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
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.
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- Also Known As:
- Europa Hotel Malcesine
- Hotel Europa Malcesine
- Hotel Europa - Ristorante Al Pontile Malcesine, Lake Garda, Italy