Hotel Walter Au Lac

Avis

• CC

  Christophe Christophe

  4 days ago
  5.0
  Magnifique emplacement, vue splendide.
• SA

  Savio Azar

  Sep 20, 2026
  1.0
  Absolutely unacceptable experience. I would never recommend Hotel Walter Au Lac. I have rarely encountered staff this rude, disrespectful, and unprofessional in a hotel. We were told we would have to pay 100 CHF for a missing key. We did not refuse to cooperate or start an argument — we simply and respectfully asked why we had not been informed in advance about such a significant charge, because obviously we would have been especially careful to keep track of the key. Instead of explaining the policy professionally, the staff member responded to me with “You’re not a kid.” I found this incredibly condescending and completely inappropriate for someone working in hospitality. What made the situation even worse was that when I asked if I could go back and check the room to make sure the key had not been left there, I was told that I could no longer access the room. This was extremely frustrating: we were being asked to pay 100 CHF for a supposedly lost key while at the same time being prevented from checking whether it was actually still inside the room. When we continued to question the situation respectfully, the interaction escalated to the point where staff screamed at us and told us to leave. Being treated this way simply for questioning a charge was shocking.A hotel can have policies and charges, but there is absolutely no excuse for speaking to guests disrespectfully, shouting at them, or treating a reasonable question as though it were an offense. Hospitality is not only about the room or the location — it is about how you treat the people paying to stay with you.Based on my experience, the customer service was appalling. I left feeling disrespected and extremely disappointed. I would not stay here again. Here, we felt like we were arguing in a bazaar. One of the worst hotel experiences I have ever had.
• CH

  Cat HK

  Sep 17, 2026
  5.0
  Communication before check-in was prompt, with clear instructions. Thanks to the complimentary Ticino Ticket, I was able to use public transportation for free during my stay, including the short funicular ride from Lugano Train Station. It made the walk to the hotel much easier, especially with a carry-on suitcase. My 5th-floor room was perfect. It had all the amenities I needed. Kettle, mini fridge, safe, hair dryer, etc. Best of all was the powerful AC, which is never guaranteed in Europe during hot summer. Highlight was definitely the balcony overlooking Lake Lugano. I could sit there all day watching the ever-changing breathtaking view. Simply relaxing, doing nothing and being very happy. Even on a rainy day. Buffet breakfast was included and served on a lovely floor with great view. The hotel may not be the most modern, and I could nitpick a few minor flaws here and there. But frankly, I was more than satisfied. Would happily recommend Walter au Lac and wouldn’t hesitate to stay here again.
• CA

  Cemre Aktas

  Sep 16, 2026
  5.0
  Perfect location with spacious, comfortable rooms and a wonderful view. The breakfast was sufficient, and there is a parking garage on the street behind the hotel. The staff were incredibly kind and welcoming. We had a wonderful two-night stay with our family and truly enjoyed our time here.
• MK

  Massiel K

  Sep 13, 2026
  5.0
  Beautiful stay!!