Villa Sassa

I just stayed one night with my boyfriend in this hotel. I have to say we were really disappointed. The hotel did not look at all like it does on the internet, the property is really old and the paint is even coming off. The rooms are big but old furniture as well and only ac in the living room, did not arrive into the room. There was a wedding that weekend in the hotel so we could not have dinner in the restaurant, which was one of the main reasons we came or even have a drink outside at night. They should have let us know in advance. Moreover service was barely present, not in the pool or spa at all. The pool in the spa was cold and the saunas are separated for men and woman so we could not even enjoy it together. The breakfast was very simple. This hotel is definitely a 2/3 star hotel at maximum but charges you a 4 star hotel price. Would not recommend it. Shame it does not live up to the beautiful views and good location.

My husband, a native of Logano, and I have been clients of the Ticino hotel group, and in the year 2018 in Principe Leopoldo, we spent over CHF 17,000 later at Villa Sassa in 2020; we celebrated our wedding and spent months in the residence and spent was over CHF 30,000. Later that summer, we stayed over ten days and had additional rooms booked for our guests for work-related matters. Our recent experience began on December 16th 2023, and has been highly disappointing, below the ordinary standards of any average customer service experience; we were welcomed with no clue of our records or history as a returning client, and our stay required additional arrangements this time for our newborn baby just turning eight months. We had to insist, verify and send someone to check before we arrived to make sure that everything was as requested, such as a baby cot, high chair and a small Christmas tree; however, on our arrival, we realised that the high chair that they provided did not even have a safety belt, on the other hand too large for an eight months old baby to sit and Netflix was not supported in their outdated tele. Their Chicco Doro coffee capsule machine is slow like a snail, and it has something wrong. It takes approximately 2 minutes to dispense the Ristretto. They missed the cleaning schedule. The receptionist's answer to our enquiry about the cleaner not attending the cleaning schedule was that the receptionist only had information about the schedule for that day; beyond that, there were no apologies, explanations, or attempts to call back to reschedule. Most of all, we were asked to pay for our stay in full and in advance, even before the end of our stay, amounting to CHF 3000. The receptionist, Serena, insisted we pay the full amount in advance even after authorising the total payment for our stay using our credit card at arrival, which was on hold until the hotel claimed it at our departure. Then we decided to extend our stay, and at the time of that request, Serena once again started to ask for a due payment without even checking and verifying our already paid payments to another receptionist. And the front desk has extreme issues related to lack of communication. Sadly, they seem not to talk to each other about work-related matters. We were without hot water with our 8-month-old baby needing a bath on the 01st day of 2024. The receptionist, Serena, was reacting rudely and annoyed to our multiple calls, and no one was ever sent to our room to verify; not even a call back was ever done by the staff, only at 8 PM when we could have barely warm water. They had different versions of explanations; one was that many people were using hot water and to be patient, and the other version was that they had an issue with the boiler and they were fixing it. We impatiently waited 12 hours for the baby. To fix the Netflix, the technician spent hours sorting it as the tele was not supporting it. Funny and furious enough that the laundry would cost you the same amount as buying new clothes from the city centre. The management has not evaluated their service prices, and it is beyond reasonable to ask. The hotel has a fantastic view and is in a prime location, but the rooms and facilities are outdated; no single Swiss Franc has been spent in years to keep the facility up to date. The front office requires extensive training to provide customer service. They sound unreasonable, arrogant, and incompetent. The restaurant manager, who seems well experienced, and his team were incredible, and the food was delicious.