Palazzo del Vice Re — Hotel in Lezzeno

I regret to say that my experience with this hotel was far from satisfactory. My girlfriend and I had made a reservation well in advance for an upcoming vacation. Less than 24 hours before our planned arrival, we received a notification that our reservation had been abruptly canceled. What made this situation even more frustrating was the fact that just one day prior to the cancellation, we had a phone conversation with a representative from the hotel, during which everything seemed to be in order.

When we reached out to the hotel after receiving the cancellation notice, the explanation we received was that it was a mistake originating from the website through which we had booked the hotel. While mistakes can occur, one would reasonably expect a hotel to diligently monitor their reservations and address any discrepancies long before they become a problem, especially when dealing with bookings made weeks in advance.

What further disappointed us was the hotel's lackluster response. The person we spoke to on the phone offered an apology but showed no willingness to provide any alternative solutions. This was particularly disheartening as we were looking forward to attending a wedding, and to our dismay, the wedding couple was also staying at the same hotel.

In conclusion, I would strongly advise potential guests to exercise caution when considering this hotel for their accommodation needs. The reliability of their reservations and their ability to proactively handle unforeseen issues appear to be questionable, and I would hate for anyone else's vacation plans to be marred by such disappointments.

Edit: Reply to the owner's answer:

Thank you for taking the time to respond to my review. I acknowledge your perspective on the situation, and I'd like to discuss some of the points you've raised.

Firstly, I appreciate your clarification about the source of the problem. It's clear that there was a synchronization issue with the third-party booking channel, which resulted in an unfortunate overbooking situation. While I respect your explanation, I must admit that I have reservations about attributing the entire mistake solely to the third-party channel.

However, it's essential to remember that as guests, we may not always be aware of the complexities of the booking systems used. Our primary concern was that our reservation was unexpectedly canceled, and we found ourselves in a challenging situation.

Regarding the alternatives you mentioned, I must respectfully disagree. While you did provide suggestions for nearby facilities, unfortunately, they were also fully booked, leaving us in a challenging position. It's not just about offering alternatives but also ensuring that guests can find suitable accommodations, especially when they are in a vulnerable situation due to a reservation error.

I also want to clarify that I never claimed to have booked directly through your website. My review simply aimed to share our experience with others.

Lastly, I'd like to address your comment about being an "intelligent" person. It's important to maintain a professional and respectful tone when responding to customer feedback. We all make mistakes, and constructive feedback can help businesses improve their processes. My intention was never to accuse or attack anyone personally but to share a factual account of our experience.

I appreciate your response and your efforts to explain the situation. I hope this feedback can contribute to better communication and problem resolution for future guests. Thank you...

The property is wonderful and I believe does not have many recent reviews as it was closed and remodeled again during COVID. What an amazing find in Lezzenno at Lake Como. My husband and I like to travel in style and this is a special 2.5 week trip to Italy and we are staying in each place for fairly long periods of time (4-5 nights, 4 locations). The other three places are are also small and upscale, but are either part of exclusive known groups such as relais chateaux or recommended by someone we trust. For Palazzo, we took a chance and so glad we did. There are only 6 rooms-ours is very large-like an apartment with a kitchenette and large bathroom with laundry and amazing views of the Lake and small beach area. We are one house from the lake with large windows and unobstructed views and the Palazzo has a private and very nice beach area with lounge chairs and shower area about a 5-7 min walk down a beautiful path from the property. Arianna is the innkeeper and she is such a pleasant and positive person and makes everything even better, if that is possible. Lezzeno is not as known as Bellagio, a 12 min drive away, and we enjoyed it thoroughly. If you stay here, be sure to have Arianna make you reservations at the Stone House on at least one night for dinner. Casual restaurant and the food is wonderful. Back to our room-La Torre-we loved it and we could see ourselves buying a similar small place to spends weeks at a time enjoying Lezzenno. The room was spotless, which is important to me. No lake room from bedroom-the bed is very comfortable abs the rooms are quiet and you do not hear any other guest noise at all as the walls of this magnificent grand old residence are thick. The breakfast buffett is lovely and the cappuccino, coffee and espresso is made fresh to order, along with any egg requests- my husband had a fried egg and I had an one-egg omelet with ham each morning. Drawbacks-and I would not even want to mention-except important for people with accessibility challenges to know-this is probably not the accommodation for you. La Torre and one other room are on the 3rd floor and you have to carry bags up there. Also parking is challenging. There is a public lot about 200 meters away and that is the only parking for this property. There is no where to drop your bags and then park. You need to park in the public parking and carry your bags from there. I would say pack as light as possible as the path is also ancient and rocky and not made for roller bags and you need to carry your bag. You do not need much- sandals, a swim suit, and something to wear to dinner. We took the ferry from Lezzenno to Lenno and had a wonderful time exploring all the towns by ferry and water taxi. We had our car, but only used it sparingly for the 4 nights we were in town as we found the bus system and ferries to be great. There is a bus stop right near the parking lot. Try this property if you would like a wonderful location, unique experience, lovingly restored aristocratic family home with only 6 rooms, and an authentic Lake Como time, but with all the upgrades of an upscale and modern hotel. We did not want the Mandarin Oriental type experience, we wanted to be ensconced in an authentic Lake Como type accommodation and that is exactly what this is-warm, welcoming and just perfect for...

The property is wonderful and I believe does not have many recent reviews as it was closed and remodeled again during COVID. What an amazing find in Lezzenno at Lake Como. My husband and I like to travel in style and this is a special 2.5 week trip to Italy and we are staying in each place for fairly long periods of time (4-5 nights, 4 locations). The other three places are are also small and upscale, but are either part of exclusive known groups such as relais chateaux or recommended by someone we trust. For Palazzo, we took a chance and so glad we did. There are only 6 rooms-ours is very large-like an apartment with a kitchenette and large bathroom with laundry and amazing views of the Lake and small beach area. We are one house from the lake with large windows and unobstructed views and the Palazzo has a private and very nice beach area with lounge chairs and shower area about a 5-7 min walk down a beautiful path from the property. Arianna is the innkeeper and she is such a pleasant and positive person and makes everything even better, if that is possible. Lezzeno is not as known as Bellagio, a 12 min drive away, and we enjoyed it thoroughly. If you stay here, be sure to have Arianna make you reservations at the Stone House on at least one night for dinner. Casual restaurant and the food is wonderful. Back to our room-La Torre-we loved it and we could see ourselves buying a similar small place to spends weeks at a time enjoying Lezzenno. The room was spotless, which is important to me. No lake room from bedroom-the bed is very comfortable abs the rooms are quiet and you do not hear any other guest noise at all as the walls of this magnificent grand old residence are thick. The breakfast buffett is lovely and the cappuccino, coffee and espresso is made fresh to order, along with any egg requests- my husband had a fried egg and I had an one-egg omelet with ham each morning. Drawbacks-and I would not even want to mention-except important for people with accessibility challenges to know-this is probably not the accommodation for you. La Torre and one other room are on the 3rd floor and you have to carry bags up there. Also parking is challenging. There is a public lot about 200 meters away and that is the only parking for this property. There is no where to drop your bags and then park. You need to park in the public parking and carry your bags from there. I would say pack as light as possible as the path is also ancient and rocky and not made for roller bags and you need to carry your bag. You do not need much- sandals, a swim suit, and something to wear to dinner. We took the ferry from Lezzenno to Lenno and had a wonderful time exploring all the towns by ferry and water taxi. We had our car, but only used it sparingly for the 4 nights we were in town as we found the bus system and ferries to be great. There is a bus stop right near the parking lot. Try this property if you would like a wonderful location, unique experience, lovingly restored aristocratic family home with only 6 rooms, and an authentic Lake Como time, but with all the upgrades of an upscale and modern hotel. We did not want the Mandarin Oriental type experience, we wanted to be ensconced in an authentic Lake Como type accommodation and that is exactly what this is-warm, welcoming and just perfect for...