Grand Hotel President

I have been coming to this hotel for over a decade, staying numerous times with my family, coming with friends, and even colleagues. Umberto and Tatiana have always greeted us with so much joy and happiness, providing us with an exceptional experience. Everyday I see Umberto at the hotel 24/7. He’s the first person I see when I wake up and the last person I see when I go to bed. We even see him outside doing the gardening (cutting grass, planting flowers, etc). However the hotel facilities are outdated and don’t meet expectations. For instance the wifi doesn’t work at all. It makes it very difficult to stay at a hotel, which has “conferences services” but unusable internet. When I brought this up to Umberto, who I thought was the Director, he told me that he was not the Director and to email the Director directly. To my surprise I didn’t receive any responses from my emails and nothing was done. I’m going to be honest, the only reason why my family and I keep coming back is because of Umberto (and Tatiana!), but if it wasn’t for them I wouldn’t stay at this hotel. Everything in the hotel is outdated. The same issues that I brought up a year ago were not fixed, and when bringing up this time they fell on deaf ears. Over the course of my last two trips (April 2022 and April 2023), nothing has changed and there has been no action by higher leadership. For instance, the Director doesn’t even update Google to make it known that the hotel is in fact open and not closed. He is also no where to be found if you need assistance about anything. I find that appalling. However, Umberto will pickup a phone call at 3/4am in the morning if there is an emergency. Despite all the inconveniences, Umberto and Tatiana always ensure that the guests have an excellent experience and stay. They are two absolutely incredible individuals who deserve more recognition. I am awarding my visit two stars, one for each of them.