BnButler - Lepontina

We had a confirmed reservation, but when we arrived, the residence said they couldn't honor it. They gave no proper explanation, immediate solution, or sense of responsibility. We were already distressed after accommodation problems the night before. The receptionist, Jhu, looked us directly in the eyes and clearly promised a full refund. We believed that promise and had to urgently book another hotel at our own expense because of their failure. I sent all the requested documents and proof of payment, but they still haven't refunded us. Making a promise to guests in a vulnerable position and then ignoring it is unacceptable. It feels dishonest and shows very poor customer service. I'd strongly advise future travelers to think twice before booking. If a problem comes up, you may be left to deal with the consequences alone.

Rest was hard because voices and laughter from the next room came through clearly. The heating only comes on at 19:00, and it barely warmed the room. I woke up cold before 1:00 a.m., with nobody on site overnight to help. We arrived around noon, but the entrance was locked and the hotel was shut until 14:00, even though the notice listed reception hours as 8:00 to 20:00. The phone never connected, and neither entrance intercom worked. There was almost no service, communication, or basic comfort. I wouldn't recommend it to anyone expecting normal standards.

We were left outside with no help or alternative offered, and there were two other groups of friends in the same situation. Nobody seemed willing to take responsibility. We arrived after 8 PM and weren't allowed in or checked in because of the strict policy. I understand hotels have rules, but travelers can run into delays. There was no flexibility, communication, or customer care here, and leaving guests stranded like that was unacceptable.

After a four-hour flight, we got there at 7:30 PM in heavy rain, tired and expecting to check in until 9:00 PM. The whole place was closed, with no sign or instructions anywhere. We called every number we had, including the emergency lines, and nobody answered. We had to find another hotel at the last minute, and it cost much more. This was completely unprofessional and unreliable, with no respect for guests. Don't book here.