Madam, sorry for the delay but what do you want me to say? that all those comments are false? that we are the most beautiful hotel in the world? I believe truth is in between...being an open source everybody can live comments on a social network as this one; guests who really stayed at the Hotel or "impostors" that just want, for a personal or professional reason, hurt your business. From our side we have pointed out several times and asked to remove those that we thought were not the result of real guest's experiences, but nothing happened. As in this case, how should we behave? As we have nothing to hide or to be shame of, we reply to all AND not "defending" ourselves but instead "balancing" the truth. For instance, if you read in between my replies you will find some where I am pointing out to the client the fact that his or her dates of "stay" don't match with the Hotel's opening season one! So, how could he or she have experienced the Certosa? It's now 40 years that we are Relais et Chateaux members and we were the 2nd Hotel ever in Italy to do so, in 1978. This is a long story that started well before, when our mother bought the Certosa to restore it as a home. 15 years construction side-by-side one of the most world known Italian architect and interior designer, Renzo Mongiardino. It's only afterwards that she decided to open part of it into an hotel, and today as yesterday the property stays within the Certosa; living, breathing the hotel 24h/24h. Obviously the Certosa is not a banal hotel, a modern structure without vibes; it's a XIV century monastery with walls breathing history and surrounded by 6 acres of gardens and including a restaurant that has been twice elected among the 50 best restaurants in the world. Plus the property living there and working, like my mother is still doing at the age of 72 and always driven by the same passion than 40 years ago. This is all the "reassurance" the Certosa can give you today; an hotel build around our mother's print made of style, passion and dedication towards our guests and a property that we always like to call "home"

Dear Madam,

First of all I really regret that you had a negative experience, however I must admit that while reading your review, I felt a great animosity and a deep intention on your side to harm us as much as possible...and this, it's a pity...I can understand that you might have been disappointed or that the hotel didn't fulfill your expectations, but from there to express all this aggressivity maybe there is a middle way.

The hotel is now 30 years that is part of the Relais et Chateaux association, and believe me this would not have been possible if throughout all those years, we would not have fulfilled all the necessary standards imposed by the association itself. Said this, I have been informed about your money issue and I also understood that this money (50 euro) has not been stolen from inside your safe box, but from your husband wallet which was left unattended within the room.

No matter what, I agree with you this is not a pleasant experience especially when you are in a vacation. However, I have to contradict you when you are saying that the general manager did not give you any assistance at all because, as it's reported within your file, she was the one who first suggested you to call the police and to make a report ( which already proofs that there has been a real intention to help) and that only once you have accepted, she personally called the police station ready to make a report in your behalf. The problem has been within the police officer's response, as he simply replied that they would not come for such a minor issue but however if you wish, you would be more than welcome to come and make the report directly there.

If you really wanted to go to the police station you had the possibility to do so but if you decided differently, it's maybe that you was not really interested to go for 50 euros only, I don't know...however, what I do know it's that in case you would have formulated the desire to be accompanied, no one would have refuse it, the general manager in the first place.