Hepburn Spa Retreat

Unfortunately this venue did not deliver. Cleanliness… ***** hairs in toilet area, kitchen tampon packet on floor, couch cover dirty from other people’s oils, bath not sanitised, personal products in bath (left over jars of facial mask and body scrub from previous users). Fireplace didn’t work, broken curtains and venetians. No real compendium, connections for AV didn’t work properly, overhead light fittings dirty. Support information focuses on what you can’t do! Not enough support by staff, you can’t get anyone after hours nor do they call you back, labyrinth of phone diversions not necessarily addressing your enquiry. Not customer focused especially for what you pay, I’m still waiting for information about my spa booking….which didn’t happen. No extra pillows, blankets, throw in disrepair. People parking in the wrong spots because of conflicting and poor signage. Welcome box not so enviromentaly conscious, dairy yoghurt event though we were encouraged to select an alternative milk supply. We are regular travelers, this venue over promised and under delivered. Truly disappointed! The saving grace was we were in unit 1 and didn’t have to hike up 3 flights of stairs, so earlier on during booking the access request was considered. We overlooked other venues thinking we were going to have an exceptional stay for both our anniversary and my husband’s birthday. Going to Bellinzona next weekend!

Great location, good sized room with a kitchenette which is convenient. It wasn’t what we were expecting; I wouldn’t describe it as luxury. The place could use a few updates: there were stains on the couch, the fireplace didn’t work, the audio system wasn’t usable without a cable which wasn’t present. There were no amenities for the spa which was a shame as it’s a good way to entice people to buy more products - it could be for purchase, give people the option! The bath was difficult to get in and out of and needed a step in as the sides were so high. The blackout curtains aren’t full blackout and a lot of light streams through from the night lights outside and in the morning. If you stay in one of the ground floor villas, be aware that you can hear those at the top walking up and down. I wouldn’t stay here again at that cost, it just wasn’t value for money. Much like staying in an Airbnb but no extra little touches that make a stay memorable.