Hotel Daniela in Bormio

Poor service from one of the receptionists/ Cattivo servizio da parte di una delle receptionist

The hotel is general nice, well located, and some of the staff are friendly. However, our experience with one of the receptionists was very negative.

When we made the reservation online, we entered all the card details and initially thought the payment had already been made. I’m used to Booking, where usually when you check out, you don’t have to provide your card details again because the room has already been paid for at the time of booking or upon arrival at the hotel, always automatically. Following this experience, when we checked out, we thought the charge had already been processed.

The receptionist we complained about didn’t allow us to interact, ask questions, or raise doubts. She told us in Italian that we had to pay. We don’t speak Italian, so I tried to explain in English that we simply wanted to confirm whether it was already paid or not, and that we would also check using our banking app.

Instead of trying to understand us, she made no effort; she made a rude shushing gesture, putting her finger right in front of my face, and used Google Translate only to tell us to close the matter, without trying to understand what we were explaining. During the conversation, she made comments and gestures in Italian with a clearly unpleasant tone and expressions, showing displeasure because we spoke English and she didn’t understand us. She must think that Italian and Spanish have similar expressions and words, and that some of what she was muttering to another employee was understood.

At the slightest doubt we raised, which we were fully within our rights to do, she decided to start a battle. I asked for the invoice and she refused, cursing and naming saints and who knows what else... 100% real.

Finally, we checked and indeed the charge had not gone through, so we paid without any problem. The issue was never that we didn’t want to pay, but to confirm the information first.

How is it possible that you don’t let a customer speak and refuse to understand or communicate with someone who is trying to ask or explain something? Her attitude was rude, impatient, and full of nasty gestures, as if she was convinced of the worst about us from the very beginning. We felt sorry that, for whatever reason, she has to treat customers like that.

If she was having a bad day, we feel sorry for her, but the way she treated the customer was totally inappropriate. We were polite; she was not. Get it checked.
When we were about to leave, I decided to tell her using Google Translate that she hadn’t treated us well and that I wanted her to know in case it could help her... she read it and didn’t care at all... she didn’t show any reaction to what I wrote...
Our recommendation is that if you want to continue dealing with nice, well-meaning people who treat you kindly, don’t go to this hotel. Based on our experience, it was not like that.

Very disappointed
No bar or restaurant as described
Fusty smelly room. Dirty old shower. Old furniture all falling apart. Great few though