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“What makes a 5 Star Hotel ?” 2 of 5 bubbles
Review of Grand Hotel Eden

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Grand Hotel Eden
Ranked #24 of 45 Hotels in Lugano
Lake Lucerne Area
Level Contributor
12 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 13 helpful votes
“What makes a 5 Star Hotel ?”
2 of 5 bubbles Reviewed 12 August 2011

This supposedly 5 Star Hotel is in a nice location but provides an overall package which falls short of 5 Stars.

There was a lack of attention to detail which unneccesarily caused us annoyance and disappoinment. We paid 500 CHF per night for a Junior Suite but we had to transfer to another room due to an infestation of ants. To be fair, the hotel did ugrade us to a better suite free of charge following our complaint but our holiday was already spoiled - it was not nice for our 5 year old son to find the ants and be frightened by the experience. I think the ants had been there for some time from the number of "dead bodies" we found after a detailed inspection of every part of the room following the initial discovery

Other problems included free drinks vouchers which were supposed to be redeemable at the bar. Unfortunately the bar was always deserted with no staff there either (during the early evening - 7:00 pm) - there were no notices either to inform us how to find the staff. After 10 minutes (on 2 separate evenings) we just gave up and went to another hotel down the street.

The Eden also gave us 20 CHF worth of petrol vouchers which we had to sign before receiving them. Unfortunately they could not be used at the AGIP petrol station (it was an AGIP promotion) as they had already expired 9 months before our arrival at the hotel. When we saw the date stamps on the vouchers we had checked with the hotel that they were still valid - they said they were but they were not accepted by AGIP! The hotel discounted our bill by 20 CHF but it was the principal of being misled rather than the money which annoyed us.

The Restaurant Service is very good as it should be considering the really high prices.

Valet Car Parking is excellent and the staff are generally helpful and nice.

Location is excellent right by the lake.

However, we were disappointed with the overall standard of the hotel and would only rate it as 3 stars not the official classification of 5 stars. The hotel did not offer good value for money - you don't get the standard that you pay for.

5 stars should mean luxury, attention to detail and no problems for the clients to discover for themselves.

Six years ago the hotel was a very nice genuine 5 star property but standards have now dropped significantly so we will not be staying there again.

I am unable to recommend this hotel.

  • Stayed August 2011, travelled with family
    • 1 of 5 bubbles
      Value
    • 3 of 5 bubbles
      Sleep Quality
    • 1 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
Thank graham s
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
NOWLugano, General Manager at Grand Hotel Eden, responded to this review, 24 August 2011
Dear Sir,

Following your message regarding your stay the last week end at our hotel we appreciate your comments which for sure we will take in consideration as they will help us to improve our services.

We deeply regret to read your comments on your room which has taken us by surprise as we are more than anything aware of these kind of unwelcome occurrences and our housekeeper is very much aware of this aspect of cleanlier.

During summer we serve at our terrace instead than inside, as the weather in nice. There should have bee an information sign addressing our guests to the terrace, and again, please apologize if the sign was not visible.

Concerning the vouchers of petrol, we have checked with the petrol station why they did not accept them, as the date that was stamped on them was the date of issue and not the expiry date. Kindly note that this is a promotion from the hotel and not from Agip. This might have been a misunderstanding from the lady that served you at Agip as the owner confirmed to us that they do accept them.

We hope you can give us a second chance to revert all this situation, please let me know if you are planning to make another trip to Lugano so we can welcome you again and trust me, we will do our best to make you change mind!

Looking forward to welcoming you back soon to our property,

Kindest regards

Nicolaas Wiemeijer
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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291 reviews from our community

Traveller rating
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    40
    26
    13
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45
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72
Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4 of 5 bubbles
  • Rooms
    4 of 5 bubbles
  • Service
    4 of 5 bubbles
  • Value
    3.5 of 5 bubbles
  • Cleanliness
    4 of 5 bubbles
Traveller tips help you choose the right room.   Room tips (30)
Date | Rating
  • Dutch first
  • English first
  • French first
  • German first
  • Greek first
  • Italian first
  • Korean first
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English first
Melbourne, Australia
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
5 of 5 bubbles Reviewed 27 April 2011

literally, that is the name of the hotel EDEN in the area of LUGANO called Paradiso!
and what with the restaurant directly on the lake, the mists encircling the peaks in the distance, where Italy lies, it would be difficult not to agree with the fortuitous naming of the hotel and area. The service was very high standard, the hotel is well placed along the lakefront, within walking distance of the main square, the rooms are large and all with balconies and bath. They have specials on all the time.
Although our home is in Melbourne Australia, like General Macarthur "We shall return!!" to the (garden of) EDEN in PARADISO!!

Room Tip: a free shuttle bus from the hotel to the station
See more room tips
  • Stayed April 2011, travelled as a couple
    • 4 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
1 Thank felix33c
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Zurich, Switzerland
Level Contributor
30 reviews
24 hotel reviews
common_n_hotel_reviews_1bd8 34 helpful votes
4 of 5 bubbles Reviewed 17 April 2011

Staff were friendly and accommodating. We had a room in the second block slightly further away from Lake Lugano. All balcony's overlooked the lake and the view was stunning. Rooms were clean and comfortable. All necessities were provided e.g. bathrobes, vanity sets, Pool and jacuzzi/spa Eden was relaxing, drinks were also provided for free around this area. We only had breakfast at this hotel, but the buffet was very civalised and well stocked with a variety of breakfast foods.

Only negative, was that it was not walkable from the Lugano main station, it is worth getting a taxi (the hotel can arrange this) for around 24 Euros for the short journey.

  • Stayed April 2011, travelled as a couple
    • 3 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
1 Thank TravelEurope87
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
New York City, New York
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
3 of 5 bubbles Reviewed 12 April 2011

I traveled here on business for a board meeting. The rooms are small. The bed is very thin and there is a pawcity of ammenities. The front desk was difficult during check in. The airconditioner was broke as was the internet. The gentleman who tried to repair the internet connection was very nice but unsuccessful. There was no GM or assistant GM to speak with after 5:30pm. My trip was expensive, definately a 5 star price. Admitedly i had a 5 star view, but i was staying at a 3 star hotel.

  • Stayed April 2011, travelled on business
    • 1 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Sleep Quality
    • 2 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 2 of 5 bubbles
      Service
Helpful?
1 Thank zagat_hopeful
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Greensboro, North Carolina
Level Contributor
7 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 3 helpful votes
3 of 5 bubbles Reviewed 4 January 2011

Pluses: The rooms have a great view of the lake, and are very clean. The maitre d's were both very helpful, delightful actually, and provided some great recommendations. Also, the valets and a couple of the front desk people are very nice and helpful.

Minuses: A couple of the front desk people give the impression that you are bothering them when you ask for something. They do not have the attiitude of "I am happy to help you." I have stayed there on more than one occasion, and this has been the case. Even with the other pluses, this fact will cause me to stay at another hotel on my next visit. Also, the prices in the dining area are too high.

  • Stayed November 2010, travelled on business
    • 3 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 3 of 5 bubbles
      Service
Helpful?
1 Thank goldenfleur
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
NOWLugano, General Manager at Grand Hotel Eden, responded to this review, 10 January 2011
Dear Sirs,

It is with consternation that I have read your comments on Trip Advisor regarding your stay in November at our hotel.

I am deeply sorry to hear that your stay at the Grand Hotel Eden was unpleasant due to the impression of carelessness from some of our staff. I realize that we have not met your expectations and those moments lived at our hotel cannot be brought back and remedied.

May I kindly ask you to consider contacting me personally when you are planning to come back to Lugano? I hope you can give us a second chance to revert your opinion on our hotel and remedy everything which has made you decide not to consider us anymore.

Dear Sirs, please accept my most sincere apologies for what happened and look forward to the pleasure of welcoming you back soon to our property.

Respectfully Yours,

Nicolaas Wiemeijer
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
New York City, New York
Level Contributor
115 reviews
112 hotel reviews
common_n_hotel_reviews_1bd8 164 helpful votes
4 of 5 bubbles Reviewed 30 November 2010

Lovely property located right on the shores of Lake Lugano. The rooms have stunning views of the lake. Try to get a room in the lakeside annex if you can.
The hotel’s décor is a little dated but the property is comfortable, the rooms are large, and the service is good and friendly. The hotel is also conveniently located within an easy 15 minute walk of the center of the old city.

Best things about the property:

- stunning views and balconies
- convenient location
- very European / local feel to the property
- large bathrooms with Etro amenities

Opportunities for improvement:

- a little hard to control the temperature in the room. My room got a bit cold at night
- bedding is inadequate for a 4 / 5 star property. The sheets felt a bit rough and there was no comforter / duvet to combat the cold temp of the room
- not enough and inconveniently located electrical outlets
- costly wireless internet access (25 CHF per day). Cheaper Ethernet access is available (10 CHF per day) but the access point is located bedside not at the desk

Not a perfect stay but a good property and I would consider staying here again but would try to remember to bring my PJs.

Don’t be deceived by the photos of the exterior. Admittedly, the exterior looks like something out of 1970s Florida but the interior is quite comfortable and the architecture lends itself to excellent views.

  • Stayed November 2010, travelled on business
    • 4 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
1 Thank Japan_Gaijin
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
NOWLugano, General Manager at Grand Hotel Eden, responded to this review, 5 December 2010
Dear "Japan_Gaijin",
Thank you for your comments and personal review of our Hotel.
Best regards
Nicolaas Wiemeijer
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Maarkedal
Level Contributor
24 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 21 helpful votes
3 of 5 bubbles Reviewed 21 November 2010

Hotel Eden has a very nice location, at the lake shore. Room was big enough, but decoration was very old style. Sleeping comfort was ok.
Cleanliness of the bathroom was not in line with the 5 stars (e.g. shower door has stains of mould, red marks (lipstick?) on the side of the bath).
Breakfast was good, great view on the lake from the breakfast room.

Internet / WIFI connection has to be payed for separately, which I find totally unacceptable for a hotel of this category and price.

  • Stayed November 2010, travelled on business
    • 2 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Sleep Quality
    • 3 of 5 bubbles
      Rooms
    • 2 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
1 Thank tom_vdv10
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
NOWLugano, General Manager at Grand Hotel Eden, responded to this review, 5 December 2010
Dear “ tom_vdv10“
Thank you for your positive comments as well for those which remind us of the continuous monitoring and improving of our services and facilities.
Regards

Nicolaas Wiemeijer
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Grand Hotel Eden

Property: Grand Hotel Eden
Address: riva Paradiso 1, Lugano 6900, Switzerland
Region: Switzerland > Swiss Alps > Canton of Ticino > Lugano
Amenities:
Bar / Lounge Business Centre with Internet Access Casino and Gambling Fitness Centre with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#5 Spa Hotel in Lugano
#10 Romantic Hotel in Lugano
#13 Luxury Hotel in Lugano
Price Range (Based on Average Rates): $$$
Hotel Class:5 star — Grand Hotel Eden 5*
Number of rooms: 115
Official Description (provided by the hotel):
The Grand Hotel Eden lies on the water front of Lugano Paradiso one of the sunniest spots in the area of Canton Ticino. Modern and charming, the spacious bedrooms provide all the comforts needed to make our guests' stay an unforgettable and relaxing experience.An ideal place for meetings and business trips alike, the Convention Centre is equipped with the latest communication and conference technology, including video conferencing. ... more   less 
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Also Known As:
Grand Hotel Lugano

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