Hotel Villa Grazia

We stayed for three nights in this quiet, cosy little place. The balcony had a nice view and the staff were friendly. The rooms are tiny, which I suppose is reflected in the price, so I think it's better for a short visit than a longer stay. Check-out is at 10am, but when we asked, the lady kindly let us stay until 11am for free and also offered us a complimentary espresso. There's a beautiful waterfall just outside, and town is a short walk away.

We couldn't experience the property because of an emergency, but after how our reservation was handled, we'd never consider booking here again. We contacted management several times in advance, a few days before we had to cancel, and asked to move the booking to a later date or receive a credit or compensation. They weren't flexible at all. Their replies and communication felt extremely rude, defiant, and unprofessional. In many years of travelling around the world, this was some of the worst customer service we've had. The attitude gave us no sense that customers come first or that our situation mattered. We wouldn't have felt comfortable, appreciated, or welcome staying here. A few days later we made it to Lake Garda and stayed at wonderful places, both cheaper and more expensive, where we were warmly welcomed. We'll let friends and family know about those places and tell them to avoid Hotel Villa Grazia. I've spent years in hospitality and customer service, and I expect guests would be unhappy here. We certainly wouldn't be saying “Grazie” or “Grazie Mille” to Hotel Villa Grazia. We'd be very disappointed.

The breakfast was wonderful, with scrambled and boiled eggs, meats, cheese, bread, cereal, yogurt, and some amazing cakes and pastries. The bar was a great place to come back to after a long day. The staff were kind and amazing, and the hotel is pet-friendly with parking at the front and back. We had a balcony and a ceiling fan, as well as an air conditioning unit we didn't need in April. The Wi-Fi worked great. The bathroom was tiny, with room for just one person, but otherwise the room was perfect. It was a 3-minute walk downhill to the beach, and about 5-8 minutes to the centre depending on the route.

We never got to stay at Hotel Villa Grazia because of the way management handled a problem before our visit. Car trouble at our stop before Lake Garda left us stranded without a car, so we couldn't arrive on our reservation date. We called several days ahead and asked to move the booking by a few nights. We weren't asking for a refund at first, but we were rudely told no. The customer service was completely out of line, and when we then asked for a refund, that was refused too. We lost about $300 and were extremely unhappy with how we were treated. I'll make sure our family and friends know not to stay here.