Appartamenti Il Sogno — Hotel in Bellagio

If I could give a minus -10 to this business I would , we had to cancel a family booking at this establishment due to an family emergency, and unfortunately, we couldn’t make it to Lake Como as planned. We live in Australia, and I provided over 60 days’ notice of our cancellation, expecting a fair process. However, despite this, they took the full payment and are now refusing to issue a refund.

What’s more concerning is that they have resold the room, as I found out when I attempted to rebook, there was no availability. It feels incredibly unfair, especially given the circumstances.

I’ve been in contact with them via phone and WhatsApp, and I was promised I would be looked after. Sadly, they have since ignored all my calls and emails. During our calls, I was hung up on once and met with dismissive attitudes. When I spoke to a staff member, she acknowledged my email and said her boss would get back to me, but I have heard nothing since.

This lack of empathy and poor customer service is very disappointing. I feel let down by their refusal to refund and their unprofessional behavior. I hope others will be aware of this experience...

Terrible communication and don't follow through with what they offer you.. I had this accomodation booked for months and I've recently been moved from the waitlist for a surgery that I've been waiting for for about 2 years and when I requested a refund they said all they could do was a voucher however I live in Australia. After finally deciding to post pone our trip and decided to claim the voucher they no longer reply to any of my messages. I'm very disappointed with this hotel and would encourage you to definitely make sure you are wanting to travel on the days you book for as there is literally no flexibility and they say they'll offer you a voucher but don't actually reply when you say yes. I also messaged them back at the start of April which still allowed 3 months notice, and it's there summer so they will 100% be able to...

If this was an escape room I’d give it 5 stars. We first were taken to the wrong address, then given 3 different sets of instructions to open the door. There was meant to be someone to greet us but no one was there. The table lamp was broken, the bathroom light was flickering and the floor was wet. The WIFI password given was incorrect and we had to troubleshoot ourselves. There was no indication that the apartment would be on the top floor with no lift. The photos advertised did not look like the reality. Giving an extra star since they responded quickly on whatsapp, even though half the...