Hotel Capolago

We checked out early to preserve our dignity. The staff later offered us a free drink, but that didn’t undo an upsetting, demeaning experience that felt clearly racially biased. We’re a German-American Black and white family from New York, travelling with two young children. We’ve been around the world and never been treated with this kind of disrespect and humiliation at a hotel. The owner locked us out of our room and apparently filmed us without consent. Then he called us out in front of our children in reception. When we answered calmly, he said, “You can get out of my house and walk through the gate.” The supposed problem was that the room was messy, not damaged. There were used towels on the bathroom floor, clothes and toys scattered around, and the kids had been playing with the bedding. There wasn’t a closet to put things away in. We were jet lagged and doing our best. The room was dusty too, leaving my black clothes covered in dust, and the air conditioning was so loud the kids couldn’t sleep. On the first night, people drank and talked loudly outside until 2 a.m. Varese is beautiful, with plenty of kind, welcoming people and family-friendly agriturismi in the area. It’s easy to avoid this hotel, and we strongly encourage other mixed or international families to do so.

The staff were very kind, and breakfast was included with a pretty wide choice. I stayed one night and loved the hotel, the garden and the easy parking. The room was large and clean, and the bed was great. I can only recommend it.

The reception, bar, and restaurant services were all perfect. The owners, though, behaved in a way I found unacceptable and unprofessional. They don't know how to speak to guests properly and showed no empathy. I left with very bad memories, and I won't come back.

The room was at the far end of the corridor, where the sink pressure was so low it was hard to rinse my hands. Still, the hotel itself is lovely, tastefully decorated, modern and comfortable, with excellent beds, a fridge, a pool, and a huge park. Breakfast and the bar were excellent, and parking was plentiful, including a charger for electric cars. Most of the staff were super friendly and did their best. What stopped me giving five stars was the young woman who checked us in and out. She had the tact of an army sergeant, which made for a poor first and last impression. Maybe she should be trained to ask guests if everything was okay.