Villa Lario ResortMandello

A Beautiful Retreat on Lake Como, Marred by Significant Service and Privacy Lapses ​My husband chose the Villa Lario Resort in Mandello del Lario for a spectacular four-night stay to celebrate my 55th birthday, and the location overlooking Lake Como is truly breathtaking. This luxurious 5-star property is conveniently nestled near Lecco and Varenna, offering a peaceful and exclusive atmosphere. ​The Setting and Amenities ​We were delighted to stay in the largest villa, which featured a magnificent walkout balcony overlooking uninterrupted views of the lake. The grounds of the property are meticulously maintained, functioning as a private, quiet park. The resort offers high-end amenities, including a lakeside pool, a dock for private boat pickup, and even a dedicated landing area for helicopters. The complimentary full breakfast was an exceptional way to start each day. Initially, the staff were professional, friendly, and helpful, and we enjoyed dining in the restaurant for the first two nights before opting for more private dining in our villa for my birthday and our final morning. ​Issues Affecting Comfort and Privacy ​While the setting was idyllic, two specific issues severely impacted our experience, particularly given the rate of approximately $1,000 per night: ​1. Room Condition, Severe Allergic Reaction, and Insufficient Remediation: The general condition of the high-priced villa was unacceptable. Not only did we notice torn leather furniture that was uncomfortable and unsuitable for a luxury room, but upon arrival, we also noticed a strong odor of cat urine. This issue was compounded by the fact that the residue caused me to experience a severe allergic reaction, resulting in watery eyes and congestion that required me to take medication for our entire four-night stay. When we reported the odor to the front desk, the issue was addressed merely by having housekeeping place an oil diffuser in the room to mask the smell, rather than fully cleaning or treating the source of the odor. The lack of proper sanitation, the visible disrepair, and the subsequent health impact were egregious, especially given the cost of the accommodation. ​2. Egregious Violation of Privacy: The second issue was far more intrusive. While trying to enjoy a quiet birthday morning coffee on our private balcony, a photographer and the "non-paying guest" were actively conducting a commercial photo shoot on the resort property. The photographer then flew a drone directly over our balcony. I immediately called down to have the intrusion stopped, and it paused temporarily. However, the photographer quickly resumed flying the drone, a clear second violation of our privacy which I documented on my phone. It felt as though the non-paying guest had more liberties than we did as paying guests. ​As a paying guest, and having previous professional experience in the hospitality industry (Marriott), I recognize this as a serious violation of guest rights. I repeatedly requested to speak with a manager regarding both issues, but unfortunately, we never received a call back, a personal apology, or any attempt at service recovery from the management team. The lack of boundaries and priority given to the external photo shoot over the comfort of paying guests forced us to change our birthday plans and leave the property early that morning. ​Overall ​The Villa Lario Resort is a beautiful destination, offering immense natural beauty and stunning physical amenities. My husband provided a beautiful Italian getaway. However, the fundamental failures in guest services—failing to resolve significant sanitation and maintenance issues, and a gross mismanagement of a privacy violation—demonstrate a serious lapse in professional management that is unacceptable at this price point and star rating.