Britannia Excelsior

"This is a stunningly beautiful property on Lake Como. They did a great job with its design. I will definitely return and, in fact, am looking forward to it. That being said, the concierge staff is in absolutely desperate need of training, additional staffing, or both. Having just returned from four nights there, I can now say they are all very nice and well intentioned. However, there is simply no execution or follow through. For a resort of this caliber (and at this price point) this is inexcusable. Consistent with another review below (which, to be clear, is from a different party), the issues started a month or more before the trip when I reached out by email to the concierge to make arrangements for a boat excursion and dining reservations. I never received a substantive response. Out of frustration, I added the front desk and eventually the guest relations email. The front desk responded and made one dinner reservation for us. But that was it. Fortunately, we were flying Emirates, which arranged for the airport transfer, otherwise that would have been on our own too. As much as I love this resort and Lake Como, it pains me to say this but there is no other perspective: this is absolutely inexcusable. I travel extensively and I've never seen anything like it. Even once there, requests for assistance made face to face would seemingly go into the ether never to be heard from again. Requests for follow-up made via WhatsApp chat would sit on unread the rest of the trip. Even when plans were made, there was no communication of a confirmation. Requests for car transport to restaurants had to be followed up on repeatedly. I shouldn't feel like I have to manage the concierge team, but that was the situation. I hope this can get rectified with a bit of training or more staffing. It's truly a great property otherwise. Here are some tips for others looking at booking this property: 1. Lake Como is very long and traveling by car between parts of the lake is not easy. Plan on staying close to the hotel unless you have a rental car. The last ferry from Bellagio to the closest terminal leaves at 8:00, making dinner in Bellagio virtually impossible. Due to the geography of the lake, driving between the hotel and Bellagio is not a realistic option. 2. The ferry terminal closest to the hotel is currently closed for construction. The closest open terminal is about a 15 minute walk away. 3. The ferries run on a schedule and at some points there can be an hour or more between ferries. Plan accordingly as it's not a a constantly running service. 4. I highly recommend a three hour boat excursion. The concierge can book this. It's pricey but a highlight. 5. Be sure to book car transfers to Milan or otherwise ahead of time. Ubers and other car services are extremely limited. Black Lane is a good option."

"Two very different experiences so far with the Lake Como Edition. Front desk: excellent. They were proactive, kind, and helped us upgrade our stay without any hassle. Concierge: a different story entirely. I've been trying to connect with them since April to plan our honeymoon stay. I received zero response until I complained to management — then one email arrived in early May. Since then, silence. Multiple follow-ups, no reply, and we're weeks away from arrival with nothing booked. For a 5-star hotel at this price point, and when you've been told upfront it's a honeymoon, this is simply not acceptable pre-arrival service. Three stars for now — the front desk saved it. I'll update if the stay itself redeems the experience."

"Our stay at The Lake Como EDITION was honestly incredible. The property is beautiful in person, even better than the photos, and the whole place has this calm, polished feel without being stiff or overly formal. Everything felt thoughtful, from the design to the atmosphere to the way the staff handled every interaction. It is one of those hotels where you feel the difference right away the second you arrive. The service was excelent the entire stay. Everyone was warm, professional, and genuinely helpful, and nothing ever felt forced. The team made everything feel easy and smooth, which matters a lot when you are traveling and just want to relax. You can tell they pay attention to details and really care about creating a great experience for guests. The room was spotless, comfortable, and beautifully done. The bed was amazing, the bathroom was stunning, and the whole space felt fresh, luxurious, and very well kept. One thing I would absolutely tell anyone booking here is to book the room with the lake view. It is breath taking. Waking up to that view in the morning and seeing the water from your room is worth it. It changes the whole stay and makes the experience feel even more special. Food and drinks were also fantastic, and the overall vibe of the hotel was just done really well. It felt stylish and high end, but still peaceful and inviting. Nothing felt try hard. It just felt right. This was easily one of the most memorable hotel stays I have had in Italy. Beautiful property, amazing service, great rooms, and an atmosphere that makes you not want to leave. We were already talking about coming back before the trip was even over. Easy 5 stars."