We travelled to Malcesine to view hotels for our upcoming wedding next year, suffice to say we won't be recommending this one to our guests. Upon arrival we were greeted very well by a lovely girl who spoke very good English and walked us to our own sort of mini house which was very large and which we were quite happy with. In fact our overall impressions, apart from the steep walk to get here were that we couldn't understand where all the negative comments had come from.
This is when the problems started, we soon realised that the room looked like it had been put together at the last minute, the TV was sat on top of the fridge (which hadn't been plugged in) and there were absolutely no gels/soaps in the bathroom to wash your hands with. We attempted to ring reception and the phone line was dead. I walked back to reception and the young girl had gone and there was an older man there. I asked him if we could have some soap and I was simply told that he doesn't speak English and I should come back in a few hours when his wife was back. At this point we decided to go and sit by the pool which was is not the most idyllic place for a couple given the amount of young kids who were continuously jumping off the edge of the whirlpool and dive bombing into the pool which looked like an accident waiting to happen. On returning to the room the old man was still there so I attempted to ask for soap again and he told me wife back in 20 minutes. Back in the room, I noticed that the air conditioning hadn't really done anything and given that the temperature outside was 40degrees plus and now hitting the window, we got ready to go to dinner then went to reception to report the air-conditioning. There was still no-one to speak to in English, so we set the air con as cold as it would possibly go on a high fan and hoped that would sort out the problem whilst we went out.
We returned from dinner at 10.30pm, tired and ready to sleep only to walk into a room that was intensely hot and humid, much hotter than it was outside in fact. We immediately went to reception to report this to the owner (the wife I presume!) who said we had put the air con on the wrong setting. She came to our room and changed it and told us to give it 15 mins. We waited 15 mins, but nothing changed, it was actually blowing out warm air now, so we went back to reception but we couldn't find the owner anymore. We then had to chase down the bar staff to go and find her as reception was empty. The owner eventually appeared and came back to our room and said it wasn't hot, which we would be laughing at if we weren't so angry and tired as we both had sweat dripping off our heads. We requested that she move us to another room but she said it was impossible because there were no other rooms and she was fully booked.
There was absolutely no way either of us would have slept in that hot room all night, it would have been easier to sleep on a sofa in reception so we packed our bags and requested that the owner find us another hotel. After another 15 minutes of her saying the air conditioning was fine, a member of the bar staff came to the room and she ultimately relented and rang another hotel. We then had to wait 30 mins for a taxi to take us to the hotel, this turned out to be a 10 minute walk down the road, however they were good enough to at least offer us a drink in the bar while we waited.
One more thing to mention, they tried to give us our money back and tell us to pay the other hotel (which was about 20Euro a night more expensive), however I was not going to fall for that one, they had got us into this situation at midnight so we certainly were not going to pay an excess to get out of it so I told them to pay the other hotel, but I cannot believe they they even tried that.
We ultimately had a smaller room in Hotel Cristallo and didn't get to bed until 1am, but thankfully we had air con and a lovely peaceful pool with a nice breakfast. My Partner went back to Laura Christina to collect her earrings and the owner at least sought her out to make an apology after the engineer had been around and told them that they had faulty air conditioning. Well, it's not just faulty air con, it is have faulty owners, they need to learn how to put their customers first instead of ignoring them and arguing against them when things go wrong. They work in a service industry so they need to learn how to provide a service. Fortunately for them a lot of their custom comes from huge tour buses, so they think that they don't have to worry too much about individuals, however it is the individual voices that sometimes speak the loudest and they will never improve as a hotel until all the owners learn how to treat their guests.
- Official Description (provided by the hotel):
- We are pleasure to present you our Tennis Hotel "Laura Christina" in Malcesine at the Garda Lake. The hotel lies on a panoramic and quiet position, less than 150 metres far from the lake and about 800 metres from the centre of Malcesine. All the rooms are comfortable, endowed with shower, toilette, hair dryer, telephone, satellite television, balcony or terrace, some of the rooms are with Air Conditioning. For the customers are also available: three tennis courts (with tennis courses by request), a sauna, a solarium, a fitness centre, an outdoor swimming pool 23-24 warm with whirlpool and also an upstream swimming system, a bar, a garden and a parking. Lift. ... more less
- Reservation Options:
- TripAdvisor is proud to partner with Booking.com, Priceline, TripOnline SA and HotelQuickly so you can book your Hotel Laura Christina reservations with confidence. We help millions of travelers each month to find the perfect hotel for both vacation and business trips, always with the best discounts and special offers.
- Also Known As:
- Hotel Laura Christina Malcesine, Lake Garda, Italy