Our trip to Italy was great except for our stay at this hotel. Today it is funny and I am told the response from management is typical. The Hotel Casolare looked great but the room we were stuck with was the worst room in the place. Also the weather increased the discomfort of staying there. The weather was nice and sunny with temperatures of 84 degrees. So when we checked in on Sunday around 4 PM the room was hot and stuffy. The receptionist informed us that they had shut off the air conditioning for the year because it was cold last week. Later on in our stay this proved a lie as they finally had to turn it on the last stay of our 5 day stay probably because of all the complaints.
As a result we had to open all the windows (no screens) in the room which meant from time to time a cat came in in the middle of the night and cried to go out, flies came in, and one time another hotel guest just poked her head in our room to see what was in the room. That was not the worst part.
The worst part was that our bathroom window opened out to the bar and dinning room. I asked for a change of rooms the first day and was told they were completely booked. I do not think they were completely booked the next five days. The first night we were kept up by a group of happy travelers in the bar on the other side of the wall. I went to the Teflon manager and she said this hotel was know for quiet and if I had a problem she would tell the bar and dining room guests to be quiet. I could not comprehend that happening. I asked for a room change at that point and was denied. The next night the bar was just being a normal bar and I called the night clerk who siad he could not leave the desk to tell the patrons to be quiet. I ask for the manager to call me in the morning, I am still waiting for that call three weeks later.
The first three nights we went to bed with ear plugs because the bar guests kept us up with talking and the scraping of chairs on the floor. Here is a visual for you. In the morning one day I purposely flushed the toilet and every guest in the dining room turned to the window to see where the noise came from. As I said, the Teflon manager did not budge but charged us the extra 40 Euros for an upgraded room (room 86). I guest the extra charge was because we had easy access to the bar through the bathroom window.
I know some people will read this and chalk it up to the ugly American tourist. I also know the manager may write a follow up and say it was all a misunderstanding, etc. Where was the communication over 5 days at your hotel. I have stayed at other European hotels with rooms no bigger than closets and had a great stay because of the service and location. I am already looking back on this a funny story during our trip to Italy. That does not change the fact that I was charged an extra 40 Euros a night for an upgraded inferior room and got no understanding from management on the situation. If in the area I would pick another hotel, probably right in the beautiful town of San Gimignamo.
As a final note it was tough to give this hotel such a poor rating. Every other hotel review I have shows great ratings. So this is my first bad review, Also the rest of the service at the hotel was excellent but I felt I needed to get my point across about the major problem of a really bad room and no empathy from the management.
Room Tip: Do not accept room 86 by the back entrance under any circumstances.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
October 15, 2012
Dear Sirs,
please find below the reply to your review.
The weather in the second September half had been crazy: we were relishing a hot summer, when all of a sudden the climate changed and went back to winter. On Saturday 22nd., the day before your arrival, the temperature was 18° Celsius, that's why we had the heating on. The following day, the Sunday you mentioned, all of a sudden the temperature increased up to 32° Celsius (84° Farenheit). These temperature changes happened more than once in the mentioned period.
Our central system is one-way, we can't switch from one modality to the other, and we cannot simultaneously have both: so it’s either air-conditioning or heating. It took us a couple of days before switching back again to air conditioning. Therefore we got some complaints from the guests, and we were at a loss, we didn't know ourselves what to do. The weather forecast in the mentioned period can be easily checked by anyone on Internet.
Regarding our resort, we are known and appreciated as a beautiful hotel with an amazing green area and swimming-pool, nice rooms, excellent services (as you by the way confirm) and an extraordinary staff, nice and helpful, without exceptions. All Trip Advisor readers can check this; hundreds of reviews with compliments and positive comments. Hundreds of excellent reviews cannot be lies, if you say so, then you offend them. None of the guests staying in the room you were in ever complained , especially regarding the bar customers, otherwise you would have found their negative reviews on Trip Advisor.
When guests don’t like the room they have booked (we are any way talking of a Deluxe room, one of our best rooms), if we can and have availability, we change it. In your case we couldn’t, because our hotel was truly fully booked.
Why shouldn’t have we changed the room you didn’t like? What you say doesn’t
make any sense.
You assert in the review that you only talked to the night porter. This was your personal choice: receptionists, Managers and proprietors work during the day and people can always have a talk to them between 7.00 am to 11.00 pm.
And another question we would like to pose: why shouldn’t have we written a follow up? You had the right to describe your stay as you have experienced it; we have the right to tell about our version of the story.
Points of view can be very different, but real facts do not lie. Especially when they are proved by the many and reliable Trip Advisors reviews.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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