"As someone who has studied hospitality, I rarely leave negative reviews. Unfortunately, our stay at Palazzo Dolio was one of the worst hospitality experiences I have had, not because of the room or the service staff, but because of the complete lack of professionalism, accountability and empathy shown by the management and front office team.
Our problems began before we even arrived. We had arranged and confirmed a hotel transfer from our previous hotel well in advance over email. The driver never showed up. When we contacted the hotel, instead of apologizing, they initially tried to blame us. It was only after we pointed out the full email trail proving the mistake was entirely theirs that they sent a brief, reluctant apology. That was strike one.
Strike two happened during check-in. My wife and I entered the elevator with an elderly couple. We, my wife and me, each had a small carry-on suitcase. The elevator clearly states a maximum capacity of five people and 400 kg, and we were nowhere near that weight limit. The elevator broke down, trapping all four of us inside for around 30 minutes.
Initially, we were told that a technician would take approximately 40 minutes to arrive. It was only because the elderly lady repeatedly demanded action that the fire department was finally called. Thankfully, they arrived within about 20 minutes and safely got us out.
Mechanical failures can happen. That, by itself, would not have prompted this review.
What happened afterwards is what completely shocked me.
No member of management approached my wife or me to ask if we were alright. No apology. No acknowledgement of the inconvenience. No gesture of hospitality. The only person who showed any concern was a waiter who kindly offered us some water.
When we later raised the issue with reception, the front desk staff actually tried to blame us, insisting that the elevator capacity was only four people. They even challenged us on it before going to verify it themselves. After confirming that the elevator was in fact rated for five people, they returned without offering so much as a simple apology.
The contrast in how we were treated compared to the elderly white couple was impossible to ignore. They were understandably looked after and assisted immediately, while my wife and I were largely ignored throughout the incident. I sincerely hope this was not intentional, but it certainly left us feeling that we were treated differently because we were an Indian couple.
Unfortunately, this attitude continued throughout our stay. On the following day, when I approached reception with a simple question, the receptionist interrupted me before I had even finished speaking and dismissed me to the concierge without even listening to what I wanted.
To make matters worse, at checkout my 81-year-old father-in-law requested assistance from reception to bring his luggage down from his room. He was simply told that there was no staff available to help him. For a property that advertises itself as a five-star hotel, refusing to assist an elderly guest with something as basic as luggage is completely unacceptable and demonstrates a remarkable lack of care and hospitality.
Hospitality is not about beautiful rooms or fancy facilities. It is about how you treat guests when something goes wrong. Anyone can provide good service when everything is running smoothly. True hospitality is measured by accountability, empathy and professionalism during difficult situations. Palazzo Dolio’s front office and management failed that test completely.
The only people who deserve recognition are the restaurant and service staff. They were consistently warm, courteous and genuinely hospitable throughout our stay. They were the only reason this review is not entirely negative.
Sadly, I cannot recommend this hotel. Between the failure to honour confirmed arrangements, the complete mishandling of a serious elevator incident, the repeated refusal to accept responsibility, the dismissive attitude of the front desk, the lack of assistance for an elderly guest, and what felt like unequal treatment towards us as an Indian couple, this was one of the most disappointing hotel experiences I have had. Until the management and front office team learn the fundamentals of accountability, empathy and genuine guest care, I would strongly advise travellers to stay elsewhere."
