Hotel Ulivi

從房間裏能看到湖景，感覺不錯

ottima posizione staff molto cordiale e disponibile stanze grandi e confortevoli

I so wanted to give this hotel a higher rating. And had we only been here for one night I probably would have given it a four. The rooms are comfortable , clean and spacious. They are however utilitarian, and lack some of the luxury touches one would expect in a four star hotel. Bathroom was good with a large shower and good quality towels. Spacious underground car-park. Breakfast was well presented and fresh. Breakfast room was 'cosy'. The views of the lake and surrounding mountains from the garden were good. The pool, adverised as being open until the end of October, was in fact closed during our stay. So why only two stars? Customer Service! During our second night the central heating pipes started banging loudly around midnight and continued until about 6 A.M., meaning we had no sleep. The banging was so bad that at one point the wall between the bathroom and bedroom was physically vibrating. When I pointed this out to the receptionist the following morning, and I wasn't the only guest complaining, (unfortunately the receptionist did not speak German and did not understand that the other guests were also complaining) she looked somewhat perplexed, especially when I suggested our bill should be adjusted accordingly. When we came to check out she firstly presented me with the full bill, minus the cost of two coffees we had consumed at the bar. I queried whether she had actually passed on my concerns to the management, and if two coffees off the bill was really the level of service one should expect from a four star establishment. She then proceeded to tap some buttons on the computer and offered a 20 euro reduction off the second night. At this point we decided to take that as it seemed she did not have the authority to do any more. We booked this hotel on the grounds that we would be provided with two nights sleep and two days of breakfasts. the first night went well, the second night we had NO SLEEP, so the hotel failed in that part of the contract. deducting 20 euros from the second night bill effectively meant that we paid 132 euros for our second breakfasts. So our scoring reflects the very poor customer service and sleepless night we received at this hotel. All businesses are faced with problems. in this case it seems that our second night was the first time thay had switched the central heating on for the season and hadn't tested it to ensure there was no air in the system. had there been someone on duty overnight we would have requested a room move, But, despite being a four star hotel there are no overnight staff. It is how businesses resolve issues that makes the good businesses stand out from the avearge. The administration at Hotel Ulivi clearly has a lot to learn.