Caffè Caruso — Restaurant in Circolo di Lugano ovest

our group of 21 lively women ventured into the inviting realm of Caffè Caruso, a hidden gem tucked away in the heart of Lugano. It was a challenge to find a coffee shop capable of accommodating our sizable group without prior notice, yet Caffè Caruso graciously opened its doors to us.

The warmth exuded by the friendly staff was immediately evident as they welcomed us with delectable sweet bread, adorned with a delightful pistachio topping, a tempting treat that perfectly complemented our steaming cups of coffee and fragrant teas. Although we only ordered beverages, the hospitality extended to us was truly heartwarming.

In a gesture that reflected their amiable demeanor, the staff offered to capture a group photograph of our lively conversations, a testament to their attentiveness and genuine care for their patrons. Amidst the delightful chatter of 21 women, the atmosphere remained vibrant and convivial, much like the sweetness that permeated the air, reminiscent of the delectable pistachio bread.

Caffè Caruso’s exceptional hospitality and accommodating spirit undoubtedly set it apart. Their warm welcome and willingness to cater to our impromptu visit left a lasting impression. For anyone seeking a tranquil haven to savor aromatic coffee and delightful treats, Caffè Caruso in Lugano is an ideal destination, boasting a top-notch level of hospitality that is as heartwarming as their...

The staff, especially the manager, were condescending and unnecessarily rude from the moment we sat down on the terrace. Here’s how the interaction went:

The manager asked us in Italian, “Do you want to eat or drink?” I replied in English, “We’d like a coffee and maybe something sweet, if you have?” He snapped back, “Listen, we have EVERYTHING. What do you want?” I asked politely, “Could I see the menu first?” He brought a limited menu with drinks and some panini options—no desserts or sweets.

About 10 minutes later, he returned to take our order. I pointed to a poster on display and said, “We’ll have two caffè crema and the dessert in the middle.” His response: “We don’t have that. That picture is from another company—it’s not here. This is a different franchise.”

Confused, I asked, “So do you have it or not?” He replied, “No. I told you, I’m the manager of this company. We don’t offer that. I have many branches.”

I then asked, “So what sweets do you have?” He glanced at the menu and answered, “We have ice cream—the packaged kind. You want it or not?” I declined and said we’d just have the coffees.

We waited over 30 minutes and the coffee never came. No one followed up. The dismissive attitude of the manager and staff made it clear they had no interest in actually serving customers.

If you care about service or basic courtesy, I suggest...

We had a rather disappointing experience at Caffè Caruso. After ordering, we waited endlessly for our food to arrive (over 35 minutes) despite repeatedly asking the staff. The complimentary food that was supposed to accompany our aperitifs was eventually brought out almost 20 minutes after the drinks, right towards the end of the aperitivo, which defeated the entire purpose.

The piadina we ordered was of good quality, so at least the kitchen delivers on the food itself. Unfortunately, the same cannot be said about the service. The staff seemed clueless and disorganised, and when we pointed out the missing aperitivo food, their excuse was that they didn’t know where the plates to serve it on were. It’s baffling that such a basic part of service could be mishandled so badly.

Overall, nice ingredients but very poor service coordination. Hopefully, they can improve on the...