Our overall experience has been excellent, and we truly enjoyed our stay.
The only point we would like to mention is our experience with the concierge, Carlo. Unfortunately, we found him to be neither proactive nor service-oriented. On one occasion, we contacted him to help organize an excursion. Not only did it take almost 24 hours to receive a response, but when we called to follow up, he abruptly ended the call and simply told us to come to the reception desk.
At a five-star hotel, we would expect the concierge to be readily available and willing to assist guests, rather than asking them to come in person for a service that should be handled with care and professionalism. We felt this interaction was discourteous and did not reflect the high standards of hospitality demonstrated by the rest of the hotel staff.
Apart from this unfortunate experience, everything else was outstanding, and we sincerely appreciate the excellent service provided by the rest of the team.