that it seemed never to stop without being overwhelming . They didn't jump up and down pointing to it so they were recognised for it. Somehow it was all just there , where you might find it. And there was an element of fun, whimsy, and old-fashioned hospitality about it -- a chocolate when you might fancy a treat or, that crowning gift, a generous pair of ducks in Swiss costume to take home and remember your trip by. Of course you can't really buy good customer reviews and good service should garner good reviews, but this hotel already had faultless and friendly service, but even that wouldn't be enough to explain 80 per cent of reviewers giving it 5/5. What they were doing so effectively, that was leading to so many positive reviews, was going above and beyond in small ways that delighted customers. I don't know how much it costs to have bowl of nice chocolates by the lift or to give guests a little slice of cake as they pass through reception, but I do know: Customers looking online for the opinions of people like them is the new reality How much a PR firm costs That we stayed two nights and would never have picked a hotel with a name like the Lugano Dante Center Swiss Quality Hotel, if it hadn't been for the reviews GD Star Rating loading... How a couple of Swiss ducks bought an 80% 5-star customer rating , 4.0 out of 5