Monica O.
Yelp
We were greatly looking forward to our stay at the Hotel Villa e Palazzo Aminta. Unfortunately, we feel the need to file a complaint containing several concerning items.
Our room contained scores and scores of bugs. We have photos and video. They sent a housekeeper to the room and she was attempting to vacuum them all away for about an hour. But the constant stream of bugs never ceased the entire time we were there. The hotel's answer to this was to implore us to not open the doors to the outside, yet one of the room's biggest features was the beautiful outdoor terrace.
When we expressed interest in heading into Stresa for dinner, we were given two restaurant recommendations. We expressly asked if we needed a reservation, but we were told by the woman working the front desk that we did not need one, that it would be a quiet evening, and that there would absolutely be no problem getting a table. We walked through the pouring rain, and when we arrived at the restaurant that was our first choice, not only was it entirely booked, but they were incredulous that the hotel would have sent us there without making a reservation. The second choice was the same, booked solid. We walked through the pouring rain and eventually found a place ourselves.
When we went to check out, they tried to charge us 100 Euro per night extra for the "extra bed" for our son. But there was no extra bed. He slept on the pull-out couch included in the room. They claimed our reservation was only for two people, but they did not say anything about this when we checked in, and did not say anything when I went to check out. They just added it to the bill without so much as a mention. When I protested the charge, they were intent on explaining why I should be charged, and after going back and forth, I finally suggested to them that they not add the charge because of all of the bugs in the room. It was only then that the manager emerged and wanted to talk for fifteen minutes about the bugs, and then finally acquiesed to remove the charge.
The most important--and most disturbing--item to report is that the owners of the hotel have a collection of World War II memorabilia in the entrance to the main restaurant. Among its items are several pieces of Nazi memorabilia, including several with swastikas. As Jews traveling through Europe in today's world, I hope you can imagine how shocking it was not only to see this, but to see it displayed so proudly and so openly. We asked about it at the front desk, and the clerk claimed not to know what I was talking about. I had to walk her over to the display to show her what I was referring to. She had no answers to my query about what the intention was of having these items on display, but she promised to pass my e-mail address along to the owners, and that they would send me a note to respond to my inquiry. No e-mail or phone call was ever received.
Items number 1, 2, and 3 I chock up to terrible service. Item #4 I find unforgivable, and I'm shocked to know that this hotel is part of the carefully curated groups of hotels under both Tablet Hotels and Virtuoso. Is it possible that no one has been made aware of this?