Europa Grand Hotel in Lerici

Update following the owner response:

Your reply is not only unprofessional and offensive - it is also false.

I informed the hotel by email on June 14 when war started (exactly 15 days before arrival) and also called your office. Your staff told me they did not know how to handle the situation and that the manager would call me back. Because it was the weekend, two days were wasted, and now you falsely claim that I cancelled late.

Even according to your own written cancellation policy, I was entitled to a 50% refund. Instead, after pressure and unnecessary delays, I received only €500 out of €1,296.60 — which is approximately 38.5%, not the “80%” you falsely claim in your reply.

On top of that, you chose to bring politics and the war in Israel into a customer service matter and personally attack your guest instead of addressing the facts. This behavior is disgraceful and completely unacceptable for any hospitality business.

btw - when you use ChatGPT to validate your own hotel policy, it means that you really don't understand it as the manager/owner...

I will also be filing a formal complaint with Google regarding your inappropriate and misleading response.
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Original Review:

Terrible experience

I had prepaid my stay at Europa Grand Hotel Lerici. According to their own cancellation policy, I was clearly entitled to a 50% refund when I had to cancel due to the sudden war in Israel and the suspension of flights.

Instead of honoring their policy, the hotel dragged things out, pressured me, and forced me to sign a misleading legal document just to get back less than I was owed. The process was stressful, dishonest, and completely unprofessional.

No respect, no empathy, no fairness. This is not how a so-called “grand hotel” should treat guests. I will never return, and I strongly advise others to stay away.