Reviews of Suites&Atelier Lake Como

Dear Guest, We are sorry to read your review, especially considering that you chose to cancel your reservation after spending just a couple of minutes trying to find parking. As we informed you at the time, had we been able to resell the room, we would have gladly issued a refund. Your rating reflects not an actual experience at our property, but a moment of frustration entirely unrelated to the quality of our service or our hotel itself. As you yourself mention, you never stayed – you left within 10 minutes. Our hotel is located on a closed street, and while Como can be busy in high season, this is unfortunately something outside of our control – and, we believe, not a fair reason to penalize an establishment you never experienced. We respond to this review not out of defensiveness, but because we are increasingly held hostage by reviews born out of personal frustration rather than objective assessment. We wish you well in your future travels. Kind regards, Luca

Dear Guest, We are sorry to read your review, especially considering that you chose to cancel your reservation after spending just a couple of minutes trying to find parking. As we informed you at the time, had we been able to resell the … Show more

UPDATE ANSWER AFTER YOUR UPDATE REVIEW Dear Guest, we appreciate the fact that you took the time to add further details to your review. However, we would like to clarify a few important points: Requested photos never received: As previously mentioned, we are still waiting for the photos that would confirm the presence of mold or insects in the room. To date, we have not received any visual evidence, either during or after your stay.We are waiting the photo on our phone. You have written to us from your phone number at 08:38 on check-out date. Do you remember? We have the screen. Private parking is available: Our property offers a private, video-monitored garage. This service can be booked in advance. Unfortunately, there is no record of you requesting it. Over-occupancy not allowed: Please note that, for public safety reasons, it is not permitted to accommodate five guests in a room that is not authorized for that capacity. This is clearly stated by current regulations. Theft and liability: We are truly sorry for what happened. However, we cannot be held responsible for a theft that occurred outside the property, nor for any consequences involving your bank accounts or personal devices. Finally, we must reiterate that your claims about the presence of mold and insects are completely unfounded, extremely offensive, and, in our view, defamatory. We understand that every guest is entitled to share their experience, but this must be done with respect for the truth and for the reputation of others. Sincerely, Management ____________________________________________ Dear “customer?” We are deeply shocked by your review, which contains a series of serious and demonstrably false statements that we consider defamatory. We feel it is necessary to clarify a few fundamental points, not only in defense of our reputation but also for the sake of transparency to future guests. “Crappy Airbnb” – This is not an Airbnb apartment, but a registered 16th-century historical residence, protected by the Italian Ministry of Culture and the Fine Arts Authority. You are of course entitled to your personal tastes, but to describe a heritage property of national cultural value in such terms is not only disrespectful—it is entirely inappropriate. “Dark, musty, smelly” – These are harsh and offensive adjectives. There is not a single trace of mold anywhere in our property, a fact that can be verified by any inspection. We take hygiene and maintenance extremely seriously, and your statements are not only untrue, but damaging. “Car was broken into” – We are sincerely sorry for what happened, but your vehicle was not parked in our private garage, nor within the boundaries of our property. To imply otherwise—especially to suggest it occurred under our responsibility—is false and misleading. “Bed covered with bugs” – Once again, this is a completely false claim. Our rooms are inspected daily, and no such problem has ever been reported. We contacted you twice by phone asking for photographic evidence—you never responded. In fact, you blocked our number. We also wrote to you via Booking.com, without receiving any reply. If this were a legitimate concern, why refuse all communication? Now let us address your behavior: You booked a room for four people. You arrived in five. Despite our clear explanation that housing an extra guest would be against Italian law, your group proceeded to have the fifth person illegally stay overnight in the accommodation. Our staff member, arriving at 6:00 AM, confirmed the violation. This is not only a breach of house rules, but a direct violation of local hospitality regulations. At check-out, you failed to declare that you had emptied the minibar. We verified this immediately after your departure and charged the amount to your credit card. Your silence on this point speaks volumes. We do not tolerate false accusations, violations of the law, or dishonesty. We reserve the right to defend our image and the integrity of our business in all appropriate legal venues, including reporting this review to the relevant platform for defamatory content. Sincerely, The Hotel Manager ____________________________

UPDATE ANSWER AFTER YOUR UPDATE REVIEW Dear Guest, we appreciate the fact that you took the time to add further details to your review. However, we would like to clarify a few important points: Requested photos never received: As previous… Show more