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“The worst owners in the world” 1 of 5 stars
Review of Hotel Europa - Ristorante al Pontile

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Hotel Europa - Ristorante al Pontile
4.0 of 5 Hotel   |   Via Gardesana 173, 37018 Malcesine, Italy   |  
Hotel amenities
Ranked #24 of 73 Hotels in Malcesine
London, United Kingdom
2 reviews
6 helpful votes 6 helpful votes
“The worst owners in the world”
1 of 5 stars Reviewed October 10, 2012

I have travelled the world and stayed at countless hotels but never before have I met an owner that is so flippant with dismissing a grievance as the lady was here. We stayed here during our honeymoon after deciding to switch to Garda from Florence at the last minute. We used Booking.com to secure a room and turned up later that day. We checked in for a week.

After staying there for a day we were unhappy with the facilities at the hotel - they were far from the mark of what was advertised on Booking.com. We chose hotel Europa as it offered the following that another hotel we were looking at didn't:

A steam room
A jacuzzi
A gym
Air con room

However, after being there a day it transpired that the steam room was colder than the room with the swimming pool with it and the jacuzzi was colder than the swimming pool. It also turned out that the air conditioned room was turned off as they thought it was too cold now for air conditioned rooms and instead turned the heating on so our room was like a sauna. It also turned out that the so called "fitness area" had only one cardiovascular machine (a faulty exercise bike) and a multi gym along with some extra free weight equipment - the problem with the free weights equipment is that they don't provide free weights to go with the equipment.

We informed them of the cold jacuzzi and steam room and they checked the system temperatures and declared all was fine. If they had gone and dipped a finger in the water they would see it was clearly not all fine.

So on the second day I tried to speak with the lady running the place but at the time I tried to speak with her she wasn't there. I couldn't speak with her later in the day as I had to go to see family who were leaving the day after having been with us for the wedding.

On Wednesday we informed the lady we were dissatisfied and we would like to check out early citing the complaints. She denied the complaints and contract and informed us our contract was with Booking.com.

We spoke with Booking.com who were utterly useless in helping us and it took two days for Booking.com to conclude it was entirely the hotels decision as to whether they penalise us three nights accommodation.

Now this was our honeymoon after all and you would think the hotel would have considered this and offered us a pass - after all, they were entirely fraudulent in their advert for this hotel and its facilities. They refused to accept our plea and charged us anyway - an extra 600 Euros.

I should also point out that, despite them knowing it was our honeymoon, they did not once say congratulations which I find incredible.

We went up the road to Casa Barca for our final four nights and they are incredible warm people who run a good hotel with a nice spa area.

Since we left Malcesine I have been in touch with Booking.com who have accepted their share of the blame and refunded us their commission. The hotel have as yet acknowledged their wrong doing in a very misleading advert and we are currently looking in to our legal options as well as talking to the relevant consumer groups.

Avoid this hotel.

  • Stayed September 2012, traveled as a couple
    • 1 of 5 stars Value
    • 4 of 5 stars Location
    • 1 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 1 of 5 stars Service
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78 reviews from our community

Traveler rating
    52
    18
    5
    1
    2
See reviews for
13
47
1
1
Rating summary
  • Sleep Quality
    4.5 of 5 stars
  • Location
    4.5 of 5 stars
  • Rooms
    4 of 5 stars
  • Service
    4.5 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    5 of 5 stars
Traveler tips help you choose the right room.   Room tips (12)
Date | Rating
  • Danish first
  • Dutch first
  • English first
  • French first
  • German first
  • Italian first
  • Any
English first
Western Ireland, Ireland
1 review
3 helpful votes 3 helpful votes
5 of 5 stars Reviewed September 25, 2012

Have recently returned from a week in this perfect little gem of a hotel. The location on lakeshore is second to none. The path that leads by the hotel really brings it alive . One can watch the perfect sunset from the front facing balconies and watch the world go by. The cleanliness and attention from the family in particular and the staff are second to none. The hotel runs like a clock. The food is excellent, the rooms lovely and there is the privacy that the family alllow each client. There is a lovely little pool indoors but that feels like its in the garden. Everyone should stay at this class family run hotel and enjoy its comforts. We will definitely return, Gillmor/Ireland

Room Tip: Higher floors have the best views and spectacular in a thunder and lightning storm.
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  • Stayed September 2012, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Hemel Hempstead, United Kingdom
2 reviews
4 helpful votes 4 helpful votes
5 of 5 stars Reviewed August 12, 2012

We booked this hotel for our wedding, we had friends and family staying all over Malcesine for our special day. We picked this hotel because it was a little way from the town centre giving us a little breathing space and time to relax. The facilities are perfect coupled with excellent service from the family; running the hotel. They were soo helpful and kind. They even allowed our friends and family to use the facilities at the hotel when visiting us making each day soo special for us.

We had booked one of the suites of which was very spacious and perfect for us, the view is spectacular on the lake and mountains.

The walk into the town takes all of 10 minutes, its a lovely walk along the lake side, really romantic.

I really do not have a negitive to comment on, we can not wait to return for our 1st anniversary, see ya in July 2013!!!!!

Room Tip: Pay a little extra for the suite, it really is beautiful to wake up with that stunning view!
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  • Stayed July 2012, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Accrington, England, United Kingdom
2 reviews
Reviews in 2 cities Reviews in 2 cities
3 helpful votes 3 helpful votes
5 of 5 stars Reviewed July 31, 2012

My sister and I had every need catered for by the helpful friendly staff at this family run hotel. Our room was close to the water, clean and well equipped. The food was excellent and beautifully presented.
The position was lovely - close to a ferry to cross the lake and only a short walk to the town so less hustle and bustle than the hotels nearer the town centre. It was a calm quiet oasis.
I would happily recommend it and will endeavour to return myself some time.

  • Stayed July 2012, traveled with family
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
London, United Kingdom
Senior Reviewer
6 reviews 6 reviews
6 hotel reviews
Reviews in 6 cities Reviews in 6 cities
9 helpful votes 9 helpful votes
4 of 5 stars Reviewed July 11, 2012

We stayed 3 nights at the hotel Europa, it was a fantastic location on lake Garda and had an indoor pool with access on to the gardens. We had one dinner at the hotel which was reasonable but there are loads of great restaurants nearby. We tried hotel Castello and had a lovely meal overlooking the lake and also ate at ristoro where the food was fantastic. Breakfast at the Europa was fairly basic but ok. Overall a great place to stay.

  • Stayed July 2012
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Glasgow, United Kingdom
Top Contributor
53 reviews 53 reviews
13 hotel reviews
Reviews in 34 cities Reviews in 34 cities
24 helpful votes 24 helpful votes
4 of 5 stars Reviewed June 19, 2012

Spent 2 nights at this hotel in May. The hotel is located right on the edge of Lake Garda, away from the bustle and noise of the old town area. The view from the dining room, across the lake to Monte baldo was fantastic. I could happily sit and enjoy the view but there was sightseeing to be done. If you are reasonably fit the castle can be reached in 30-40 minutes on foot. There is free parking at the hotel and several good eateries within easy walking distance, for anyone wishing to enjoy some wine with their meal. I would recommend la foresta (I think that's what it was called) as the place to be on a Friday night as it was busy with locals - couples, families and business people alike.
Staff in the hotel were pleasant and knowledgeable and made us feel very welcome. The bed was extremely comfortable. Our room overlooked the car park but this didn't bother us as we sat outside the hotel overlooking the lake or sat in the bar/lounge area with other guests. I would have no hesitation in recommending this hotel.

  • Stayed May 2012, traveled as a couple
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Hull
Contributor
16 reviews 16 reviews
6 hotel reviews
Reviews in 8 cities Reviews in 8 cities
16 helpful votes 16 helpful votes
5 of 5 stars Reviewed May 26, 2012

3rd stay at this hotel, was back for our wedding anniversary. Firstly the Pallua family are fantastic and really make us welcome. Modern hotel, but its the location that makes it special for me right on the lakeside. This time we went for a standard room, which was a mistake. All rooms are pretty much the same apart from the view. The standard room was on the ground floor, you didn't really get the benefit of the view and negates the reason i stayed there.

Room Tip: Lake side, on first or second floor. Don't bother with ground floor.
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  • Stayed May 2012, traveled with family
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Hotel Europa - Ristorante al Pontile

Address: Via Gardesana 173, 37018 Malcesine, Italy
Location: Italy > Veneto > Province of Verona > Malcesine
Amenities:
Bar / Lounge Beach Fitness Center with Gym / Workout Room Free Parking Children Activities ( Kid / Family Friendly ) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Shuttle Bus service Spa Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#4 Spa Hotel in Malcesine
#6 On the Beach Hotel in Malcesine
#6 Luxury Hotel in Malcesine
Price Range (Based on Average Rates): $$
Hotel Class:4 star — Hotel Europa - Ristorante al Pontile 4*
Number of rooms: 25
Reservation Options:
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Also Known As:
Europa Hotel Malcesine
Hotel Europa Malcesine
Hotel Europa - Ristorante Al Pontile Malcesine, Lake Garda, Italy

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