Villaggio Laguna Blu

We won't be coming back to Villaggio Laguna Blu. On our first visit a year ago, we had a ground-floor apartment with a patio and no real reason to contact reception, so we returned this year expecting a similar stay. This time we got a first-floor, two-level apartment, and the steep, unsecured stairs were dangerous for our two-year-old. Our toddler fell down them on the first night and again a few days later. Luckily, there was no injury, but someone else might not be so lucky. The receptionist didn't offer a solution or seem to anticipate the risk for families with toddlers. We asked about moving to a ground-floor unit or cancelling, but after they had our money, they didn't seem willing to help. The reception experience was also awful. The older receptionist was rude and unprofessional. A baby crib had been confirmed but wasn't there, and we had to push to get one. Instead of apologizing, she said, “We do not guarantee anything, it is written so on the website”. Our parking space was occupied and some bed linen was missing. Those were smaller problems, but she snapped at us rather than sorting them out. When we asked for management, she said she was the management. She also discussed our problems sarcastically in Italian with another employee. We understand Italian through our knowledge of French and Spanish, and it felt like she was making the conflict worse instead of resolving it. The administration says it doesn't guarantee anything, and the many demands placed on guests made us feel unwelcome. They call this family-friendly, but the two-level apartments aren't necessarily safe for young children, and it was impossible to negotiate anything with reception. I later saw plenty of negative comments about that particular receptionist on other websites. The owner could improve things by replacing her with someone more welcoming or giving her basic hospitality training. We'll pay more attention to warning signs like this in future. Rude staff are the last thing you want to deal with on vacation.