Swiss Diamond Hotel Lugano

I felt like I was in paradise, and the service and location were both excellent. Giada at the front desk was reliable and lovely to deal with, and I’ve got nothing bad to say about the hotel. I read the earlier complaints about service, but I disagree. If you’re respectful and kind to the staff, they treat you the same way. I loved my stay and plan to come back.

The view alone doesn’t make this place worth staying at, and I wouldn’t recommend it. The reception staff didn’t speak English well, which I think should be expected at a five-star hotel. Service felt like two-star quality, and breakfast was just as disappointing. The bathroom sink smelled awful. They asked for a €200 deposit but refused to return it at checkout. Communication with staff was awkward, and their friendliness came across as fake. By far the worst “five-star” hotel I’ve stayed in.

We’d stayed here once or twice a year for 7-8 years. The spa was excellent, and the restaurant was especially good. Its staff always recognized us and made us feel welcome. Reception never did, but we let that go for years, until what happened with our last booking. We reserved two rooms for January 1 about a month ahead and got written confirmation. It mentioned renovation work and that we’d be staying in another building, which was fine. Nothing in the confirmation said we needed to confirm again. Then on December 31, an email arrived saying both rooms had been cancelled because we supposedly hadn’t confirmed. We’d received no reminders or requests. I called the hotel right away and was told it was fully booked and nothing could be done. After so many years of loyalty, this was deeply disappointing and frustrating. It leaves me feeling that long-term guests aren’t valued.

The taxi delay left my family under a lot of stress. We were lost just 15 minutes from the hotel and asked for a shuttle or taxi, services they say they offer to all guests. Even after telling them we had a 30-month-old child with us, it took more than two hours and six calls before a taxi was sent. Staff were unhelpful, knew little about the city, and seemed uninterested in assisting us. We also spoke with the owner, who introduced himself, but he was rude and disrespectful and refused to discuss what had happened. The receptionist said openly that she didn’t care and kept blaming the taxi company instead of accepting any responsibility. The room had very few amenities for a five-star hotel: just two plain Nescafé sachets and no tea bags, so bring your own if you want a hot drink. The hotel is isolated, with no supermarkets or other restaurants nearby. The only restaurant is the hotel’s own, and we found it underwhelming. My family and I had a truly unpleasant stay that fell short of even basic service standards.