"Il Sereno may very well have set the bar for hospitality and customer service in my opinion. We were set to visit Il Sereno in April. Due to circumstances by Sereno Hotels, our reservations were moved to Villa d’Este two weeks prior to our arrival. What happened over this next two weeks is why I am determined to come back and stay at Il Sereno. It’s one thing to have a beautiful hotel and facilities - but it’s the people that make you stay, and come back. I think customer service is really proved when things go wrong, not necessarily when they go right. With just two weeks to go, we had a full itinerary set with Il Sereno. The concierge was brilliant at picking restaurants and setting a boat rental, along with plans for shopping and sightseeing. When it was determined that we were moving to Villa d’Este m, the concierge and guest relations team at Il Sereno worked tirelessly to confirm, relocate, and retool our itinerary. Keeping in mind that Villa d’Este is a larger hotel with a full service Guest Relations team, Il Sereno took complete ownership of our experience and managed to ensure our satisfaction - despite not staying with them. They communicated relentlessly with us, many times in the middle of the night, to make sure we were cared for. The arrangements they made for us at Villa d’Este were above and beyond what we had planned for, and they made sure we had an unforgettable experience. There is no doubt we will be back to Lake Como, and when we do it will be with Il Sereno. If you have any thought on where to stay - Il Sereno should be it. Very special thanks to Giulia, Giorgia, and especially Claudio, who contacted me while on his vacation to ensure we were cared for. I can’t believe the lengths this team went to when presented with a problem, and their commitment to customer service and hospitality is unmatched."