As a three star plus hotel it could be acceptable, but as a five star: a disaster.
My husband and I have travelled widely for more than 30 years and stayed in modest, as well as luxury hotels all over Europe, and especially in Italy, where we live.
Stating that "we have no wifi, as we would like our guest to relax comepletely" comes across as simply patronising, confusing bad service with good (who decides what is relaxing?).
The cable supplied instead did not work, reception staff adamantly maintaining it wasn't their fault.
The same reception staff was ignorant of even the names of common Italian newspapers, did not get us promised newspapers (The Guardian and Financial Times not available), and did not take Diners Credit Card although stated in brochures and on website.
The special 3-days weekend offer stated in the information folder in the room gave a price of 883.- Euro, which meant we payed between 400 and 500 Euros for one extra night...
Waitress in the 'Stube' restaurant argued (in the literal sense of the word) that it didn't matter if white wines and rosé wines were older, and in the breakfast room the head waiter - when his attention was drawn to the pitiful morsels of cheese displayed - made it clear I was being unreasonable and asked: "And what cheese would you like then?".
We also overheard a young couple being turned out of the 'Stube' restaurant one evening, when they asked for a table without having reserved. "No, we have reached our limit, I'm sorry!" (showing no sign of this by the way). There were still empty, non reserved tables, and the couple were guests in the hotel, with nowhere else to go for a meal after 7.30 pm, as the cable car stops working at that hour.
Why the toilet was a tiny cubicle with neither hand wash facility, nor bidet, beats me.
Nostalgia for old farm loos perhaps?
And to top it all: I returned with athletes foot, most probably due to rushed and inefficient cleaning of the room's shower cubicle, the floor presenting cracked tiles with black mould.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dear Mrs Brigitte H,
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Thank you for your time to explain your thoughts about your stay at the vigilius mountain resort, I have read with interest the details of your experience.
I can agree with you that we are not a typical five star hotel, however what makes the vigilius mountain resort different and chosen by many guests, are its peculiarities.
Our philosophy is perhaps unusual, we do not have, as a typical 5 star hotel the TV in the room, however we are glad to set it up on request, while internet has a cable connection in each room. We do not have Wi-Fi and we apologise if we have come across patronising in the way we have said it, however we thought it is a nice way to explain that we are totally deep in nature with no many daily life distractions.
We do apologise for the incorrect method of payment advertised on the portal, via which you booked your room, it has been corrected now, while our website and all the other portals do not show the Diners as an accepted method of payment.
We have a few different types of packages with a minimum length of stay of three nights up to the “week package” for seven nights. The packages are special rates that offer a reduce price, all the additional nights during a very demanded period have no discount and the rates are published on the internet.
We have a professional team that can make mistakes on the job, however we have never had any problem in regards to our colleagues’ behaviour. We do not argue with guests and neither we come across rude, what we can apologise for, is that sometimes we require a bit of understanding perhaps due to the language barrier.
We have two restaurants and both together are enough to host all our guests, when the house is fully booked, however the guests need to be split between the two. We kindly inform our guests on arrival that we have the two restaurants and to make a reservation especially, when the hotel is very busy, we are not able to sit too many people in our Parlour Ida and we regret to turn down our guests for dinner, but more than 30 people cannot be seated at the same time in it. The Restaurant 1500 is the other solution.
There are plenty of possibilities to have a nice dinner in the valley at Lana and the other villages in the area and later to come back to the hotel by 11pm. Our guests are well informed about the cable car time schedule, on the pouch with the tickets – that is given on arrival by the cable car station in the valley, it is written on the board on reception and if our guests have any doubts, we are here all day for them to help.
Last but not least, please note that we are very proud to have a spotless environment (rooms, restaurants, toilets and everything else), we have never ever had problems of this kind and all the certificates that we have, with the highest evaluations, prove that.
We are certainly sorry to hear that some misunderstandings have spoilt your stay at the vigilius mountain resort, however we are proud to be an unusual place where to spend some relaxing time.
If you have any questions, please feel free to contact me.
Sales & Marketing
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.