The Albereta Relais & Chateaux — Hotel in Erbusco

1. At the time of check-in, I was not given any indication of the activities to be carried out, where the relax areas were, breakfast times etc ... I had to go several times to the reception to request information of any kind;

2. I had requested (by telephone) for the "unforgettable" pic-nic a bottle of ca del Bosco. Upon my arrival (Saturday) I check that everything is marked correctly and instead it was only indicated that I wanted a "generic bottle". Therefore, I ask to see the wine list to pic my bottle since "Ca del Bosco" bottle was not available and I choose my new bottle. Fortunately on Sunday at the time of check out, I see that the bottle has not been taken into account and therefore I ask confirmation that it was only a forgetfulness in the charge, but instead once again my request was lost ...

3. by phone (in the days preceding my arrival) I ask if possible to go to the swimming pool also post check out pending the 6.30 pm pic-nic, but nobody thought well to communicate the need to book the sunbeds or to indicate the presence of the changing rooms. Whereupon on Saturday I casually ask the reception to confirm the above and only at that moment, the receptionist told me that reservations are required during the weekend. Therefore I confirm (once again) my willingness to the reception to reserve two sunbeds for the next day. The receptionist takes note and informs me that she will book the sunbeds if still available. After 10 minutes I came back to figure out if there is availability or not and ...... nobody did anything and the girl who had taken charge of the booking left the hotel (shift change) without saying anything to the new colleague.

4. Regarding the walk through the vineyards, after asking to provide me with the map (but only because I saw the other guests with the map) the receptionist told me that the available routes were red and blue, the latter the longest. We walk to take the red path first and then the blue one, but during the path, we realize that the blue path seemed closed or not possible to reach as instead was represented in the map. For this reason, the next day, I go back to reception and ask how to reach the blue route, but unlike the previous day, I am told that the blue route is closed....

5. here the description of the "best experience" that we had THE "pic-nic"! Since we were staying in a structure that belongs to "best charming hotels" I would have expected that at my arrival everything was already set up (since they knew very well it would be a surprise for my boyfriend birthday) and not that once we arrived there the receptionist girl "Set up" everything at that moment if we can define two towels thrown on the ground with two paper boxes with the food in it, in the middle of the tall grass (photos attached). I consider absolutely a misleading the advertising on Instagram promoting the amazing picnic (posted on June 27 then post covid reopening) if compared to the reality of the facts. If you could not offer the picnic as shown in the photo, you communicate at least during the booking that is a "little bit different" instead of saying nothing. When I saw everything I immediately pointed out that similar treatment is not possible for the sum requested (€ 100) and for a hotel like this. The girl told me only a simple excuse "I'm sorry but this is the picnic and there is no basket or setting up like shown in the picture" and none did anything to apologize with me for the inconvenience.

Furthermore, the day after my stay, I wrote an email to the hotel with my feedback and none took a minute to apologize and text...

Absolutely THE worst Relais Chateaux I have ever stayed at and we stayed at over 15 of them. The hotel is old, unkempt, stale, and clearly has not been updated in years. The service matches by being rude at worst and dishonest at best.||We stayed one night at the hotel. Checked in at 6pm. The room was like a sauna and we were told it should cool down soon as the AC was started only a few hours ago. By 8pm, it was still very hot and we asked the front desk for help. We were first told the hotel if fully booked so they can’t move us and they can’t give us a fan for “security reasons”. We were asked to check again after dinner and they expect the room to cool down by then. We headed to their pizza restaurant and after a disappointing meal came back to the room to find it not cooling at all.||Went again to front desk and this time the attendant- Kumar- told us briskly he can’t do anything about it. He claimed he can’t call an AC technician at this late hour and has no other rooms to move us to. He kep cutting us every time we tried to explain how hot the room was and it was unacceptable to expect us to stay in a room with no AC and 80F when we paid $900 for the night, Kumar was rude, extremely disrespectful and belligerent.||Only after we threatened to sleep in their lobby and insisted he call the hotel director, did he do so. We asked to speak with the director and were told he cannot speak to us at this last hour!! We were moved to another room which was much cooler but with just as dilapidated bathroom. Amazing how the room suddenly became available after the constant lying that they are fully booked.||In the morning, we asked to meet with the director and were told he’s in a meeting offsite for all day. The only person available to speak with was an assistant front desk manager. When we mentioned that we had clearly communicated last night that we need to speak with the director, it’s unacceptable that he’s not available. We were the told he would call us in an hour. Of course, no one called. Making it rather clear why the whole experience was so terrible- it’s come from top down. When the hotel director does not care about the customer experience, of course, no one else will.||This hotel needs to be delisted from Relias C and Smiths. They absolutely don’t care about service, quality or standards that a luxury hotel...

Horrible hotel with experience to match. Terrible staff, service, food. Stay away from it

Absolutely THE worst Relais Chateaux I have ever stayed at and we stayed at over 15 of them. The hotel is old, unkempt, stale, and clearly has not been updated in years. The service matches by being rude at worst and dishonest at best.

We stayed one night at the hotel. Checked in at 6pm. The room was like a sauna and we were told it should cool down soon as the AC was started only a few hours ago. By 8pm, it was still very hot and we asked the front desk for help. We were first told the hotel if fully booked so they can’t move us and they can’t give us a fan for “security reasons”. We were asked to check again after dinner and they expect the room to cool down by then. We headed to their pizza restaurant and after a disappointing meal came back to the room to find it not cooling at all.

Went again to front desk and this time the attendant- Kumar- told us briskly he can’t do anything about it. He claimed he can’t call an AC technician at this late hour and has no other rooms to move us to. He kep cutting us every time we tried to explain how hot the room was and it was unacceptable to expect us to stay in a room with no AC and 80F when we paid $900 for the night, Kumar was rude, extremely disrespectful and belligerent.

Only after we threatened to sleep in their lobby and insisted he call the hotel director, did he do so. We asked to speak with the director and were told he cannot speak to us at this last hour!! We were moved to another room which was much cooler but with just as dilapidated bathroom. Amazing how the room suddenly became available after the constant lying that they are fully booked.

In the morning, we asked to meet with the director and were told he’s in a meeting offsite for all day. The only person available to speak with was an assistant front desk manager. When we mentioned that we had clearly communicated last night that we need to speak with the director, it’s unacceptable that he’s not available. We were the told he would call us in an hour. Of course, no one called. Making it rather clear why the whole experience was so terrible- it’s come from top down. When the hotel director does not care about the customer experience, of course, no...