Palace Hotel

We stayed at this hotel for the first leg of our vacation in Como. Overall, the hotel itself was acceptable for the price, but our checkout experience left us extremely disappointed. Before our trip, we arranged airport transportation through the hotel for €200. Unfortunately, our flight was delayed by two hours and our flight number changed. Since the hotel had never provided us with the driver’s contact information, we called the hotel twice, left two voicemails, and sent two emails with our updated flight information. We never received a response. When we arrived, there was no driver waiting and no communication from the hotel. Rather than continue waiting, we arranged our own transportation from the airport, which cost approximately €150 including the tip—significantly less than the transportation the hotel had arranged. At checkout, we were informed that the original driver still expected payment of the full €200 because he had been dispatched. We understood the driver’s position, but our frustration was with the hotel’s complete lack of communication. Had they simply answered the phone, responded to our emails, or notified the driver of our flight changes, this situation likely could have been avoided. We explained this to two different staff members, but both told us there was nothing they could do because the issue was between us and the driver—even though the transportation had been arranged through the hotel, they charged a premium for arranging it, and they never gave us any way to contact the driver directly. As a result, we ended up paying approximately €350 for airport transportation that should have cost only €150. We were disappointed that the hotel made no effort to take responsibility for its lack of communication or even offer a partial goodwill adjustment. It’s unfortunate because this experience overshadowed the beginning of our vacation. While the hotel itself was fine, the customer service fell well below what we expected for a hotel in this price range. Based on this experience, I would not stay here again.

Fantastic view of lake Como. Clean, fresh, friendly and helpful. Can’t wait to return. The restaurant was very convenient and delicious. Staff was friendly and helpful.

The Palace Hotel in Como (the city) on the southern tip of Lake Como is a solid choice as a home base for exploring the region. The ferry boat ticket office is right across the street, and it’s a 58-second walk from Como Nord Lago, the regional train station (get the Trenord app) towards Milan, and three more seconds to a public bus terminal. Pretty darn perfect location. The MXP airport was 50 minutes by private car at a cost of 150 Euros or 15 euros by private bus shuttle — but you have to get to the larger train station, Como San Giovanni, for that bus. That station is a 15 to 20-minute walk east of the hotel, and up a steep set of stairs (speaking of steep), you can just get a taxi (over-charged) rate of 20 euros to that station from the hotel. City restaurants galore are behind the hotel, and plenty of tourists’ restaurants north to the lake edge. Walk to the west a couple of steps, and you’ll find a major square with some fine eateries, a pharmacy, and a bank with suitable ATM rates. The world is at your fingertips when you stay at the Palace Hotel. The front desk staff were ALL very friendly and helpful at every encounter. I was an early arrival and was informed that my room would be ready at 3 p.m. At 2:55 p.m. I received a call that I could retrieve my room key card and bags, which they stored for me… pretty great timing. As this was peak season, I did not expect an early check-in. The elevator is a typical tiny European hoist; if you are claustrophobic, turn around and take the stairs. My choice of room rate offered a direct view of the lake with an operable window. Pleasantly designed with a tiny bit of dated fru-fru as we say in the theatre. The bed and pillows were perfect. Housekeeping staff on top of all your needs. I was there during a heat wave, and the room was comfortable, but I could never cool it to my fantasy of Elsa’s Frozen castle. My only small complaint is that the hotel does not believe in towel hooks nor towel racks. A personal frustration for me as I like to reuse towels as an environmental issue. I also like to hang a ditty bag in a bathroom… alas, only one small peg to be found on the wall and over the toilet - not a great location. Speaking of being small - it’s a pretty great hotel if the lack of a towel rack is your only complaint. Breakfast was included in my rate and was deliciously extensive with eggs, meats, fresh fruits, cereals, breads galore, and self-serve Prosecco; the epitome of a civilized breakfast. The staff were very attentive and efficient. Each of them was a model of customer-service perfection. The Garden Bar was delicious and among the best wait-staff ever. The bartender was an artist. I would stay there again, but do suggest you check the rates of the other hotels on the square, as the Palace should be just a couple of euros less. Very enjoyable stay at the Palace.