Villa Sissi - IC Bellagio

My husband and I just got back from an amazing Italy trip, and IC Bellagio played a big part in making it a success. They put together a great itinerary with unique, exciting experiences. Our private tour guides were knowledgeable and intelligent, and the drivers for all our car transfers were wonderful. They also gave us an “ambassador” who was available 24/7 to sort out any problems. I can’t say enough good things about them, and would absolutely recommend IC Bellagio.

The villa itself was wonderful, and its owner was a lovely host. We had contact only with the owner, though, and never saw anyone from the agency during the trip. I booked through Rbnb Luxe for May 7 to My 12th, then was directed to IC Bellagio to handle the arrangements and usual admin. About a month before the trip, someone either hacked them or someone inside tried to get me to pay again. I didn’t pay and reported it, but still haven’t received any explanation or apology. Bellagio offered some help. I asked for a restaurant reservation, an in-house chef at the villa, and two one-way taxi boat rides, 2.7 km each. The quote came to 3.032 €....... Our final arrangements said we’d have a dedicated person, an “ambassador,” reachable 24/per day for help. On day, 1 I called her to arrange a meeting with the key holder, but a recorded message redirected me to someone else. On day 3, my ambassador asked which menu I wanted for the in-house meal, even though we had chosen and confirmed it 3 weeks before our trip to Creta. On day 5 afternoon, she called to ask if I needed help.

We were so excited about the trip and had paid a large deposit, then everything shut down because of Covid. They wouldn’t refund our money, saying we could travel in 2021, then 2022. With masks, mandates, and unanswered questions, we still didn’t feel comfortable traveling. Our son did use them for his honeymoon and had a great trip. I just hope we can get our money back.

I was drawn in by the promise of personalized service and premium support, but the experience was the opposite. It was hard to get an email response, so I eventually arranged a call to learn more. They said they’d send details soon, then disappeared. I followed up several times by email and message over the next days and weeks, without a single reply, update, explanation, or even a basic courtesy response. For a tourism company built around personal attention and high quality support, that communication felt very disappointing and unprofessional. Planning travel depends on reliable communication, and they failed at the most basic level of customer service. I’ll find another partner for organizing my clientele trips to Italy. After this, I’d never work with them.