Shocking lack of five-star service for a pre-paid booking. As long-term luxury travel enthusiasts who spend months on end at premier global properties (such as The Dorchester and The Balmoral), we understand what five-star hospitality should look like. Unfortunately, our arrival at Ca’ di Dio was entirely inconsistent with these standards and deeply disappointing.
The Issue: We booked and fully pre-paid for a "Triple Room" (inherently licensed for three occupants) nearly a year ago. Upon arrival, the front desk flagged a system error on their end that registered our 9-year-old son as an infant.
-The Handling: While administrative glitches happen, the evening team's handling of this was unacceptable. We waited hours for a resolution. We even went to dinner at Essentia hoping it would be sorted by the time we finished, but absolutely no progress had been made.
-The Communication: There was a complete lack of updates or communication from the staff while we were dining.
-The Current State: The room capacity is legally correct, the booking is settled, and the staff has already removed the crib since the existing king bedding is perfectly sufficient for us. We do not require a rollaway bed or a room change.
Pros: The physical property is beautiful (though minimal/lacking art). Head Concierge Ivan is amazing. Service staff is also incredible.
Cons: The front desk management and customer service fail to meet basic luxury hospitality standards. Perhaps inexperience.
