Hotel San Lorenzo in Pozzolengo

Should have heeded the earlier warning. We never made it to the hotel, having broken down on route to Italy and although having informed them by telephone that we would not be arriving they chose to enforce the full charge for 2 nights anyway (as is their right per policy). More of a concern is that they then proceeded to charge us twice and despite repeated phone calls and emails to have this rectified we've still haven't had this corrected two weeks later. None of the emails that we have written to the hotel have been responded to. On phoning last week we were informed that there are no managers who can deal with this at the hotel and to speak to someone called Marco in five days! On phoning back again there is no-one available again who is able to speak English and we are told to call again tomorrow. This has happened a number of times now, on each time we've called to try and rectify the double charge.

So when trying to have the double charging issue dealt with, there is never anyone who is able to speak English and deal with this but when we originally cancelled the booking by phone, the person we dealt with on the phone spoke perfect English.

We shall update if the situation changes but given the run around we've been given so far I suspect the simple matter of double charging us will not be resolved as quickly and simply as it should be.

We stayed at this hotel with the whole family of 2 adults and two children for the bridge on April 25th, as it was suggested to reach Gardalan, but from the moment we arrived we realized that the hotel did not deserve the stars it displayed, most likely not even the hotel name.
To enter it is necessary to ring the bell of an anonymous door of the house, the welcome then anything but warm. The first night we had dinner at a restaurant run by an external company and we ate badly and served worse, we spent more than an hour and a half at the table for a starter and a first course.
But the breakfast was really terrible, the only thing that was saved was the cappuccino, all the rest of such a low quality that we never found even in B & B let alone in the hotel.
The room was quite spacious, but the bed very uncomfortable, the windows not soundproofed from which you could hear all the hustle and bustle of the bar in front.
What struck us most however was the total lack of cordiality in dealing with the staff / property.
We certainly won't be back.
Andrea Vagniluca