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Reviewed 11 May 2021 via mobile

We went with high expectations but were somewhat disappointed. It was a lot of little things that I considered not good enough for a 5 star rating. In fact I would only rate it 4 stars.
The stain on our Fr1’000 per night bedroom carpet was not nice but the view was fabulous. Overall the decor was a bit dated and there was a lack of fresh flowers throughout the building. The spa itself was very disappointing (small) but the massages were very good. The outside heated pool is great.
Positive feedback for all the staff who were always professional and friendly. And the food was good too.

Date of stay: April 2021
Trip type: Travelled as a couple
Thank gillianp90
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Simon Spiller, General Manager at Hotel Eden Roc Ascona, responded to this reviewResponded 13 May 2021

Dear Gilianp,

Thank you very much for your important review on Trip Advisor and your recent stay at the Hotel Eden Roc.

Rest assured that the wellbeing of our guests is utmost important to us and I very much regret that we were not able to convince you totally throughout your stay in terms of our decoration as well as our Spa area. Moreover I would sincerely like to apologize for the stain on the carpet which does not correspond to the standard of our house at any time and we will take care immediately.

I very much appreciate your warm comment about the great view, massages, the professional and friendly staff as well as the food. We all felt keenly encouraged.

I would be delighted to welcoming you again at the Hotel Eden Roc and remain,

Yours sincerely,

Simon Spiller
General Manager, Hotel Eden Roc

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Reviewed 21 April 2021

I was recommended this hotel by a friend and was in desperate need of some rest and relaxation. As soon as I arrived at the Eden Roc I knew I had indeed come to the right place to recharge my batteries, the welcome was first class and the attention to detail extremely high. An example, I had forgotten my swimming goggles, within 5 minutes of informing the man in the spa he has brought me a pair which I was obviously not expecting. I should also mention the food, stunning pools, breathtaking location and friendly staff. Verena in particular was exceptionally professional, she treated me as if I was a guest in her own home. I'll be back with my family next time. Thank you for this wonderful stay.

Room tip: Get a room with a view over the lake
Date of stay: April 2021
  • Trip type: Travelled on business
    • Location
    • Cleanliness
    • Service
1  Thank JonathanSwitzerland2
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Simon Spiller, Geschäftsführer at Hotel Eden Roc Ascona, responded to this reviewResponded 29 April 2021

Dear Jonathan,

thank you very much for having taken the time to valuate our hotel on Trip Advisor.

I am delighted that you had such a pleasant time and that you could get new life energy during your stay at the Hotel Eden Roc.
We strive at all times to do everything possible to ensure that your stay fulfills your wishes and please be assured that I have passed your kind words to the team and especially to the Spa and Verena who made this experience exceptional.

I am very much looking forward to welcoming you and to meet your family in the near future.

With kind regards,

Simon Spiller
General Manager

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Reviewed 10 April 2021 via mobile

Service is extremely good. The staff does care, from the concierge, housekeeping staff, maîtres d’hôtel ... service is top notch
Location is perfect in the beautiful village of Ascona. Great lawns with sunloungers overlooking the lake.
The junior suite we had was renovated : sleek with a beautiful bathroom, wooden floor.
The quality of the food is phenomenal. I particularly like the ´´moving mountains ‘´ concept with an emphasis on healthy products.
It is true that some parts of the hotel could need an upgrade (lobby for example)
Last but not least, congratulations to the florists!
I loved the intimate resort-like feeling ... booked for next month !

Date of stay: April 2021
Trip type: Travelled as a couple
1  Thank duduvoyage
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Simon Spiller, Geschäftsführer at Hotel Eden Roc Ascona, responded to this reviewResponded 29 April 2021

Dear Guest,

Thank you for your taking the time to share such an wonderful experience with us on Trip Advisor.

What a happiness to read that you have enjoyed the renovated junior suite, our service and especially our "Mouving Mountain" concept.
It is true that our florists create such beautiful flower arrangements. Be assured that your kind and encouraging words were shared with the whole team and they were keenly thanked.

Looking very much forward to welcoming you back among us.

Yours sincerely,

Simon Spiller
General Manager

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Reviewed 3 April 2021 via mobile

Don’t get the score of 4/5 wrong. I only give 5/5 for impeccable experiences. This is a great hotel with generally friendly and well-trained staff, although opinions and tastes probably vary on the pastel-colored deco with some eclectic choices of furniture....felt very 1980s despite newly renovated areas. This may reflect the typical clientele which are to a large extent return customers of older caliber or families.

A few honorary mentions for a start:
Both Roberto (Concierge) and Roberto (service at dining) were excellent at what they do. Attentive, curious, professional and efficient. Tanya the physiotherapist at Spa/massage was also very skilled. In general staff was attentive, polite and friendly.

Room service breakfast was a massive disappointment. A total of three items were forgotten (that were confirmed in the written order) and portions were smaller than what I am used to in five star establishments. Had to call and chase down the order and by the time it arrived my spouse was already done with her breakfast. Cappuccino cups were not covered (with eg card board or cellophane) and hence delivered cold. One would think that a hotel at this level would have a quality control/double check physical slip filled by customer before releasing ? Also, housekeeping forgot to provide extra (firm) pillows despite confirming the request in writing prior to arrival. Upon later requesting the pillows at reception (specifically asking for firm pillows) we received small soft ones.

The room (a comfort suite with lake view) was spacious and recently renovated with a large and very comfortable bathroom, shower etc. The air conditioning seems to be only an “air circulator” as it doesn’t cool the room below
23C which in a hot climate beach hotel is surprising. Maybe our cooling wasn’t working properly ? It’s also worth noticing that upon arrival in the room we received a complimentary bottle of Champagne (Roederer, not a Prosecco....) and had our Nespresso capsules frequently refilled.

The main bar has a great selection of drinks (although beer selection could be better at a warm destination beach hotel) and the drinks are well prepared.

The lawn, grounds and facilities are in impeccable condition. However the food in the main (half-board) restaurant was a partial disappointment. Some meals were simply tasteless (even vegan meals can use spices and herbs to provide flavor...). The “orientally inspired salmon” is better at IKEA. In fact, we believe the mustard-dill sauce may be sourced from there ? On the positive side, the restaurant allows meals to be mixed and matched from the menu and multiple desserts to be enjoyed ! A very fun and generous feature.

The mezze plate at the Marina restaurant was uninspiring and the hummus plain awful while the Thai Beef Salad was addictively good & healthy/light. Unfortunately the restaurants La Casetta and La Brezza were closed during our stay. I have heard they are good (La Brezza in particular).

One of the reasons for picking this hotel was the large spa (with sauna and hammam) with its treatments for him and her. However, after booking the room (granted, on relatively short notice) we were essentially told that everything was sold out until the morning of our departure. This is extremely disappointing since it was a key feature for choosing hotel (off-season, during a pandemic where there is very little else to do) and the cancellation policy didn’t allow for cancellation. In such cases, I feel that the hotel should proactively offer to customer (particularly if booked directly with hotel online) a discount/voucher or an option to cancel the stay. At least the hotel agreed to a late checkout at 13.30 to allow us to return to our rooms after treatments & sauna and before check out.

Date of stay: March 2021
Trip type: Travelled as a couple
1  Thank GlobalNomad68
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Simon Spiller, Geschäftsführer at Hotel Eden Roc Ascona, responded to this reviewResponded 1 May 2021

Dear Guest,

First and foremost I would like to thank you for your recent stay at the Hotel Eden Roc and for having taken the time to share your valuable comment on Trip Advisor.

It is wonderful to see that our Concierge Roberto as Roberto from the F&B Team and Tanya from the Spa could convince you with their professional, polite and attentive way. On behalf of them I would like to thank you for your kind words.

Nevertheless I am deeply sorry to read that we were not able to fulfill your expectation in view of food and beverage, that the pillows were not provided as requested prior to arrival and that our Spa was booked out on several days. I apologize for the inconveniences caused.
Be assured that the opinion of our guests is very important to us in order to constantly review our actions and to improve the quality of our service to provide a wonderful and pleasant visit to our guests.
I took good note of the different observations you pointed out and will share them with my team.

I very much hope that – despite the described, negative remarks – we will have the pleasure of welcoming you again to the Hotel Eden Roc.

Staying at your entire disposal, I remain,

Yours sincerely

Simon Spiller
General Manager

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Reviewed 31 March 2021

Eden Roc is an absolutely beautiful hotel in a gorgeous setting, right on the lake - an oasis of calm but also just a few steps into town. On arrival it's hard to believe anything could be more special than the beautiful view of the lake that the hotel enjoys. However, we soon discovered that the most special thing about the hotel is the team of people there who made our visit very memorable with their warm welcome and many thoughtful touches. Thank you all!

Date of stay: March 2021
    • Value
    • Sleep Quality
    • Service
Thank ElisabethM_UK
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Simon Spiller, Geschäftsführer at Hotel Eden Roc Ascona, responded to this reviewResponded 25 April 2021

Dear guest,
Thank you very much for having stayed at the Hotel Eden Roc and for having taken the time to valuate our hotel.
I am very pleased that you enjoyed the beautiful location and that our team was able to create such a memorable stay.
Rest assured that your words of praise have been passed on to our collages.
With my best regards,
Simon Spiller
Director

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