"We stayed four nights at Borgobianco Resort & Spa as a family, booking two Deluxe Rooms.
The property itself is beautiful, peaceful and ideally located for exploring the surrounding area. The rooms were comfortable, the grounds were well maintained, and every member of staff we encountered was friendly and welcoming.
Unfortunately, the overall experience fell well below what we would expect from a hotel that positions itself as a five-star resort.
The main issue was not a lack of staff, but rather a noticeable lack of training, consistency and attention to detail. Throughout our stay, service often felt uncoordinated and reactive rather than professional and proactive.
This was particularly evident at breakfast. There were often several staff members present, yet tables were not cleared promptly, used plates remained on the table for extended periods, coffee was rarely refilled without asking, and fresh cutlery was not consistently provided. While the staff were always pleasant, there seemed to be little awareness of what guests needed. On several occasions, staff members appeared more engaged in conversation with one another than in attending to guests.
Breakfast itself was disappointing. Even something as simple as a cappuccino varied significantly in quality from one day to the next. Hot dishes could be ordered from the menu, but many appeared to be pre-prepared rather than freshly cooked. In a region renowned for its food, and at a hotel of this category, we expected considerably more.
The lack of consistency extended to other aspects of the stay. On our first evening, turndown service included a lovely cookie presented in a small glass bowl – a thoughtful touch that suggested the level of care one hopes to find in a luxury hotel. However, although turndown service continued, these small details disappeared after the first night without explanation.
Another recurring issue was housekeeping. On several occasions, staff would knock and enter almost simultaneously, without allowing sufficient time for guests to respond. Travelling as a family with two young adult sons, we found this intrusive and frustrating. It is a basic courtesy that guests should be given adequate time to answer the door before staff enter the room.
The fitness room was also disappointing, with water and towels frequently not replenished.
What makes this especially disappointing is that the hotel clearly has great potential. There appeared to be plenty of staff on duty, and many of them were genuinely charming and eager to engage with guests. However, there seemed to be a lack of training, supervision and consistent service standards.
Borgobianco is a beautiful property with lovely people and a wonderful setting. However, based on our experience, it currently feels much closer to a good four-star hotel than a true five-star one. With stronger management, better staff training and greater attention to detail, it could be exceptional."
