Grand Hotel Fasano & Villa Principe

Generally disappointed with our trip last week. See pros and con below: Pros - Incredible setting on the lake front - Meal and service in Il Fagiano was great Cons - The service at times was really poor (if also take into consideration the €800+ per night room charge becomes quite alrarming): (i) We initially arrived at the hotel and was led to the terrace for welcome drink, we had this then wanted to eat so had to go up to the bar to ask for some menus (rather than the servers offer it to us), we then waited a further 25 mins with no waiting staff attending to us so had to order at the bar. We then waited another 20-30mins post food and after we flagged waiting staff for the bill. We eventually went up to the bar to pay our bill. The same evening we went back to the terrace and again were not served at all/had to order and pay our bill at the bar after waiitng for 20 mins + on each occasion for service before giving up. We tried the terrace one last time for a drink later on on the trip and we were just not served at all despite flagging servers over and them saying someone would come back to take our order, this time we just left after 20-30 mins of waiting and receiving nothing. We did not go back to the terrace after this; (ii) When having our breakfast on the first two days, on both occasions our breakfast orders were forgotten about resulting in waits (post reminders from us) of 30 mins on the first day and 45 mins on the second day. The servers also did not apologise for forgetting about us/our orders. (iii) We tried to ask about yoga one evening and there was no staff at all at the reception to speak to, which did not seem that secure given the number of car keys that were left unattended. When someone did come back to the desk we asked about yoga and he told us that we didnt need to book just turn up tomorrow morning. My wife then turned up the next morning and there was no class that day, quite annoying again. (iv) The service in the garden area by the pool was again very slow/non existent. There are QR codes on the tables to call over waiting staff, we tried this three times but no servers came over so yet again we had to flag someone at the bar. (v) We spoke to reception about these issues and were offered a complimentary drink which was appreciated but not really comisserate with the issues we had faced. - The room (even with aircon on and curtains shut during the day) was very warm, you could see on the thermostat it ranged between 24-26 degrees which made sleeping very uncomfortable. The bed was also clearly two single beds pushed together with a thin mattress topper and a visible sag/drop between the two beds, again this was quite annoying particularly when you are paying such a high price per night and supposedly at a 'leading hotel of the world'. - The gym (for a hotel that charges such high prices) is very poor; dated, small and very hot. In summary we were very much looking forward to this stay (particularly as it was a treat for us to spend so much on a hotel) and were left very disappointed in the hotel itself and in particular the service. We had some friends due to stay here later in the summer and we have advised them to avoid and stay at an alternative hotel that would be more agreeable and FAR better value for money.

We spent 4 nights at the Grand Hotel Fasano and had a fabulous time. The hotel is right on Lake Garda and all the rooms have balconies that face the water. We took a private boat ride on the lake and the hotel has its own pier. They arranged the tour for us. The food is amazing, and the service is excellent. The concierge helped me arrange all our restaurant reservations at the hotel as well outside at nearby locations. They also helped us book a wine tasting at Conti Thun, a beautiful nearby winery. I highly recommend staying at the Grand Hotel Fasano.

If you choose five star hotels because of their service, do NOT spend your money at the Grand Hotel Fasano in Lake Garda. The hotel mistakenly laundered my expensive linen and cashmere clothes, which destroyed two items and shrunk two others. What’s more, the hotel first tried to blame me. After I was able to prove that I’d requested dry cleaning it admitted to the mistake. Still, it refused to compensate me. Second, it required that I obtain receipts for the clothes (even though the pricing for each is available on the web). This meant that I had to spend over an hour on the phone late at night chasing receipts for clothes purchased over a two-year period with my retailers back home and then chase down hotel staff over the ensuing few days to get them to do something. Finally, after producing the receipts the hotel still refused to go out of pocket for my now very well documented loss; instead it said that it would send my clothes to its insurer and hope for the best (despite knowing that I’d be heading back to the U.S. in a couple of days, am not the insured, don’t speak Italian, and would be thousands of miles away). Why it wouldn’t just pay me and then deal with its own insurer was never answered. Its guest relations manager acknowledged my plight and the hotel’s fault but refused to let me speak to anyone with authority. Per her, the owner didn’t want to discuss the matter further and her hands were tied. I lost about $5k in clothes with nothing to wear other than shorts and T-shirts for my Lake Garda stay. Horrible experience.

Excellent hotel with a fantastic location, friendly but very professional staff Superb facilities with multi choices of restaurants

beautiful hotel lovely helpful staff.however it depends on what kind of holiday you want.it seemed to me that almost everyone kept themselves to themselves.no interaction apart from the polite good morning etc.also the rooms were small and the balconies not great.the restaraunt food was in my opinion just okayie make sure you are not to hungry very small portions inthe il pescatore.much better in the terraza.