2/10 Terrible
Elyas
Travelled with family, Travelled with partner
31 May 2025
Liked: Cleanliness, amenities, property conditions & facilities
Disliked: Staff & service
We stayed here as part of our honeymoon trip to Lake Como and were extremely disappointed, not just by what happened, but by how the hotel handled it.
A complete stranger was given a key to our room and entered while I was in the shower. My partner, who was also undressed, was in the room and once the man saw my partner he quickly left.
When we spoke to reception, it took multiple attempts and over 7 hours before they confirmed they had spoken to the man and retrieved the key. They stated he was a guest in the hotel and had been directed to the wrong room. He was not carrying any luggage, and they couldn’t explain how this had happened. Eventually they admitted it was human error but again they could not explain how the error occurred. We are not confident that they will investigate properly and ensure other guests safety and privacy.
We asked repeatedly to speak to the manager and were told he was refusing to come and speak with us. A senior staff member saw us the next morning but said nothing about the incident. The only ‘compensation’ we were offered was a 10% discount if we stayed another night — at a rate higher than what we could find online.
Additionally, many of the spa facilities advertised on the listing are closed or incomplete. You have to give staff notice to access the steam room and saunas, and the pool, jacuzzi, and Turkish bath are all closed until July — though the hotel only opened in April.
We sent the hotel a formal written complaint and gave them
Elyas
Stayed 3 nights in May 2025