We came for a relaxing and unique experience on our last day of holidays and got the exact opposite. This place lacks hospitality. The staff and management don't know how to handle situations and they make mistakes and omit information. They will try to overcharge you for many things. The quality is substandard. When we arrived we asked for room service but were told they are very busy and so this will take more than an hour and that to make it easier we should come to the restaurant instead. So we do and when we get there the waiter tells us arrogantly that for this time they will allow us to order something from the room service menu - as if they were doing us a favour. Then the spa - you can only use the spa 4 hours consecutively (this is omitted from their website). When I received the confirmation of my booking and they sent a message specifying that this needed to be consecutively, we asked if it was possible to do 2 hours one day and 2 hours the next but were straight away declined. We thought about getting massages but they only do it in the afternoon so they said they could do it during our 4 hour spa time or the next day in the afternoon. As we had only booked for one night we said we would think about it and possibly pay extra to pay for the spa the next day so that we could get the massages. However, when we entered the spa, that's when they decided to tell us that they have closed their sauna and hammam for COVID reasons so only the pools are open. When you point it out to them, they say that in the website, it is written ”following the Italian decree” but the decree says you can keep open sauna and hammam as long as you do it under reservation and you clean it. So they specifically omit information to lure customers. The spa manager approached us after we spoke to the receptionist and offered us one free cup of Himalayan salts scrub used in the hammam to probably ”calm us” which we thought ridiculous and not sure how to take that. When we left the spa and spoke to the receptionist again, they reminded us that they gave us some salts - I was dumbfounded. We obviously did not pay for an extra spa day or the massages. As for the pools, they are not that ”interesting”. They have the usual jets but the pressure isn't that great and the whirlpool was not hot enough. Their walking cold to hot pool was neither cold enough or hot enough. The atmosphere is like being in a normal hotel swimming pool. The Quercus restaurant was fraud. I have eaten in many fine dining but we paid 230 euros for 2 people that left a bad taste instead of blissful happiness. We went early for an aperitivo - we ordered an over priced glass of their bubbles and the accompaning food arrived 20 minutes after we finished drinking the wine. For dinner, you can order a la carte (recommended) or they have set menus that you don't know what you're getting because it's the chef who comes up with it based on (what we thought) our tastes. We went for their 7 course men
Very Good
72 Reviews