I just wanted to warn travelers about this small hotel in Tuscany. I booked last June for a trip this May and made a one night deposit of $220 on my credit card for two twin rooms. I recently had to cancel my trip (with three months notice) and was told by the hotel that my refund was non-refundable. I would not have paid that large a deposit if it was not refundable as I am very careful to check the cancelation policy. However,I cannot prove that now since my computer crashed in December and I lost all of my emails, including the original confirmation from La Costa (will print them out from now on). Fortunately, the Albergo del Senato in Rome and Pensione Accademia in Venice were gracious enough to refund my deposits, as was Auto Europe.
Hmmm--Interesting! We stayed there last oct. and loved the hotel and the village, but must admit that the owner is less than user friendly. Bill & Patty, I would love to hear your comments on this since I have other clients considering La Costa.
With three months' notice of a cancellation, and a policy that you ascertained last June allowed such a cancellation without penalty, the refusal to refund your deposit would seem a very bad business practice, to say the least! Could there be a misunderstanding (she says hopefully)? Good reputations are hard to achieve and easy to lose. With the implied threat that the word will get around, it would certainly seem that the owner would want to correct this misunderstanding and refund your credit card post haste!
Posts: 2054 | Location: Suburban Philadelphia | Registered: 08 July 2002
Someone who stayed at La Costa last April has replied to the same post on Fodor's board. Apparently one night's lodging is the stated penalty for cancellation.
"I am a Southerner. I like the feel of these words. I could no more be otherwise than I could shed my outer skin or change the color of my eyes." Willie Morris
Posts: 1455 | Location: on the Alabama River | Registered: 22 July 2002
On the La Costa restaurant....does anybody know anything about it? I am considering having dinner with 14 other friends while we are staying in Umbria. So far, the gal there, named Elsa, has been very accommodating. How is the food? What about prices and atmosphere? I'd love to hear back from some of you. The place on the web site looks great! Rachelle
Posts: 67 | Location: West Palm Beach, Fla. USA | Registered: 19 January 2004
Bags Packed: You are right. I just saw the posting on Fodors. Thanks for the reply. I guess I was not as careful as I thought. Since I could not find my original email, I asked that they send me a copy of their reply to me when they confirmed the rooms and my credit card deposit. This would have had the policy on it. They did not. I also went to the web site again and did not find any cancelation policy listed.
I feel better now that I heard from you. I really thought I had been treated very badly.
quote: -------------------------------------------------------------------------------- we don't refund the deposit --------------------------------------------------------------------------------
Quote:"I have talked with Paolo (the owner) about this policy on several occassions and told him it was not a good policy. Ask again about if you cancel more than 2 weeks prior if they will refund it?
Bill & Patty Sutherland Tuscan Women Cook Montefollonico, Italy"
Cancellation policy - What can I say? Paolo's policy is Paolo's policy. Every hotel has a different policy. Personally, I can not imagine not asking any hotel's cancellation policy when I book a room.
From a personal point of view - also from a business owner’s point of view - what is the point in even asking for a deposit, if it is fully refundable at any time? A deposit is to insure that that the customer shows up or if not, then the owner can recover some small part of their loss.
There was another complaint in the past from someone who stayed at La Costa about breakfast. It seems the guest never asked if breakfast was included in the price of the room and was shocked when it was added to their final bill. ASK, don’t assume things. Ask about breakfast, ask about cancellation.
Different countries, different businesses, different people have different policies. ASK FIRST! Most retail stores in the USA have overly generous policies in regards to returns, not so here.
It seems many people make multiple simultaneous reserevations at many hotels and restaurants, only to cancel them at the last minute - or if no deposit was required, they do not even have the courtesy to cancel. Pre 9/11, this was a huge problem for La Chiusa's restaurant here in Montefollonico. At that time, the majority of their business was American and nearly every night during high season, they would have one or two tables fail to show up or even cancel. Last minute cancellations or no-shows, even if just 5-10% can make a huge loss to an owner’s bottom line.
Saying all that, I agree that a deposit should be returned if someone books a hotel such as La Costa and cancels 90 days prior, but one should ask when you book your room as to cancellation policies.
It just seemed I should break this down into two different posts.
La Costa is a wonderful hotel and seems very fairly priced. I would recommend it in a heartbeat to anyone. As Bob said earlier, it is a lovely hotel.
Rachelle – The restaurant is also wonderful. With a group that size, I would suggest you pre-choose a set menu. They have a very reasonably priced menu that is typical Tuscan cuisine, then choose wines from Montefollonico’s own producers. Paolo has just added a huge open grill to the dining room for grilled meats and steaks. Weather permitting, I would always suggest you reserve a table on the terrace, as the view from there is one of the best in all of Tuscany. We do exactly that for one of the nights during our program here.
The wait staff and service are very professional + Elisa, who you are talking with, is a delight.
We love La Costa and always recommend it. For our program here, we use La Costa exclusively and our guests love it, too.
Being fair to the other hotel in Montefollonico – La Chiusa – we would recommend staying at La Chiusa if price is not a problem.
As someone who has worked in the travel industry 18 years, here's my two cents worth:
The La Costa policy of one night deposit being unrefundable at any time is unusual but not unheard of. Such a policy has kept me from booking clients at some places, as I find it unreasonable for a normal hotel or inn to require. However, I understand the owner can set whatever policy he/she wishes...entirely up to the owner. Always ask the cancellation policy before booking. And then if you have an emergency that necessitates a cancellation within the penalty period, explain the emergency and see if there can be an exception made for you.
I am constantly amazed by the number of people who think nothing of booking themselves at 2-3-4 places in the same or nearby destination for the same dates, just 'to keep our options open.' Then they will go back and cancel only two weeks or two days out for all but the one they decide to keep. I know too many owners and manager of small inn and B&B's to think this fair to them. Sure, I've been guilty of occasinally doing it myself for clients while they make a decision between a couple of places, but I'm talking in those casese of cancelling within a few days of booking...and I try to do it rarely. Do remember the problems travelers cause for the hotel or inn or agritourismo if it has held a room, turned away other inquires, and all the while the traveler has only a 1 in 2 or 1 in 3 or whatever intention of really staying there.
Grazie Sutherlands, Tell Paolo to do himself a favor and learn some PR skills. Here I was, a client who can send him more business, and I had to ask for some juice for breakfast[which was extra], and he charged me 15E for using his computer to check emails 3 times. I just saw him as a nickle and dimer--quite the opposite for Elisa who was very helpful. He needs to learn to be gracious--it will pay for him.
Bob, I agree and will forward this thread in a few days to Paolo. As I very much enjoy my business relationship with him, I do understand his need to better his PR skills to his clients other than us.
Thanks Patty! Yeah, I am expecting Elisa to email some menu selections which we will pre-select before we arrive. And I asked for and got them to make it a fixed price for the meal which I would prefer them serve "family style"..some people are dieting (that low carb thing), vegetarian, etc! With this many people, it'll be easier. And yes, we're hoping the weather will be fine (we think we'll dine there around May 16th or 17th)..so we can sit out on the terrace...which looks wonderful! Hey, by the way, your cooking classes look interesting! We are staying in Villa San Crispolto near Lago Di Trasimeno and they also have cooking classes that we can take, but in case something falls through, maybe some of my friends would be interested in what you have to offer? Do you anything for only a day? Mostly everyone will be traveling around the area and won't spend too much time in one place, other than the villa. We do, though look forward to visiting Montefollonico! Ciao, Rachelle
Posts: 67 | Location: West Palm Beach, Fla. USA | Registered: 19 January 2004
Rachelle - we have reservations the evening of May 16th on the terrace of La Costa for the guests of our program begining that day. Maybe we will see you. No pasta, no meat - a difficult, but not impossible request in Tuscany.
Our class for the week of May 16th is fully reserved. So, regretfully, we can not help you with one-day classes.
Hi Patty, Hey that sounds good! I hope there's room out on the terrace for both of our groups! We have birthdays of two of the people right before and after the 16th..so that sounds like the right time. And, by the way....there will be plenty of us eating pasta and meat!! We are definately not basing our menus on the few who would be so silly to try to diet in Italy...and for the vegen...she will just have to make do! If we are there, you will know right away who we are!! We're a lively crowd...all of us are pretty outgoing...and we hope to meet you there. Too bad about the cooking classes...maybe next time! Rachelle
Posts: 67 | Location: West Palm Beach, Fla. USA | Registered: 19 January 2004
Here is a clip from an email that La Costa recently sent to a guest who was making room reservations -
quote: To guarantee your reservation you can send us your credit card number with exp.date ( we do accept: Visa, mastercard, Eurocard , ax) and you can write us the authorization to charge the daily rate of the first and second night to stay here for a figure of 260,00 Euro as deposit.
Our cancellation policy is : we don't refund the deposit
While it is not the cancellation policy that we know so many of you would like - Paolo now does make La Costa's cancellation policy "crystal clear"
Topic Closed
