Yes, the service is definitely lacking and the food leaves something to be desired, but if You are looking for a quiet, boutique hotel with incredible views of Lake Como, this is it. The rooms are lovely, although not that comfortable to hang in. We had a suite on the third floor (walk up - the elevator is truly ridiculously slow) with a balcony. It was very spacious, but had virtually no closet space, the mattress is not very comfortable, the room service non-existent for all intents and purposes (I hope U don't want ice) and there is nowhere to put your luggage, so the room gets messy real fast. It is also very hard to find, even with an Italian GPS (leave your U.S. GPS home) and parking is a nightmare! That said, the vanishing edge pool is to die for, the hotel is convenient to small towns where you can catch a ferry, Villa D'Este is few minutes down the road for a spectacular dinner and, hey, if Llaglio is secluded and luxurious enough for George Clooney (he lives a few doors down from the hotel), then this hotel should put a smile on your face and provide for a lovely vacation. God willing, this is a hotel to which we will return. (Leave the children at home! There is nothing for them to do and the pool is too small for them to do anything but annoy the guests!).