Hotellerie De Mascognaz

The most serious aspect of our experience was the unacceptable handling of the customer when faced with a problem. We repeatedly asked to speak with a manager, who avoided the confrontation for a long time and only after our long insistence finally made themselves available by phone. Even then, no apology for the communication problem that occurred during the quote phase, no assumption of responsibility, and no real attempt to find common ground. An attitude that is hardly compatible with a facility that presents itself as a 5-star hotel. The problem concerned the quote received, which in our opinion was seriously lacking in terms of clarity and transparency. We had been offered three types of rooms, with three different price ranges, and among the services, the possibility of half board with a three-course dinner was presented. For each room, however, only one rate was indicated, without proposing two distinct options – with and without dinner – and without making it evident that the price indicated included only bed and breakfast. We had never requested to exclude dinner: if half board involved a different rate, it was the facility's responsibility to formulate a complete and unequivocal quote, allowing the customer to know both options before booking. Discovering later that the two dinners would be charged entirely as extras was extremely unpleasant. Whether it was a deliberate choice or serious superficiality, we found this method of commercial communication deeply non-transparent, an impression further aggravated by the way our complaint was handled. The restaurant also has prices that are completely disproportionate to the quality actually offered: €40 for chanterelle fettuccine and €30 for a salad with apples, onion, and beets. The problem is not simply that they are high prices: the quality and level of the dinner, in our experience, do not come remotely close to either the amounts requested or the gastronomic level declared by the establishment. Breakfast is also puzzling: several products require supplements, including the omelet and even a glass of fresh-squeezed orange juice. In a 5-star hotel, considering the already very high cost of the overnight stay with breakfast included, I find it frankly ridiculous to have to pay separately for such basic services. To complete the picture, we found personal trash from previous guests in the bathroom wastebasket and a mediocre SPA, definitely not up to the standard of a 5-star hotel. The only real strong point is the splendid location immersed in the mountains. Unfortunately, what remains with us from the stay is above all the feeling of a facility much more attentive to monetizing every single aspect of the experience than to offering a service truly up to the prices requested and to taking care of the customer.

The hotel is very beautiful, set in a truly magnificent natural setting, the view of Monte Rosa is priceless. That said, on Sunday we had lunch at the property's restaurant, the food is good but not up to the prices they charge, in particular the chanterelle tagliatelle, a dish off the menu, cost 40 euros. After having two courses each, my husband, considering the fact that we were seated at a table in the shade outside and it was rather chilly, asked to be able to drink coffee sitting at the small tables in the sun with a view of the mountains, where incidentally no one was sitting, but we were told that that area was reserved for guests staying at the property. A real lapse in style as a five-star restaurant must ensure that customers feel comfortable. The service staff did not even think to offer us tables inside where the temperature was more comfortable. Therefore, as soon as we finished lunch, we left. Restaurant not up to the standard of the place where it is located and the target it aims for.

A very pleasant and rejuvenating stay in the village of Mascognaz. The comfort of the hotel, the superbly cooked local food, as well as the sublime Aosta Valley explain the excellent reputation of Mascognaz, which is well deserved!