Need maintenance. No hot water. We made a reservation for the castle and the palazo and they placed us on another place stating that it was better. After our strong claim they agreed to change us. Not a pleasent experience

酒店回复：Dear Renzo,Thank you for your feedback. We are sorry to hear that your stay was not entirely to your liking.Regarding your room allocation, our records show that you held two separate bookings for different room categories during your stay. We received a specific request from your family asking us to ensure you could remain in the exact same room for the entirety of your visit without the hassle of having to pack and move mid-stay. Because the room category you had booked for your final night was not available for the first two nights, we opted for the best alternative room available in our Scuderie building, upgrading your first two nights to accommodate this family request and provide you with seamless comfort.We are truly sorry that this accommodation did not meet your personal preferences. However, as soon as you expressed your dissatisfaction after your first night, our team immediately took action to rearrange our upcoming arrivals and transfer you to the specific room you had booked for your third night.We must admit we are quite saddened by this online review, as your party left us a beautiful and deeply appreciative message in our physical hotel guestbook upon departure. We always strive to act with the best intentions for our guests' comfort, and it is disheartening to learn that our efforts to accommodate your family's special requests resulted in an unpleasant experience for you.We thank you for your stay and wish you the very best in your future travels.Warm regards,Guendalina & the team at Castello Dal Pozzo