Residence Desenzano

Absolutely Outstanding Hospitality We arrived at Residence Desenzano after travelling all day and finally getting there around 7pm, completely exhausted. Unfortunately, there had been an error with our Booking.com reservation through one of their partner providers, and when we arrived, our booking simply wasn’t there. We spent over an hour trying to sort it out with Booking.com, but unfortunately they ultimately told us it was the other provider’s responsibility and that there was nothing they could do. We were left without our accommodation, had lost our money, and had no idea where we were going to stay that night. Throughout the entire ordeal, Giovanni was absolutely incredible. Because we were travelling internationally and didn’t have a working phone, he generously let us use his own phone to spend over an hour dealing with Booking.com. He was patient, compassionate and incredibly supportive the entire time. When it became clear that we were not going to get anywhere with Booking.com, Giovanni could see how exhausted and distressed we were and went completely above and beyond. He gave us a room for the night at no charge, simply because he didn’t want us to be left stranded after such a long day of travelling. We were honestly blown away by his kindness. He had absolutely no responsibility for the booking problem, yet he took the time to help us, made phone calls with us, and ultimately showed us an incredible level of compassion and generosity. People often remember a hotel for the room, but what we will remember about Residence Desenzano is Giovanni and the way he treated us when we were at our most exhausted and vulnerable. Thank you so much, Giovanni. Your kindness turned what could have been a terrible end to our day into something we will genuinely remember for a long time. You are an absolute credit to Residence Desenzano, and we cannot recommend you highly enough. ❤️

Unfortunately, my experience was extremely negative, even before entering the establishment. About a month before the stay, I made the reservation. From the very beginning, it was indicated that check-in had to occur by 6:00 PM, which I understood. However, in the following days, I received numerous emails with a decidedly rude and almost intimidating tone, in which it was repeatedly stated that, in case of arrival after 6:00 PM, we would lose the entire amount of the reservation. To avoid any problems, I even changed my travel plans: instead of taking the train, as I usually do, I was forced to come by car just to arrive by the required time. Once we arrived at the reception, we were greeted by a person with a rather unfriendly attitude, which, in my opinion, was not suitable for public contact. When I pointed out that the tone of the communications I received seemed excessive, I was told that the establishment also offers late check-in, but that I would have to request it myself. Honestly, I was left speechless: if this option exists, why send dozens of threatening emails instead of simply informing the customer? I would have avoided completely changing my trip. During check-in, there were also comments and allusions about my companion's age, with constant checks to ensure that he was of legal age. The way the situation was handled seemed inappropriate and disrespectful to me. At that point, the atmosphere had become so unpleasant that we decided to cancel our stay. We found a bed & breakfast just a few minutes away, and the difference was enormous: kind welcome, check-in completed in five minutes, no tension, and a facility that was definitely more beautiful, spacious, and comfortable. I travel very often and stay in numerous hotels throughout the year. I had never been welcomed with such an attitude before. An experience like this can really ruin the start of a vacation. My advice is simple: as long as the welcome is managed this way, I would choose another establishment.

The gentleman at the reception was rude, the room was terrible for a 4-star hotel, lacking cleanliness and in a state of disrepair as seen in the balcony photos. The proximity to the Meazza remains positive; we were there for the Ligabue concert, but perhaps it would have been better to sleep elsewhere and travel further.