switzerland motorway
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Reviewed 12 October 2017

The entire stay at the hotel was as expected. most of the services provided were as contracted. The rooms were clean and Breakfast Buffet was great.

However on the checkout an unusual situation occurred by the Reception Manager:

It is customary in Switzerland for Hotel Guests to store their luggage in the hotel after checkout till the end of day. This enable guests to spend the last day touring around without worrying or towing their luggage around. This practice is performed by 3,4 as well as 5 stars hotels in Switzerland. it is rather a known "Customary rule".

However on Checkout, the Reception Manager refused to carry out this rule and insisted I collect my luggage before 12:00 O'Clock . this made me shift my plans to leave Lugano earlier and hence completely scrambled my schedule for the last day as well as made me lose my train seats reservation at 15:43.

The excuse was they had : A batch of 50+ Guests showing up this afternoon and they will fill their storage room.

Add to this is when I emailed my feed-back, I got the answer "this happens from time to time" from the General Manager !

I was expecting the receptionists and Management of the 4 stars hotel to be more Customer-Oriented as to understand their customer's requirements and act upon them. And to be flexible enough to come up with solutions for their paying-customers. not to expect the customer to be flexible and adapt to their situations.

I was Also expecting them to respect the known rules of the hospitality business in Switzerland.

if you intend to visit this hotel, make sure this doesn't happen to you and your family.

  • Stayed: October 2017, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Accorhotels.com
1  Thank am2017906
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Christian S, General Manager at Novotel Lugano Paradiso, responded to this reviewResponded 2 November 2017

Dear Mr. am2017906,
glad to read that your stay in our hotel was as expected and we meet you expectations.
As already answer and apologies to you separately by email; "yes" it can effectively happen that storage capacities for Luggage’s in our hotel are full and unable us to take more luggage’s in a secured way.
After checking your concern with our reception team and manager, no one obliged you to check out before 12am even if the check-out time is so.
When guest’s ask us to stay longer advising us in time and we have possibilities to do so we generally accept one or two hours otherwise you have also the possibility to book in advance a late check-out before arrival.
As you travel by train there is the possibility to stock as usual most of frequent travelers do, the luggage’s in the main railway station of Lugano in order to stay longer in town in addition you received our Ticino Ticket that allowed you to move for free in all the city so that we are surprised that you have had to change your planning if so please apologies once again.

Sincerely,
Christian S.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 29 September 2017

The best summer Novotel hotel from my experience. The swimming pool and area around are just perfect.

Breakfast was also at the highest standards.

At the same time, we were disappointed with the fact, that reception refused to keep our baggage for a couple of hours in the storage room after check-out, which is a very normal practice in all hotels. Ladies from the desk referred to overbooking and lack of space in the storage room.

  • Stayed: August 2017, travelled with family
    • Value
    • Rooms
    • Service
1  Thank Emin S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Christian S, General Manager at Novotel Lugano Paradiso, responded to this reviewResponded 2 October 2017

Gentile Emin S. Buongiorno,

thank you for this very nice review and for the great compliment!. We are glad to read that you enjoyed your stay with us.

Unfortunately it’s through sometimes Luggage’s mostly in high season, with more than 500 guest on site effetely it can happen that all our possibilities are in use and we are no more able to take more suite cases from our guest’s, please apologies that is happened to you.

We hope to welcome you back for one of your next trip to Lugano and send you our

Best regards
Christian S. & Staff

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 12 September 2017

We only stayed for one night and did not eat in the hotel. The staff on the reception desk were very helpful. Breakfast was good and the staff attentive. I prefer to be given a pot of coffee rather than to have to chase up a second cup.

  • Stayed: September 2017, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Accorhotels.com
1  Thank mjwigmore
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Christian S, General Manager at Novotel Lugano Paradiso, responded to this reviewResponded 14 September 2017

Dear mjwigmore,

Thank you for taking the time to leave this review. We are delighted to read that you appreciated the attentive and helpful staff, and the breakfastbuffet.

Concerning the morning coffee if your preference is a pot of coffee you just have to order it and we will served it with great pleasure.

We would be glad to welcome you back to Lugano and to our hotel, thank you for choosing Novotel.
Kind regards
Christian S.

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Reviewed 11 September 2017 via mobile

These hotels are so standarts you never disapointed with this hotel. You have what you think
Breakfast was good room was spacious ,good decorated and very clean
It was a little bit far from city center

Stayed: September 2017, travelled with family
Thank emiromer
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Christian S, General Manager at Novotel Lugano Paradiso, responded to this reviewResponded 12 September 2017

Gentile emiromer,
glad to read that you enjoyed the stay with us and thank you for your recommendations of our brand, we appreciated it a lot.
We hope to welcome you back soon again to Paradiso Lugano and to Novotel
Kind regards
Christian S.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 6 September 2017 via mobile

Quality of standard room was excellent, bathroom and amenities were good. Location was perfect due to proximity to promenade area with all cafes and restaurants. Cafe in the lobby serviced excellent food. Breakfast was very very good - excellent. Staff was friendly.

For runners - run from hotel to boat station where small park is located - equals 5 km in total.

I was disappointed with one thing, but that concerns Accor loyalty program and isn't relevant to all readers.

Stayed: September 2017, travelled on business
Thank DctrG
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Christian S, General Manager at Novotel Lugano Paradiso, responded to this reviewResponded 8 September 2017

Gentile DctrG.,

Thank you so much for this nice review posted on TripAdvisor.

We are glad to read that you enjoyed your stay with us and that you appreciated our hotel.

Please feel free in contacting us at h6775-re@accor.com in order to be able to assisted you with any concerns about the Accor Loyality Program our coordinator will be pleased in helping you.

Thank you again for giving the preference to Novotel and we hope to welcome you back soon again.

Kind regards
Christian S.

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