Chasa Castello Garni

This was one of the worst hotel stays we've had. At breakfast the next morning, while we were trying to eat quietly, a staff member accused us in front of other guests of taking another guest's ski boot. She gave no evidence, showed no discretion, and didn't apologize. Later, she came back to complain that our children were “too noisy” and repeated the accusation. It felt like harassment, and our privacy and dignity were ignored. The evening before, the woman at reception had already made us uncomfortable with her cold and strange manner. We didn't feel like guests, just a nuisance. Before arriving, we'd asked to cancel because of genuine personal circumstances. Even after we explained clearly and Booking.com tried to help, the hotel refused outright. There was no flexibility, empathy, or professionalism. After that, messages about our arrival time, codes, and instructions kept coming, and it felt controlling rather than welcoming. The pool area was completely unsuitable for families. There were naked adults around the pool while children were there. This is not a family hotel and should not be marketed as one. The atmosphere was uncomfortable and frankly disturbing. If you're travelling with children, stay far away. To end things, the staff member said: “I don’t care, I have many guests, we don’t need you.” That sums up the hotel's attitude. There was no respect for guests, no understanding of families, and shockingly poor customer service. If you value professionalism, privacy, or basic human decency, avoid this hotel at all costs.