I have been wanting to stay at this hotel for several years, ever since we first visited Stresa. We booked a family room for 4 nights, at a cost of 800 euros per night. While the property is lovely, the staff leaves a lot to be desired, as do their policies. We called the front desk to ask for glasses and extra towels: we were informed that Housekeeping does not bring glasses, so we would have to call Room Service ourselves for those, then the next day Housekeeping would not take away the used glasses, and informed us that WE would have to call Room Service for that. We found the amenities in the rooms to be extremely cheap, from the kleenex to the soaps and shampoos. We had just stayed at Hotel Greif in Bolzano, where Bulgari amenities are provided. Here, the amenities were of the quality of a budget hotel. The glasses in the bathroom and mini-bar are left upside down, directly on the counter, with no coaster for sanitary purposes. It is also our experience that finer hotels leave extra towels; here, they left you exactly 4 towels for 4 people. The Wi-Fi in the rooms is HORRIBLE. We were forced to use a computer in the lobby, only to find out that they CHARGE you for the use, to the tune of 13 euros for a few minutes of use! When we complained to Valentina at the front desk, she informed us that there was nothing she could do. By the way, she never, ever smiled during our entire 4 days. Breakfast was included, and it consists of a buffet. We were charged 2.50 euros for a tomato juice, which we requested for someone in our group who is diabetic. When I spoke to the dining room supervisor, he got very defensive and informed me that they "offer a very rich buffet" and they feel that they do not have to offer anything beside orange and apple juice, both of which are horrible for a diabetic. Instead of graciously listening to my comments, he went on to chastise me and defend the RIDICULOUS charge, this for 800 euros per night. He refunded the charge, which was NOT my point nor my goal, and he ensured that we were never charged again, but the damage was done. I mentioned to him that their scrambled eggs were watery one day and overcooked the next, and wondered why they would not offer eggs cooked to order or omelette stations. Again, he told me that only small hotels can offer such service: I told him that 600 room Disney hotels, cruise lines, and most large, upscale hotels offer this service. The Ritz Carltons in Miami all do it, so why can't they? And, they ran out of these same terrible scrambled eggs every day, because although they have a ton of staff in the large dining area, apparently nobody is assigned to monitor the buffet. We did have a very positive experience with SAID, one of the Concierges. He was terrific, very helpful and friendly. We will never again be back to this hotel; it has seen better days.
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