Grand Hotel Paradiso

We stayed at this hotel over Christmas in December 2024. We are a family of 5. 3 kids ages 17, 14 and 11. We booked this trip with Crystal Ski. It started off very badly as upon arrival we were allocated our room which was advertised as a 5 person family split level apartment. During our whole booking process I clearly explained our childrens ages (11, 14, 17) and was told that the accommodation was suitable. There are no representative photos of the room we were allocated on their website at all. This would have clearly shown that the room's upper level was not suitable for anyone over 4 foot tall as there is no head clearance to stand up (please see attached photos)! In addition the steep staircase and lack of lighting is a safety hazard. In fact our 11 year old daughter slipped down them twice and injured herself. On seeing all of this as well as the clear lack of space for 5 people we had no option other than to secure an additional room. This has been at our own considerable cost. I would like to also add that we have seen our friends family suite in the same hotel which clearly would have been more suitable for our family. We truly believe that we were mis-sold the hotel room and now have ended up having to pay an extra (Euro 1050) for a very basic room which had faulty plugs and no working safe or extractor fan. The fridge wasn't plugged in either and we were told to pay a deposit for a plug for the fridge! When I asked for a kettle for the room we were also charged a 20Euro deposit for this. These seem unacceptable charges at a 5* hotel and should absolutely have been included in the cost. Especially considering we had to pay for a second room. The food in the hotel is fine... I wouldn't say it was amazing but truthfully there was a good selection and the wine was the only thing saving the hotel from being a complete disaster. The hotel has a boot room that is nicely heated HOWEVER... We were only provided with one locker. One locker only holds equipment for 2 people and considering we paid for 5 of us I asked where we were meant to leave the rest of our equipment. After much arguing I was eventually given a second locker. I did not find the hotel staff helpful at all and we complained to the Crystal Ski representatives multiple times during our stay about the state of the rooms and the extra costs that were had to pay yo sort out their problem. They were not at all interested. Since being back we have made official complaints to crystal Ski about the room we were allocated. I truly believe that this room is not safe for ANY guests and it's disgraceful it was given to us. the fact that there are NO photos of this room anywhere on Crystal Ski or the hotel's own website make me believe that they know that this room is unsuitable. Considering what we paid for this trip, I cannot recommend this hotel at all. Despite the location being good, our own experience there was terrible and really put a massive dampner on our holiday. If you

Some people are hard to please, especially when they act like this is five star hotel like Gleneagles or St Andrews. It’s a locally operated business in a modest ski resort. On a package holiday. The staff are excellent. If you understand Italians they often only smile when you engage with them but are open and friendly and happy to help. They are having to get by with limited English, so it’s easy to misinterpret their direct manner. Give them the benefit of the doubt. The bar staff were great company and lots of fun. Especially Antonio of course. Our room was a bit disappointing so getting an upgrade is a good idea. The bathroom was new looking and worked well. The bedroom had limited hanging space for damp clothes but we used coat hangers on the outside of the wardrobe. The door had a dodgy lock which we we could only get to work by turning all the lights out and slamming the door. (We think.) The hotel is right on the slope. You can hardly get closer. There is a set of stairs to climb but, if you can’t manage that, maybe skiing isn’t for you. The food was excellent. It’s a buffet and canteen style servery but big enough that there was never a queue and there was a wide range of choice and well cooked. Mass catering doesn’t get much better at this price. Wine was provided on the table and, although we only got 2 bottles for 11(!), we were given more when we asked. There are a handful of polite notices telling guests what to do. Not nearly as deranged as some of the earlier reviews suggested. And no sign of an Italian Basil Fawlty mentioned in previous reviews. The place seems well run and managed. Never used the spa but one of our group did and said it was nice. I used the gym which was free. Would definitely return here if given the chance. Thanks to everyone for a great holiday.

We booked this holiday after a really good experience in this hotel last year. Sadly it was nowhere near as good this time We booked the same week with the same company. So ski conditions were comparable and do not affect the review. The rooms are the same so again they do not affect the review. In fact the childcare (from Crystal) was better, but this is not really related to the hotel. The main problems are the rudeness of staff and the general atmosphere in the dining room. The blonde girl on reception was so rude to us when we were trying to book the spa, you would have thought I was asking her for a huge favour. Slamming things down and literally scowling. She then walked off and another member of staff finished the transaction. She also appears to be in a relationship with the head chef and this is also a problem area! The men serving food in the dining area are the rudest people I have ever encountered. Every day I made the effort to smile, say ciao and always said Grazie and again grazie when I was leaving the restaurant. But every day they simply slop the food on your plate and slam the plate down on the counter top whilst looking anywhere but at the person they are serving. One day I went back to get my son some vegetables, because they do not serve them with the kids food, and the server told me to rejoin the queue. I suggested to the M’atre de that maybe some plain veg would be good to serve alongside the kids food and you just get an agressive answer - ‘you want veg you ask me I get you veg, what more you want?’ I was so upset by this exchange I almost walked out. The food standard was also not as good as last year. Some staff however are excellent and they should be mentioned. Antonio in the bar is excellent. Extremely knowledgeable about the local wines and his customer service skills are fantastic. He made our stay so much more enjoyable. The guy from Sri Lanka (I’m sorry we didn’t catch your name) works so hard and always takes time to make sure you are happy, and Jalena a waitress in the dining room is always so kind. They all have very good customer service skills and should be commended. Something has changed this year and sadly not for the better. Which is a real shame because we love Ponte Di legno and the childcare setting. We noticed the blond lady director was not there this year (think she was called Claudia) and I do wonder if she was the difference. Sadly I do not think we will return :-(

Reception staff are lovely. However…… the restaurant manager is SO rude. The restaurant staff look very unhappy and the food is poor. Dessert was the same every night (two different cakes) apart from the last night. All the fruit is tinned and barely a selection of yoghurts. They clear the breakfast at bang on 9.30. Nothing much for vegetarians and the salads aren’t labelled. At 9.30pm you’re actively asked to leave the restaurant and your wine is taken away. A few tables challenged this and had a row with the staff/manager. You cannot take anything from the restaurant, not even into the bar, god forbid to your room. They take it off you. Had no water one morning - no-one bothered to tell us, and when we asked, we were told it was an area problem?! However when we then asked later if it was back on, they asked what floor we were on before saying yes or no?! Everywhere is very very noisy. You can’t have a conversation in the bar it’s too noisy and the restaurant is worse, the tables are so close together. This is NOT a 4* hotel. I imagine the spa managed to get them this rating. When you return your skis downstairs to the hire room there’s a box they ask you to put your ski pass into so that they can return it and get your €5 deposit back to spend on ‘beer’ they say. Hard to say no! It’s not a ski in ski out, you have a horrid metal staircase of three floors to climb to get to the bottom of the drag lift. All in all not at all what it purported itself to be.

I've stayed at this hotel at least once every year since 2014 the only exception being 2021 when travel wasn't possible due to the pandemic. The hotel backs onto the ski slopes with 3 lifts only yards away. Once you get onto these lifts you can ski across to all the main ski areas. You do have to climb some steps to get from the hotel to the slopes but it's not too exerting. The hotel is a modern design so if you want traditional architecture this probably isn't the place for you. We usually book a deluxe room with a balcony. The beds are comfortable, the rooms quiet, and there's usually a sofa to relax on. We find there's plenty of storage and hanging space for our clothes with the number and type of hangers supplied pretty much matching our requirements. The lockers in the ski room are fine for skis and boots. One of the main attractions for us is the restaurant. We find there are plenty of options. The salad bar is excellent, I could make a meal out of that. The mains used to be a weak spot but the hotel has addressed that issue, raising the quality and quantity of meat dishes available. They usually have a fish and vegetarian dish available too. I say usually, it's probably always, but I haven't checked. Desserts are good too with a good choice however I'm usually more than full after the first two courses. I think the buffet style approach to dining works well, better than ordering off a menu where you don't see what you're getting till it arrives. The restaurant used to suffer a bit with tables being too close together however they've addressed that issue too. Great to see a hotel responding to criticism. Finally the staff. Excellent, efficient and friendly. I'm going again next week.

I would highly recommend this hotel. The staff, especially receptionists Francescia and Anestasia, were welcoming, interactive, professional, and supportive. The rooms were of a high standard with exceptional views. The variety of food and beverages was enormous, catering to Coleaics, too. A stair set had us on the slopes within minutes, linking you to the entire ski area, where heights of 3000m and black, red, and blue runs were experienced in the Adamello-Presanella-Alps. The hotel provided entertainment on weekends in the Ombrella bar, at the end of the slope adjacent to the hotel. The Crystal Ski staff were available, supportive, and welcoming at various times during the day. The pillows were a little uncomfortable; otherwise, this hotel and its staff are 5*.