Family Hotel Biancaneve

A wonderful hotel for both kids and adults. Located in a magical area with breathtaking views in every direction. It’s possible—and highly recommended—to go on hikes in the area, though it's important to note that some of the slopes can be quite steep. The hotel offers underground parking with easy access to the lobby via elevator or stairs. We received a large and beautifully designed family room. However, it would have been better if the children’s area had been slightly larger at the expense of the main room. The room was very clean, but a few surprises showed the cleaning wasn’t perfect—an empty nasal spray bottle, a *medical ball* under the table, and two used cigarettes in the ashtray on the balcony. Our bed had a memory foam topper which made for an uncomfortable first night, but after removing it and handing it to housekeeping, the next two nights were excellent. The breakfast was amazing and rich, and the entire dining staff and the restaurant manager were incredibly friendly and attentive. In general, the level of service throughout the hotel was outstanding—from reception to the dining room and beyond. The only real issue was that there’s only one elevator, which can cause long waits at times. On the other hand, the infinity pool and the entire wellness and spa area are absolutely fantastic. In short — a wonderful place with excellent service that, with a few improvements, could be perfect 😊

Great family hotel with lots of activities for the kids but at the same time offering adults its space. The views were spectacular.

The hotel is small but very refined, with thoughtful details throughout. The room was clean and comfortable, and the housekeeping staff Natalia, was friendly and helpful. Dinner was absolutely delicious, and we also appreciated our waiter Marco, who was attentive and professional. Although there was some confusion due to inaccurate information provided at the time of booking regarding the price, overall, it was great value for money. Under normal circumstances, we would have had no hesitation giving this hotel a five-star review. However, an unfortunate incident seriously impacted our experience. The hotel promotes itself as family-friendly and offers a baby club where staff are supposed to help care for young children. On the first day, we left our two-year-old in the baby club. He seemed to enjoy it at first, so we went to the spa to relax for a short while. But we soon felt uneasy and decided to check in — and were shocked to find a young staff member trying to strap our crying child into a stroller. When I asked what was going on, she said he started crying during a diaper change and she was trying to comfort him. But our son is two years old, not two months — restraining his movement only made things worse. It was clear the staff member lacked proper training in handling toddlers. I asked why she didn’t call us. She claimed she did, but that I hadn’t answered. Suspicious, I asked her to try calling again in front of me, and it became clear she didn’t know how to make an international call to my Taiwan number — despite having the full country code. In other words, she never actually made the call. We tried to move on from the experience, but the next day, things got worse. Our son, who normally enjoys playing, completely broke down every time he saw this staff member. He cried hysterically, jumped into my arms, and shouted, “Scared! Help me, Mama!” Even when he saw other animators wearing the same orange uniform, he became terrified and insisted on leaving. What breaks our hearts is that he actually liked the toys and facilities in the baby club — but the moment he saw anyone in an orange uniform, he refused to stay and wanted to leave immediately. I asked to review the CCTV footage. The hotel owner agreed, but only had time after dinner, when I couldn’t leave my child. Upon check-out, the front desk staff Alexandra promised to send me the video link that day — but I have yet to receive anything. We sincerely hope the hotel will review its baby club staff training and safety protocols. Otherwise, its “family-friendly” promise remains just a slogan.