Dear Sir,

Thank you for your time in writing about us on the Trip Advisor site.
We are very sorry you did not manage to enjoy your stay despite we have tried as you know to meet your requests as follows :
- you have asked for a room for a family of 5 people which we have provided and described as Junior Suite Classic 200sqm with large lounge, two interconnected bedrooms, balcony and the view of the hotel square. You have asked for a discount as well which we did apply as agreed do to the booking made well in advance. At no time we described the bedroom with a lake view since there are no such big rooms with a lake view available to accommodate 5 people
- as per our confirmation sent to you via e-mail in May we did state as we always do on our correspondence that the spa is extra and that the children are allowed in the spa Monday to Fridays from 09.00 to 13.00 , Saturdays and Sundays from 09.00 to 11.00 (for two hours as per our regulations of the Relax Path). The same information is stated on our web site and on all main hotel booking on line web sites where we sell our rooms. If you do remember upon your request on your day of arrival as a good will gesture we did try and accommodate your request for the spa but you did not reconfirm it therefore the relax paths have not been booked but cancelled.
- with regard to being cheap as a hotel this is probably due to the fact that when you have asked us to find you an alternative accommodation in our resort we did so phoning another four star hotel in Lovere in which you thought that their spa can be used by your children without restrictions. As your probably remember this hotel was in fact three times dearer then our hotel and as we have been told by this hotelier when you were told by that hotel manager the price of the room and the actual restrictions applicable to the access to the spa you have refused their offer and come back to our hotel saying that you have changed your mind therefore you were happy to stay with us but as we can see from your comments made on this web site you did not enjoy it anyway.
We are very sorry you did not appreciate our efforts to make your stay a memorable stay as it should have been but in our opinion as explained during your stay we did comply to provide you the services booked these services have been confirmed on all the three e-mails sent to you prior to your arrival and the spa facilities costs and restrictions with the children policy for our spa have been fully described on our correspondence to you, on the welcome letter you received upon your arrival and verbally again when you have asked for more information - we can understand you might have not red it or it has just slip your attention but we do decline any responsibility for it since we did not misinform you at the time of your booking confirmation as you claim this to be the case.
We are glad though your did appreciate at least one of our services namely our restaurant which has managed to meet your expectations and needs.
Thanking you again for the time dedicated to us.
Best wishes & Kind regards
Orietta Casali
Hotel Manager