Hotel Villa Carlotta

Usually I don’t write comments or statements on reviews posted by former guests. However, I found that this review is not telling the truth and I felt I had to comment this experience at the Villa Fabbiano. I’ll answer to all the five points, proceeding step by step: 1) With the new law 155 issued on July 31st 2005, each hotel giving the internet access to its guest through a public computer or with a wireless/plug-in connection, has to register all the details of all the user accessing to the net. This goes against any privacy and our option was to keep the access modalities with the dialup connection. The editor of this review booked a Junior Suite (room 301) from October 29th to October 29th in our hotel and I was on duty when he arrived. Although he was very friendly at my welcome, his attitude changed a few time after answering about the internet facilities in our hotel. I was asked for the availability of wireless or plug-in connections at the Villa Fabbiano. Apologizing, I had to tell him that only a dialup connection with a personal provider number was available in the hotel rooms, and that no public internet point was available in the hotel. At this answer, I was told that this was not a standard of a 4-star hotel and that he assumed we had internet access. If one goes on our webpage, one can find a statement on our internet facilities in the FAQ section. In addition, I think that if the internet connection is one of the most important things for choosing a hotel, one could ask at its reservation if a connection is available or not. I’m sure that we would have told about the internet facilities at Villa Fabbiano... 2) Back from dinner, the guest asked me how to do for dialing international phone numbers. I explained him that it was enough to dial the “0” for accessing the normal phone network. By the way, a call to the USA will be charged by us with 0,60 € per minute... 3) After trying to dial a 800 number , the editor of this review contacted me reporting that it was not possible to access to a digit menu. Yes, it’s true. I explained that the rodary phone we have in our rooms does not support the digital menus of the 800 numbers. This means that it’s possible to call a 800 number from your room, but whenever you should digit a PIN or use a access menu, this is not possible. After this explanation, I was told in a really unfriendly tone that nothing (referring to both internet connection and 800 numbers) was working in our hotel. Since I couldn’t help this guest with the internet neither with the 800 number, I apologized and said that he probably had the wrong expectations of Villa Fabbiano and in his case we have been the wrong choice. Nothing said about americans who shouldn’t stay with us ... 4) After the exchange about the internet and phone facilities, our phone terminal had problems, calling room 301 without any reason or action. Since I feared we couldn’t immediately resolve the problem at 11:00pm, I recommended to unplug the phone in order to avoid any further inconvenience at nigthtime. I think that everybody else had done the same... 5) The morning after, my collegue Nicole was on duty when the editor of this review decided to leave earlier than originally planned. Nicole told me that she said that although we could have charged tho whole amount of the originally booked stay, we would have charged only that one night because of the complaints. No request for luggage service was done. I think there was no problem helping with the luggage, if only one asked us... In all, since I experienced personally this case, I can say that the guest’s attitude was out of the normal behaviour of our guests. As you can read in most of our reviews, we always try to help you in all matters. In this case, we couldn’t help to resolve the problems of the internet connection and the phone network. Although we understand that one can be unhappy with its choice, we find that he had to comment the posted review in order to give to the tripadvisor users the possibility to read also our version of how the things went. But anyway, I’m sure everybody here is clever enough to judge by itself Villa Fabbiano.