Relais Villa Porta

We are happy to mention the few but noteworthy good points first: A big thank you to Nadika from the breakfast service! So much warmth and sincerity put a smile on our faces! A big thank you to the wonderful owner for her helpfulness and to the shift leader K.-M. for her commitment. The view of the lake and the garden are also positive! A beautiful complex with great attention to detail! But: What we experienced with the hotel from the time of booking - unfortunately it is also the employees who can ruin the reputation of a hotel - is something we have never experienced anywhere else. Different information at the time of booking/reservation (despite telephone contact) and different results on arrival. We paid €150 more for a room that we didn't get and the same person gave us three different explanations/excuses as to why within the first 30 minutes. I'll be as brief as possible... We insisted on speaking to the manager and were told that neither the manager nor the owner were on site. However, she said that they would both be there in the morning and she would send them information about the incident so that we could get a refund. She sent us a Prosecco to calm us down, which actually did not work. It just showed us that she knew, she messed up. (There is nothing wrong with making mistakes and admitting them. However, it is even worse to make a pro forma gesture and then carry on straight away. Guests are not stupid, you can tell what is genuine and what is not). The next morning, both were actually there (owner and manager) and I raised our case. It seemed that neither of them knew anything and so the picture emerges that the same person who messed up our important stay from the beginning did not inform either of them about her own mistake. Both listened carefully and understood. They offered a refund of €100, which we accepted. We thought that was the end of the story. But as it turned out, it took over a month for the hotel's finance department to successfully transfer the €100. This meant many phone calls and emails from us, to the point that I had to mention our legal protection, as the measure was simply full for us. There were various explanations as to why the transfer had always not worked and of all the explanations, only one was recognised and confirmed by our bank - the wrong name, even though we had already handed over all the bank details including the full name on the day of departure. Long story short. Conclusion: Never again Villa Porta! Unprofessional and insecure booking system. Prices change at any time, without ifs and buts - according to the person we unfortunately had to deal with. Unprofessional staff at the reception (referring of course to the same person who caused us all these problems) except the shift leader K. -M. and simply not recommendable after these experiences. This is the first time in our lives that we have had to say that we regret having chosen this hotel. And it's a shame, because it would be nice

Delightful experience This is a gorgeous property in every aspect. Staff is professional and friendly and eager to make your using perfect. Our room was very large with a comfortable bath. Breakfast choices were vast, dinner always perfect.

Hidden gem, beautiful, nice staff..great location Amazing hotel, friendly staff, beautiful gem, veryvery good breakfast and dinner. But pl try the La Rustica Pizzeria in Luino...the best pizza and pasta ever tasted!