Residence Lores 2 - Go Vacanze

We are staying at Lores 2 and even though I have never allowed myself to write negative reviews in any way during all my travels, as I understand the effort and commitment behind such a large organization and above all I understand that behind all the work there are people...but this time I cannot help but express my thoughts....we have been traveling around Trentino for years...we ended up in this residence because of a voucher we received (in August we were asked for a difference)..we arrived 2 adults and 2 children ) room smelling bad (mold), smell of dust, sofa bed mattress so thin that it felt like sleeping directly on the sofa springs...not to mention the bathroom, which is truly dilapidated..shower tray and enclosure full of mold ..we are considering leaving early but we would not want to ruin even more the vacation we have been waiting for for 1 year

My review will be rather long because several things happened during the stay that, in my opinion, are unacceptable. The first concerns online check-in. Before arrival, it is required to complete the check-in and send photos of the identity documents. It is true that online check-in is now a very common practice; however, in Italy, the manager of the facility still has the obligation to personally identify the guests and communicate their data to the police headquarters. For this reason, although the early entry of data on dedicated platforms is now normal, sending photographs or scans of documents via email or WhatsApp can raise concerns regarding privacy protection. I did not appreciate that this request was presented as mandatory when I would have preferred to show the original document upon arrival. The day before the stay, we received a message informing us that, "to facilitate guests," check-in would start at 11 AM instead of 2 PM, the scheduled time for key delivery. Thinking we were doing a good thing, we arrived at 1 PM. To our surprise, we were told that only one person could check in, while the others would have to wait seated in the restaurant. A rule that seemed rather unusual to us. Upon arriving at the reception, I was informed that the keys would be delivered after about half an hour and that it would be the restaurant manager who would give them. This also seemed really unusual to us. The impression was that it was a strategy to induce guests to stay and have lunch at the restaurant of the facility. After more than an hour of waiting, and not after the half hour promised, I returned to the reception to ask for information. When I simply pointed out that more time had passed than I had been told, I was treated in an extremely rude manner by a blonde lady of a certain age. I was told that the room was not ready "because of me" because I had requested a high floor at the time of booking. I then wonder what the point is of offering the possibility to indicate preferences if they are then used as a reason to justify a delay. The same person, in front of other guests, also told me that if I was not satisfied with the situation, she would refund my money and I could leave. I was deeply mortified. After four hours of travel, if I had not been so tired, I would have left immediately. The problem was not having to wait: a room may not be ready and that can happen. It would have been enough to communicate it clearly, saying that it would be available after one or two hours. Instead, we were told to wait only half an hour, then made to spend almost two hours at the restaurant. At check-out, the lady apologized for her behavior, but by then the damage was done. The way I was treated compromised my mood and did not allow me to relax and enjoy a vacation I had been looking forward to after a year of work. As a result, I completely lost interest in the activities offered by the facility and had no desire to have meals at the restaurant. My advice, therefore, is not to be convinced by the so-called early check-in. If you decide to stay at this facility, arrive after 2:30 PM: most likely the room will be ready and you will save yourself a long and unpleasant wait.

My family and I stayed for New Year's Eve in a 4-seater studio apartment. The studios are nice, warm and welcoming, with friendly and helpful staff and competitive prices. Overall a pleasant holiday. We will return.