Me, my wife, and my 9 month old son visited this hotel last month right after they re-opened from being closed due to the COVID pandemic. It is a beautiful property with friendly staff. The pool area is beautiful the breakfast/lounge area is updated and modern. The breakfast was good (though the service was slow and disorganized). The staff were friendly and willing to help when needed and it is in a good location being that it is within walking distance to Cernobbio and the port where you can catch the ferry. There is also a local grocery store nearby which is nice. Our trip started to go south on the last night when we came back to the room after a long day and as we went to put our son to bed, we realized there were ants everywhere including my sons crib. We thought this was odd because though we did have food in the room (in the fridge) we were on the 5th floor. We called the front desk and asked to be moved and they resolved the issue by moving us that night to another room however, even that wasn’t done very well because only one person was sent to help us move and I basically had to tell him what to do or he would just stand there. Finally, when we did move everything over I spoke to the employee at the front desk who asked us if everything is okay and she also assured us that there would be something done for our troubles and we should talk to the manager in the morning. So the next day as we were leaving, we asked to speak to the manager. When he came out he walked up to us stood there with his arms crossed and made me explain the entire situation to him. After that he asked me what I would like him to do. As if I need to be the one to remedy the situation. After awkwardly staring at each other for a few seconds, he began to look at me and said, “I don’t know what to say. It was probably the food.” He was trying to blame us for having food in our room when they have a fridge, the ants were nowhere near our food, we were on the fifth floor, and I guess that means you cannot have food in your room at this hotel because you might get ants. He also insinuated that we were trying to take advantage of the situation by asking for compensation when they already addressed the problem. When the only reason we asked for anything was because of what his employee said. Then after several awkward seconds he started talking to his front desk employee about our stay and our bill and then he offered 15 euros off our bill. Then we asked about points and he said he could do points or money. It was such an awkward experience. I have never been made to feel that I was trying to take advantage of a situation for expecting good customer service. This manager doesn’t deserve to run this hotel because he clearly doesn’t know how to treat his guests.

Check-in was a bit messy as the staff were over-worked and kept on leaving us to focus on other tasks and then coming back, although it did'nt take that more than 15 minutes until we received our room key. We also were not given the room that we booked and paid for which was disappointing but they did'nt explain why. Rooms are definitely not suited towards business travellers. You can't connect many of your plugs into the socket inside the desks, as the space is restricted and accessed by lifting a wooden flap. This is a terribly old and short-sighted design. Best thing about the hotel, is the boat ride into 'Como town centre' which costs EUR 1.30, it's fun and extremely scenic, bring your camera. It's about 4km to walk into town. It costs about ~12 Euros to take the taxi. Book the hotel online to gain the Marriott Bonvoy points, as I made the mistake to book via an online hotel portal and lost the chance to gain any. Breakfast was reasonable although quite limited for a Sheraton and we would of expected a greater choice of cuisine to select from. The music in the corridors is played very loudly and can be heard from within the room. This is unnecessary, why can't folks enjoy some peace and quiet ? We're already planning a 2nd trip to Lake Como but based upon this simple oversight with the lack of accessibility to the electrical socket, it's unlikely that we'd stay in this hotel again until they modernise it and stop piping loud music into the corridors, keeping us awake at night!

We’ve just returned from a five-night stay at the Sheraton. It’s a lovely hotel, much like the 4 star chains back home, but it’s not without its flaws. The grounds and views are just perfect, the garden restaurant is a must for dinner and lunches too. The food there is very good, priced as you would expect and service excellent. Credit especially should go to Matteo who looked after us really well. We were disappointed it was closed two consecutive evenings for a corporate affair but that’s a risk we take staying at a business hotel. Staying with the grounds, we come to our first big disappointment. I use a wheelchair and the pool is near non-accessible, surrounded by a hedge on three sides and steps up and then down to reach the pool at the far end. A plea to the management, please consider your less mobile guests, because you’ve made no effort whatsoever to include them. It looks like you’ve deliberately roped off gaps in the hedge while it grows, when it would be so much kinder if you at least left an opening at the opposite end by the pathway. Failing that, ramps would help. On a more positive note, the hotel’s buffet breakfast is excellent, served in a very spacious restaurant upstairs. Our second issue is with the reception staff. They’re friendly but not at all knowledgable or helpful when it came to making arrangements for a train trip to Milan, a bus to Como, even supplying a local map. Hotel Reception desks are often the best places to find out where local attractions are and how to get there. Not so here sadly. I’m afraid the stock answer from the Sheraton seems to be to take a taxi, echoed by a fellow guest we got to know there. We did our own research from our room on the internet. The room itself was pretty much perfect, always clean and tidy , freshly re-stocked with tea/coffee, toiletries etc after we returned from a day out. The location worked well for us. It’s just 10 minutes walk to the ferry which run frequently up and down the lake. Alternatively a 45 minute walk allowed us to take in the spectacular views as we hugged the lake en route to Como. Taxis aren’t expensive at all. It wasn’t perfect but I know we’ll look back in time and reflect more on the positives, the spectacular views, the spacious grounds, excellent breakfast, dinners in the garden. We had a fantastic time. And do explore Como itself, it has more to offer than we first realised.