Grand Hotel Tremezzo

Booked for our 10th Wedding Anniversary, no upgrade as nothing available. On arrival no mention by staff of a Happy Anniversary. Waited over an hour had to chase luggage. Reception staff unsure of included dinner had to re check our booking, dinner was booked for our anniversary but no requests were respected eg romantic table, Le Escale again unsure how the dinner reservation worked and eventually said any 3 courses and they chose wine pairing however didn't seem to know what to pair. Service was terrible and slow waited 15 minutes before we were even offered the menu, at end of meal over 2 hours later not even asked if we wanted a coffee. Food was over salty and didn't enjoy the meal, no ambience. As a result of this poor service we cancelled our next booking at their Michelin resteraunt the reception staff didn't even ask us why ! Breakfast was not explained properly and it was on the second day we found out you could order eggs, pancakes etc, seems American guests got a far better service level as heard the waiter explaining this too them. Surprised on a morning to have a very smelly dog on next indoor table and had to ask to move as the smell was so bad. Spa couples treatments was excellent and best part of a disappointing stay. On Check out we were not even asked how was our stay or have a safe journey home. This hotel did nothing to make our Anniversary stay special, however we witnessed several guests getting a superior service level.

* We had a boat tour scheduled. We asked to have a little food and wine on the tour. The front desk said it was ???impossible???. Concierge said it was ???impossible???. (Unsure way they couldn???t put food from one of the restaurants in a box.) Lucky, I asked Mark at the pool-bar if he had a suggestion as we were on the way to the boat. He told us to take the boat out for ten minutes, and when we came back, he had sandwiches, fries and wine for us. Thank you, Mark. Helpful tip: 5 Star hotels make things happen. Be like Mark, make things happen. * Upon check in, I inquired if there was a house-boat or house car to go across the lake. At first, the concierge seemed incapable of a clear yes/no answer. She rattled off prices for private boats. Eventually I was (kind of) told no. I learned I could take a ferry, a water taxi (140 euro each way), or a private boat (300 euro round trip). I said a private boat was fine. Concierge called me back to tell me a boat was ???impossible??? because it was??? too cold? We said we???d take the ferry, she said it was a short walk from the hotel. We got to the ferry to find it closed for the night. Called concierge. She said she meant the other ferry??? the one further down. We missed our reservation. Helpful tip: Figure out how guests can get across the lake. Present it clearly to them. And like every other five star property on the planet: Have a house car )and house boat) guests can take across the lake as a courtesy. It???s bare minimum??? standards. * We book an Mercedes S-class from Milan to the property, they send a??? van. They charged me for the S-Class so I imagine it???s a mistake and don???t say anything. (I don???t love feeling of being thrown around the back of a van on windy roads, but everyone makes mistakes.) However, upon checkout, I noticed they charge me 370 euro for the transfer back to the airport. The S-class is 220 euro. When I inquire about the difference they scheduled a van??? again because the driver thought that with our amount of luggage it would be ???impossible??? to book the more comfortable car. We have traveled all over Europe in Mercedes sedans with this amount of luggage. Helpful tip: If you decide to send a van instead of a sedan and charge the customer for your poor choice??? tell them. Ahead of time. * We had a covid test with one hour results that the hotel arranged so we could get back to America. The doctor told us he would send our results to concierge within the hour and to have concierge call him if anything went wrong. Several hours later, we called concierge to check on this. They said that they could find the results and it was ???impossible??? to call the doctor. I explained that I had to board a plane in a few hours and that the doctor had said said to call him. After much unnecessary back and forth, they showed up to our room with the test results. Helpful tip: Do what you say you will. If you say one hour??? Other things: Facilities are beautiful. For an older property, it is not stuffy. View from our suite was incredible. I???ve stayed in luxury properties around the world, I???ve heard that a few things were ???impossible??? a time or two before, but this hotel takes it to a new level of not??? caring. Or trying. At all. Helpful tip: Care. Try. Be better. I have a 500k Instagram following. I don???t ask for anything for free, but I love when I can share good things with my audience. I will not be sharing positive things about this hotel, unfortunately. Tip to guests: If you stay here, book everything yourself. Concierges are busy, incapable and lack basic communication skills.

It is one of the best hotels that I stayed in, it is luxurious, elegant and comfortable, you feel pampered from the moment you walk in this hotel, the staff are very friendly and welcoming, very helpful, the rooms are spacious and clean, the food in the restaurants are very delicious, definitely we will repeat our visit.