Phi Hotel Piajo — Hotel in Nembro

I was recommended by the staff on the phone to go Sunday or Monday, for a quieter stay and less crowd, it's low season anyway. I went the next Monday for 1 night then: ||||Spa Treatments were fully booked for the day and day after. Staff told me they were booked since long time so they were aware the day before when I spoke to reception but did not mention, nor sent any email to inform me about the unavailability.||||Room is a failure! (Standard), many brown bugs walking around, no kettle, broken hairdryer, broken temperature control, no soap for intimate ( but you have shower gel), fake plastic flowers (terrible) , Sleepless night. I had to call reception at 4am as I was having a sauna while sleeping and they confirmed room was at 25C so they turned the heather off from remote. Not what you expect for a 100++ euro per night and 4 star hotel, oops sorry, a Relax Hotel. ||||Restaurant was struggling to find me a place for lunch. For dinner, the dish I ordered was not available as the main ingredient was over, then I decided to leave and look for another place to eat and magically the dish and the ingredient were back available in the kitchen. I left anyway and found a super local nice place nearby. ||||I shared my opinion with the staff and director at check out, seems like they are not trained on how to deal with customer bad reviews and find a solution. Answer is always: oh I am so sorry, director said he will make sure I will have a better experience NEXT time! Why should I spend my time at Piajo next time? He offered me to stay a bit longer and he would check (again!!) if I can have a treatment in the afternoon. After checking all day before how could magically find a slot now? I had already made plans by then since hopeless so that was not an option for me. The receptionist Alessandra, was nice enough to understand the situation (apparently only she did) and offered me a coffee as a kind gesture which I appreciated. I think it is crucial to pick the right place when you look for relaxing time for yourself. Leaving more stressed after a sleepless night surrounded by bugs is not an option. I wish I read the bad reviews here in Tripadvisor before, as they totally reflect my experience. ||||Both hotel and spa (which has a separate cost) are overpriced for what they offer and the management of the service. especially compared to much better places in the surroundings (e.g. QC). ||||Details:||Before booking I called and talked with reception, I shared my need to have a relaxing stay and preference for less crowded days, I was recommended by Igor, in a very kind, professional and exhaustive chat, to go on a Sunday or Monday for a quieter stay. After couple of days I booked the room, it was Sunday and booked for Monday. Talked on the phone with Antonio, as my payment did not go through, we fixed it. He tried to put me through the SPA to book some treatments but after waiting a while, he informed me that line was busy so not possible to talk to them. Fair enough, I tried again later and still busy. I then receive an email confirming my booking for the all day spa entrance. Perfect, I thought. ||||My stay at the reception when I arrived, very rush and approximate welcoming by Fabio. ||I asked: what do you have for lunch at the restaurant? ||Answer: Oh restaurant is there, you can go and check. ||I asked: I would like to have some treatments at the spa but yesterday I was not able to book, can we check? ||Answer: Oh you can go and ask yourself. Me: ok, where is the spa? Answer: You just follow the signs.||I asked: I am going to the spa now, it's 11.30am is it possible to book lunch around 2pm since I need to get changed to enter the restaurant ? Answer: No sorry is fully booked. We can do latest 1.30 pm. Me: Ok just leave it. I was already regretting my choice...||Fabio: Great your room is 102, first floor, have a nice stay. Me: Cool thanks! But how do I go to 1st floor? Then he made an effort to walk me to te lift lobby.||||I get to the room and Matteo from reception called me to say they could find a spot at 2pm in the restaurant and also that can have food at the spa from 2.30pm, so I preferred to stay at the spa and eat there.||||Spa: I get changed and go to the spa, the receptionist there informed me there is no way to have a treatment as the slots are fully booked since days, so would be for the day after. She will double check anyway. I asked if I can get something to drink, as reception informed me there will be service at the spa, she said, yes but only after 2.30pm together with food. Gosh. Well, there are water and infusions available in the meantime. ||I entered the Spa area with no explanation on anything, how it worked and what the different areas are for, how to activate the jacuzi etc... I asked other guests then.||Spa is quite small, I was lucky enough to enjoy a great sunny and warm day for February, so I could spend most of my time outdoors, at the pool and the big couch they are placed to relax. The indoor bench area was full and busy. All benches were occupied in the afternoon. I leave the spa after sunset and I was informed that despite tying their best they were not able to find me a spot for a treatment the day after.||||What happened at dinner and during the night was just the cherry on top to confirm my very bad experience I had here. ||||Since my intention was to spend a day totally OFF I did not bring my phone to the spa so I took no picture, only the bug in the room was...

The hotel is beautiful, but the information regarding children is inadequate. There are inflexible restrictions—children are not allowed to use the outdoor pool, yet this is not mentioned on the website or in the booking confirmation. It’s obvious that the spa area (sauna, steam bath, hydro-massage, and other treatments) is off-limits for those under 16, but the outdoor pool too?! A joke. Proper communication would have been possible, yet it was missing here. My suggestion: Clearly state that the outdoor pool, which is part of the spa in this case, is also prohibited for children under 16.

You can book with children, yet they can’t enjoy anything. If the hotel is this restrictive toward kids, why not change their business policy and become an adults-only hotel? Such places exist worldwide, and at least that would be honest, straightforward, and not misleading.

It was deeply disappointing to encounter this mentality upon arrival. We came during the peak of summer heat and paid a fortune just to play in the room with our frustrated child. I would not recommend this place to anyone traveling with children.

Additionally, the soundproofing of the doors is inadequate—everything can be heard from outside. It was extremely annoying that the celebrating wedding party was assigned rooms right next to our hallway. It was not a restful night at all.

The quality of the blackout curtains is also disappointing. The hotel is unbelievably rigid, and I must emphasize once again that their attitude toward children is unacceptable.

AFTER YOUR ANSWER, MY RESPONSES HERE:

On your response, you falsely claim to place special emphasis on the outdoor pool and spa policy—this is simply not true.

In fact, your confirmation email does not highlight these rules at all. It only briefly mentions—in small print and buried in the final lines—that the spa is restricted to guests aged 16 and above. There is no indication whatsoever that the outdoor pool is also off-limits to children. This is highly misleading, as it is not common for an outdoor pool to be considered part of the spa area and thus subject to the same restrictions.

Your hotel proudly advertises itself with glamorous pool photos everywhere, yet the actual restrictions are hidden on page 26 of your terms—a page even your receptionist struggled to find and seemed uncertain about when we inquired. Even there, while the spa’s age limit is stated, nothing clarifies the outdoor pool’s policy.

I am certain this constitutes deliberate consumer deception. Instead of offering any form of compensation or compromise, you continue to argue over undeniable facts.

Under these circumstances, I have no choice but to report this misleading practice to the AGCM (Autorità Garante della Concorrenza e del Mercato – Competition and Market Authority as commonly knows Consumer Protection Authory)

There would be no issue if this were an adults-only hotel—but you must be transparent about it. Problems and misunderstandings can happen at any hotel, but what truly defines a high-quality establishment is not its decor or flawless photos, but how it handles such issues. Yours has failed...

We were blown away by this hotel. ||We stayed here for two nights of relaxation after spending 5 days up in Lake Como for a friend’s wedding. ||The staff were helpful and friendly while providing a high level of service, we felt very welcome from the moment we arrived (and we arrived early due to bad weather changing our plans) and appreciated the little touches like the cookies and gifted wine. ||Our room was beautiful and extremely well maintained. It was a spacious suite with lots of outside space too, all of it has been well designed. Having our own sauna and plunge pool was truly a luxury. The suite really felt like a private oasis, I could easily have spent our whole stay never leaving the suite!||The food was amazing and the wine chosen for us was very lovely too. Service in the restaurant was quick and very friendly too while the decor and the atmosphere was great. The food here was some of the best we have ever eaten although one steak was more rare than we are used to to receiving so we’re not able to eat all of it. This was picked up by our server who was extremely accommodating and apologetic however this wasn’t a problem for us as we’d ordered several dishes to try and had plenty of food. The meal was removed from our bill which was appreciated however we wouldn’t hesitate to return to the restaurant again, like I said some of the best food we’ve ever eaten… the Aroma sandwich was too good!||The spa was clean, modern and spacious. We particularly enjoyed the sauna/cold plunge combination. The large indoor/outdoor pool was salt water and felt so much better on your skin than typical pool chemicals.||We only stayed two nights and due to bad weather we didn’t manage to visit the surrounding area but being 20 minutes from the airport was super handy for our early flight on our last day.||Overall we would return to this hotel in a heartbeat and cannot fathom how anyone would have a negative experience here!||Keep up the amazing work,...