Gość
15 czerwca 2024 r.
My family and I stayed at Hotel Miralago in Cernobbio for two nights, and it was a deeply disappointing experience. Despite confirming our reservation a day before and explaining we had just returned from almost 3 weeks of traveling across Italy, we were met with rudeness and mockery from the staff about the quantity of our luggage. They assumed we didn't understand Italian and openly made fun of us in the lobby with comments like, "Are they planning on moving here?" The room was in terrible condition – peeling wallpaper, stained chairs, and holes throughout. We asked to speak with the owner, and this almost bald man with glasses, who was likely just the Manager, was particularly dismissive and unapologetic when we brought up these issues. When we addressed the rude comments we openly heard in the lobby, this Manager (who also participated in the mockery) told us that their comments were just "considerations" and “to take them as we liked.” Didn't offer any apology and acted as if he didn’t care whether we stayed or left. We observed similar disrespectful behavior towards other foreign guests as well, which clearly shows that this is a pattern. The staff felt too comfortable making loud and unprofessional comments, including management. The only exception was the young gentleman at the concierge, who was polite and professional. It is incredibly disappointing to be treated this way, especially considering the Ambrosini family's reputation in the hospitality industry, first as owners of the Hotel Centrale and for years of the Hotel Miralago. This level of unprofessionalism and lack of hospitality is unacceptable for any hotel, let alone a 4-star hotel. We will not be returning and will advise others to avoid this place.
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