Residenza Felice

We were told the room rate on Booking.com included breakfast, but no breakfast was provided. Instead, we were charged €20 each for a meal at a partner restaurant a long way away. The room had a sofa bed, and the price was higher because of the breakfast that never came. They only accept credit cards, but that wasn't stated anywhere, and their process doesn't stop you trying to use a debit card. That caused a lot of hassle. Rather than acknowledge the missing information, they threatened to cancel our booking. We weren't given a receipt either. There was no information leaflet in the room, no welcome, and no WhatsApp support. The response was basically, "it's either this or you leave." Used bathroom products had been left behind for the next guests. The rooms have no soundproofing, so we couldn't get proper rest. Very unhappy.

Getting luggage into the apartment could be awkward. It's in a narrow lane you can drive down, but stopping outside for long is difficult, especially if you have a lot to unload or are staying longer. Parking in Liono was also hard to find, and the hotel's spaces cost €20 a day. The location itself is central and good. We stayed as a couple in the Luini apartment. It was nicely done up and recently furnished, though the room felt quite dark because little light came through the windows. I was disappointed that we had to sleep on a sofa bed. It wasn't comfortable for me, and it creaked with every movement. The service was friendly, but we'd left a small item behind. Given what the room cost, I expected them to mail it back without making a fuss. We had to cover the cost ourselves. I've had better service at hotels of this standard, especially since we were there for a wedding that must have brought in a lot of money over two days. A shame.

The apartment was clean and right in the center of Luino, which made for a great location. But communication with management about arrangements was almost nonexistent. The duvet was two single ones instead of a double, and there was no WiFi unless you handed over all your privacy information through social media. A basic password would have been enough.

The historic center of Luino was a great place to stay. Inside, the apartment was lovely and newly furnished, though I had to sleep on a rollaway bed and that took away from the experience. The host was slow to respond to questions, but things did get sorted in the end.