Il Sogno Deluxe Bellagio

We had to cancel our family stay because of an emergency, so we couldn't make our planned trip to Lake Como from Australia. I gave more than 60 days' notice and expected a fair process, but they kept the full payment and won't refund it. I later tried to book again and found the room had been resold, which feels especially unfair given what happened. I contacted them by phone and WhatsApp and was told they would look after me. Since then, they've ignored my calls and emails. One call ended with them hanging up on me, and the attitude I got was dismissive. A staff member confirmed she'd seen my email and said her boss would respond, but I've heard nothing. I'm very disappointed by the lack of empathy and poor service. I feel let down by their refusal to refund me and by the way they handled this. I hope other people know about my experience before booking. If I could rate this business minus 10, I would.

We had to figure our way in like it was an escape room. First we were sent to the wrong address, then got three different sets of door instructions. Nobody was there to greet us as expected. Inside, the table lamp was broken, the bathroom light flickered, the floor was wet, and the Wi-Fi password didn't work, so we had to troubleshoot it ourselves. We also weren't told the apartment was on the top floor with no lift, and the place didn't look like the advertised photos. One extra star because they replied quickly on WhatsApp, even though half the instructions were wrong.

I booked this place months ago, but after getting moved up the waitlist for surgery I'd been waiting around two years for, I asked for a refund. They said they could only offer a voucher, which isn't much use when I live in Australia. I eventually decided to postpone the trip and use the voucher, but now they don't reply to my messages. I've been really disappointed with the communication and the lack of follow-through. Before booking, make sure you're certain you can travel on those dates. They offer no flexibility, and although they said they'd give me a voucher, they stopped responding when I accepted. I first messaged at the start of April, still three months ahead, and it's their summer, so I think they'll definitely be able to fill our spot.

The team were so kind, and the apartment was lovely. It was clean and comfortable, in a great spot, with a beautiful lake view. This was my second visit and I'll definitely come back. Just perfect, thank you!