Dear Mrs Asley, We were very surprised to read your review about our hotel. Your negative review is due to the fact that you were disappointed because the penalty amounting to one night's stay for early departure was charged to your hotel bill. You should have thanked me, because another hotel would have charged your credit card for the total amount of the reservation (7 nights) I was able to do this thanks to the privileged position in the heart of Malcesine, which allowed me to resell the room for 5 nights. After 4 hours of arriving, you told us you had to go home the next day because your niece was hospitalized. But instead, the boyfriend's mom told us that you would join the rest of the family members who were staying in an apartment. I am convinced that before arriving at our hotel you had already booked in the other structure, which was only available from Sunday. Hotels don’t have cancellation policies just to be mean. When you make a reservation, we hold that room for you and don’t sell it to someone else. While I held the room for you for 9 months, I declined other repeat private guest bookings The rooms are equipped with adjustable air conditioning and soundproof windows that block 90% of the noise from outside. Hope the wedding went well. With best regards

Dear Guest, thank you for having chosen our hotel and for spending some of your time in writing your nice comment. We are glad your stay with us was good and that you have been satisfied about our location in the heart of Malcesine and hospitality. We hope there'll be another chance to host you, in the meantime please accept our Warmest regards.

Dear Madam, thank you very much for taking the time to share your feedback with us and for choosing the Alpino Hotel for your stay in Malcesine. We are sorry to hear that you did not have a positive experience with the parking. What a surprise to see you arrive in the centre of Malcesine with a motorhome! If you’d indicated in your booking that you needed a parking space for a motorhome, I would have informed you that our parking was not suitable and given all the necessary information. You phoned us when You arrived in Malcesine and we explained how to get to the hotel. I think it is difficult for everyone to explain over the phone to a person who does not know the area where the parking is located. We provide this information during check-in with a map of Malcesine. During check in I asked you where you parked the camper and you told me at 300 meters in the blue line with park meter. I did not know that later you had moved the camper to the parking lot in front of the hotel, despite the no parking for campers, a large sign at the entrance and signs scattered around the parking lot informing you of the weekly market I am sorry that you did not even see the sign displayed at the reception and in front of the lift, that warned to leave the parking free on Saturday morning. I paid your tourist tax of € 2.00, as a kindness, no refund was due to you, as we had no responsibility for what happened. I take this opportunity to give some information about parking: Our hotel has a small private parking in the hotel courtyard free of charge, but this parking lot is not suitable for extra-large cars. We also have a car park lot only a 10 min. walk from the hotel at a cost of € 5.00 per day, this parking lot is not suitable for motorhome. On Saturday morning until 1.30 pm in the square in front of the hotel there is the weekly market, but the guests can easily get to our hotel, briefly leave the car on the street in front of the entrance to unload your luggage and then park the car. I hope that, despite everything, you have had a pleasant stay in Malcesine Best regards

Sehr geehrter Gast, für Ihren Aufenthalt in unserem Haus und für Ihre positive Bewertung möchte ich mich im Namen des gesamten Teams herzlich bedanken. Wir freuen uns, dass es Ihnen gut bei uns gefallen hat! Vielen Dank für Ihre Meinung zu unseren Mitarbeitern, das ist uns sehr wichtig. Es würde uns sehr freuen, Sie bald ein weiteres Mal begrüßen zu dürfen. Bis dahin wünschen wir Ihnen alles Gute und verbleiben mit freundlichen Grüßen, Patrizia Civettini Rezeption Manager

Sehr geehrter Gast, vielen herzlichen Dank für dieses tolle Feedback, die Höchstpunktzahl sowie das Lob unseres Resaurant, welches wir natürlich sofort weitergeben werden und Ihrer Zufriedenheit bezüglich der Gastfreundlichkeit unseres Personals. Wir freuen uns sehr, dass Sie einen angenehmen Aufenthalt bei uns hatten und sich wohlgefühlt haben. Wir hoffen, dass wir wieder die Gelegenheit haben werden, Sie bei uns willkommen zu heißen. Bis dahin wünschen wir Ihnen alles erdenklich Gute und eine schöne Winterzeit Mit freundlichen Grüßen