Hotel Splendor

We booked three bedrooms at the end of March for our August bike trip. Two days before the stay, after we’d already been on the road for three days, the hotel cancelled the booking, giving overbooking as the official reason. We had to look for another hotel, which was obviously much more expensive.

After 20 years of visiting four or five hotels a year as a tour guide in the French, Austrian, and Italian Alps and Dolomites, this was the worst hotel experience I’ve had. I brought a group of 60 people in January 2024. These are just a few of the many problems. Our group checked in 5-6 hours later than the time agreed and advertised on the hotel website. The rooms were very dirty, and almost every room was missing pillows, blankets, or sheets. Reception didn’t help us get the missing items on the first night. No one at reception or in management spoke any language besides Italian, not even basic English, which made communication very difficult. The reception staff and hotel owner or manager were rude, unkind, arrogant, hostile, and unwilling to help resolve anything. The interior and furniture were old, worn, and dirty. The common areas and most rooms were cold, with temperatures of 17-18 degrees in most rooms. One child in our group was sick, so we asked them to raise the temperature, but nothing was done. They measured 20 degrees in warmer rooms next to radiators and showed us a local document saying they were required to maintain 20 degrees. The food was awful, with very little choice and poor quality. Most days it was the same, and the first course was often either plain boiled pasta, pasta with tomato or spicy sauce and nothing else, or a kind of boiled grain soup. Restaurant seating arrangements and ordering for the next evening were a complete mess. Advertised extras such as a kids’ club and playroom were missing. The owner was constantly yelling at staff and guests, kicking and breaking furniture, and calling the police for no reason. This stay was not just unpleasant or awful, it caused mental and health-related harm. The hotel is a shame for the tourist industry and the beautiful Dolomiti di Brenta area. It should close due to its many problems and non-compliances, or have new management and ownership.

The hotel is in a great spot beside the slopes leading to the main ski hub. The music playlist was one of the best I’ve ever heard, and the place was tidy and nice. Most staff were helpful, including a decent concierge. But the rooms felt dated, with old furnishings, and the food was below par when we came with a large ski group. It could work well for a big trip or as a cheaper option. If I were travelling with just a couple of people, I’d look elsewhere.

Our reservation was cancelled two hours before we were due to arrive, with no reason given. We’d already been on the road for eight hours, so that was a horrible message to get. I feel I have to share this story about the way we were treated.