Codice di riferimento: IT2859.200.3
Appartamenti Bellavista ★★★
Italia, Lago di Garda, Riva del Garda
When my spouse, two young children (2 and 4) and I arrived at Bella Vista, we were very pleased. The location was perfect, centrally located, and the view of Garda was magnificent. Our room was large with beautiful terrace over looking the lake. On our 3rd night, we returned around 8pm, ready to put our kids to bed. Because the reception closes, we used our electronic key to enter the hotel. The key however was unable to open our room door. As our room had 2 stories, we attempted to open both doors unsuccessfully. We went down stairs to ring night call, but no one answered. I attempted to call the reception from my cell, but again no answer. We proceeded to ring the night call and reception by cell for two hours. Around 10pm, with two crying children, I began to ask local merchants and restaurants if they knew how to reach the owner. The Bella Vista restaurant, whose building is owned by the hotel, was helpful in contacting the owner by cell. The owner sent her daughter who apologized and tried to help us open the room. She also was unable to open the door. As she called her mother, I heard her crying. I assumed the mother was yelling at her for not being able to open the door. In the end, the daughter climbed up the back terrace and getting in through the patio door, for which we had luckily left the gate open. The next morning I went to the reception to thank the owner and also to find out how to avoid having the same thing happen, I was utterly surprised to be met by an offensive attack by the owner. She yelled that she had no idea what we had done to the doors. I asked her if she had an idea as we had left it closed as we always had since the beginning of our stay. She replied rudely that she didn't have a magic wand to know what it was we did. She then admitted that a worker had entered our room while we were out that day to work on some electrical issues and that he claimed he had closed the room as we had. She said we had dead bolted both doors. I asked how that was possible as we only every used one door and how would we exit if it was dead bolted. She accused us of climbing down the terrace with our two young children and stroller. I then asked why no one answered night call. She accused me of lying. I showed her the phone record on my iphone and she was quiet. I speak Italian, but my spouse does not so I asked that she speak in English. She replied "We are in Italy. We will speak Italian." In sum, I have never been treated so badly by a hotel.