Antica Pusterla Relais de Charme

Sehr stylische Unterkunft in Toplage und sehr netten Personal. Eine persönliche Note in allen Belangen.

A hotel that passes on its problems to the customer instead of solving them. Booked this hotel to celebrate my 65th birthday and retirement. My partner has just received a call from them to say that due to “electrical issues” our room will not be available. Their solution is to send us a list of other hotels. This removes a minor problem for them of not having an available room for customers but leaves a massive issue for us with only 5 days to go. The hotel persuades themselves that they are doing us a favour by letting us know, but good customer service would have them offer to ring round comparable hotels and negotiate an equivalent room instead of shoving the problem fully onto us to do the same. Customer service is a dying profession, increasingly replaced by “management”. An improvement for the worse, as I am sure the expected response to this will reveal. This does not reflect well at all on this hotel in particular or the region in general.

We booked this hotel for 9 nights and paid in advance. DON'T MAKE THIS MISTAKE. We had to leave after 2 days after my wife and son were bitten by bedbugs which have infested our room. We cancelled the rest of our stay after 2 days out of concern for our health. THE HOTEL REFUSED TO REFUND OUR PREPAID UNUSED DAYS. STAY AWAY FROM THIS HOTEL !