The hotel is absolutely beautiful. The property, rooms, and breathtaking views of Lake Garda truly deserve five stars. Unfortunately, the service did not.
The night before my wedding, we had no hot water in the shower. Around 11 p.m. we called the front desk, and the employee who came to our room was dismissive and initially seemed to doubt us. He even checked the sink instead of the shower before realizing there was actually no hot water. We were told to either shower in another room and return to ours or pack everything and move rooms late at night. We chose to move, only to be told the next morning that we had to change rooms again because that room was already booked. This was incredibly stressful on the eve of my wedding.
On my wedding day, bad weather required our boat to be replaced with a larger one that could not dock at the hotel’s pier. While this was not the hotel’s fault, the lack of assistance was. Already dressed in my wedding gown, I was simply told to go to another pier about 1 km away. No explanation, no transportation, and no support were offered. My makeup artist kindly drove me there instead.
After the ceremony, the hotel again offered no assistance. I had to walk about 1 km back along the road in Garda wearing my wedding dress and high heels. During the walk, one of my Valentino shoes was damaged after hitting a stone. For a luxury five-star hotel, I expected far better service and much more care during one of the most important days of my life.