Hotel Bell'Arrivo

Terrible experience that I wouldn't wish on anyone... rude staff... many km and we were left in the middle of the road with the family... in the end we had to go back home

Terrible experience! We booked 5 rooms, since we had to stay with the whole family, including us with two small children. We arrived at the hotel around 7:00 PM, after a long and tiring day, with the only desire to finally be able to rest and take a shower. We were greeted at the reception by a gentleman with extremely arrogant and rude manners, who informed us that there had been a power outage throughout the hotel and that he did not know when service would return to normal. Let's clarify one thing immediately: an electrical failure can happen, and we perfectly understand that there are situations that go beyond the hotel's responsibility. What we absolutely cannot accept is the way the situation was handled and, above all, the way we were treated. We were 5 rooms, a large family, with two small children, who had already arrived tired and by 7:00 PM. We simply asked how we could organize ourselves and what was possible to do, given that we were not even guaranteed when the power would return. The answer was, in essence, that it was not his problem, that if we wanted to go up to the rooms we could do so, but that we had to fend for ourselves, because he did not know when the service would return. At that point, seeing that we were not given any solution and that we had paid a significant amount, about €250 for just one night, we simply asked for a refund, considering it absurd to have to stay in a hotel without power and without knowing for how long. And this is where the situation became even more surreal: initially, the gentleman refused to return our money, despite not being able to guarantee us the normal service for which we had paid. Instead of looking for a solution, helping us find an alternative, or at least showing a minimum of understanding, we were left completely to ourselves, wasting more precious time while we tried to figure out where we could go with two small children and the whole family. Only after insisting and saying that we would contact the police did the manager finally intervene, who listened to the situation and refunded what we had paid. The problem was not the power outage. The problem was the total lack of assistance, availability, and professionalism in handling an unforeseen situation. An inconvenience can happen to anyone. What makes the difference, especially in the hotel industry, is the way the customer is handled when something goes wrong. After an already very long day, instead of finding someone willing to help us, we were told to fend for ourselves. For us, it was an absolutely negative experience and, also considering the way we were treated, we will certainly not return.

Location: The hotel's strong point. We are 2 steps from the historic center of Peschiera and a 5-minute walk from the lake. In the evening, you can go for a walk along the lakefront and return to your room without stress. It is also very convenient for those going to Gardaland with children, 10 minutes by car. Breakfast: Much more than the usual hotel breakfast. Many products, yogurt, cereals, eggs, cold cuts, cheeses, and homemade desserts. There is a gluten-free corner. There is the possibility of having breakfast on the terrace with a view of the lake, which was very much appreciated. Cleanliness: Modern room, without a speck of dust. The bathroom was clean and fragrant every day. You can tell they pay attention to details. Service: The staff was very kind and professional. At the reception, they helped us organize the places to visit, and they were flexible with the check-out. You can tell they love their work. Ultimately, excellent value for money. If you go to Peschiera, this hotel is a safe choice.