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“Beautiful views.......very poor service!!”

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Llao Llao Hotel and Resort, Golf-Spa
Certificate of Excellence
Reviewed 13 November 2012

We were not staying at the hotel but came for afternoon tea. When i called to make a booking it took me 3 attempts to actually book which meant i dialled 3 times and had to speak to 3 different people to eventually book.

We arrived and the hotel looked wonderful and the views are out if this world. We asked to have a drink outside as the weather was really nice. It took us about 10minutes of waving at 3 different waiters to finally get a drink.

We then went back into tge hotel to ask where the high tea was being held and every waiter seem to just ignore us. I think because they couldnt speak english and so tried to avoid us rather than finding some that could help. After arkwardly hovering in the lobby bar my husband decided to go ti reception for help.

We finally were seated and the afternoon did not disappoint. If was definitely worth the.money.

We walked around the grounds which were beautiful and admired the views.

On leaving the hotel i needed to use the bathroom. Both of the ladies bathrooms were locked. I asked a security guy who then took me to the gym toilets which were also locked. A worker from the gym notified the security guy that there was no water. I couldnt believe i was in a 5* hotel and they had no water. I got so irritated as the 2 gentleman started to laugh. May i just add that this hotel in part of the Leading Hotels of the World and definitely dont expect to have staff acting in such a manner in front of guests.

Luckily a lady member of staff came to my rescue and i had to walk all the way to the new part of the building to use the bathroom.


I think if i was staying and paying the kind of money a leading hotel of the world charges i would be very upset with the poor service sbown by their staff.

The only thing that saved the afternoon were the stunning views and outstanding afternoon tea.

  • Stayed: November 2012
    • Location
    • Cleanliness
1  Thank reen1981
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
LlaoLlaoHotel, Director de Relaciones Públicas at Llao Llao Hotel and Resort, Golf-Spa, responded to this reviewResponded 20 November 2012

Dear Reen1981,
We could start our answer by thanking you for your time. Or by telling empty excuses.
But we won't.
Our location is simply, superb. One of the best, no doubt. It is the legacy of a visionary that 75 years ago pointed the very spot we are located in.
And we have to honour it, by granting the best of service. Not just service. Excellent service.
Your experience embarraced us. From the very start.
We are very sorry.
We strive, every day, to create and deliver experiences for our guests to take home with them. And whenever they hear or pronounce "Llao Llao", a great story told.
Not your case.
Please accept our deepest apologies.
We are responsible for the phone calls answered inefficiently, the non-challance of the waiters or any other member of the Staff that didn't deliver Llao Llao service.
As of the water problem, a planned water shortage due to maintenace issues was planned to take place on Monday November 12 between 2 and 6pm. Our in-house guests were informed the day before through a Hotel Communication.
We admit a serious mistake. Lack of communication to non-guests at the entrance of the Hotel of this exceptional conditions. In similar conditions under other circumstances, walk-ins were not allowed.
This unavoidable maintenance episodes happen, and it is absolutely understandable. But lack of communication is not acceptable.
Neglect and inattention had no relation with the lack of water.
Thank you for your time, and for letting us know what happened. You give us the chance to keep on improving in this challenging road to excellence.
We would like to receive you again, and experience the real Llao Llao.
Again, sorry for these unfortunate episodes.
Happy Thanksgiving and warm wishes for a wonderful holiday season.

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Reviewed 12 November 2012

There are so many reviews here of this hotel so just some other points. We stayed at a Lake Moreno superior studio and was on the third floor, try to get a high room as we did. (there are only four floors) We went in early November so it was before season...at night only one or two dining rooms were open, so the menu is limited if you are there in the buffer season. The view is terrific as are the rooms. It is a little convoluted getting from the Moreno side to the Main area but you can either do some stairs, or three elevators. We did (on our own) a full day tour with a private guide on nearby lake, with a hike to a lagoon and back (about 2 hours) and ended on a beach with a lunch set up for the two of us, and a musician playing while we ate! Then a long sightseeing ride on the boat. It was a lifetime remembering experience.

  • Stayed: November 2012, travelled as a couple
    • Value
    • Location
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    • Cleanliness
    • Service
Thank bjjja97
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
LlaoLlaoHotel, Director de Relaciones Públicas at Llao Llao Hotel and Resort, Golf-Spa, responded to this reviewResponded 20 November 2012

bjjja97 Woooow! Thank you for allowing us to be part of your lifetime memories. We feel very proud for it. And very thankful. It is our philosophy, our daily task, our life election. So, when we get to know that our guests take back home Llao Llao...it is our honour. Your words are really flattering. Always welcome!

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Reviewed 2 November 2012

There's no doubt that one of the main features of this hotel is its location and no matter where you go inside or outside the facilities, you will a million picture opportunities.

The room and the overall hotel decor is not ostentatious, but cozy and welcoming. This is something that can't be said about a lot of 5 star hotels.

Breakfast was excellent: from the baking, to the freshly made ommelletes and the stunning view. Even the small changes in the options (you madeed torrejas available one morning!) were a great small detail which made me look forward the next one.

The restaurants service was a bit weak, no one was able to recommend us wine for our meals, not even at Los Cesares. It would expect Llao Lao to have a sommelier on site during the meal times.

The gym facilities were very well equipped and it has a big "studio" for group classes.

One thing I must highlight is the superb concierge service: they always helped, provided options and ideas no matter what random question we came up with.

If there was one thing I'd ask them to do next time, is to provide better information around the restaurants and shops that are close by. Also, the drivers were quite quiet and cold. Several of them took us to multiple destination and none of them engage in conversation.

Llao Llao is a one of a kind experience, full of history, first class but always making feel comfortable and at home.

Stayed: October 2012, travelled as a couple
Thank MrPablington
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
LlaoLlaoHotel, Public Relations Manager at Llao Llao Hotel and Resort, Golf-Spa, responded to this reviewResponded 7 November 2012

MrPablington, woooow!!! Such a rich description of your stay with us. More than grateful for your kind words. And for your recommendations. They help us, teach us, and allow us to improve. Our goal is your satisfaction, and the memories treasured. And it is a huge responsibility. Because there was once upon a time, a visionary that selected one of the most beautiful spots, and created Llao Llao. All through our history -next year will be our 75th anniversary- Llao Llao survived difficult moments. nonetheless our pride was never at stake. And we try hard to honour our history by delivering a spotless service and that cozyness that you pointed out. On behalf of the whole team, thank you. We do appreciate every word.

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Reviewed 1 November 2012

The town of San Carlos de Bariloche draws huge droves of tourists in packed buses. However, there is a more sedate and beautiful side to the town, overflowing with tourists and chocolate shop. It is to escape from it all, by staying at the Llao Llao Hotel & Resort, Golf, Spa.

From the minute you arrive in the hotel, you will note that you are not in any hotel, but one of the top hotels in the world. The lovely lobby bar is there as you enter, inviting you to sit down for a drink. The winter garden is a conservatory that overlooks the Nahuel Huapi Lake, as well as the golf courses.

The hotel rooms are well-proportioned and the wifi Internet access is available throughout the hotel. The grounds are expansive, taking into account the private docks and golf courses, and the spa and gym overlook the lakes and mountains in the distance.

If I had to fault anything, it would be that the hotel is rather snooty. Perhaps it is the power-distance in Argentina, as well as the clientele (which consists of many older people). Things are still promptly and well executed though.

Room Tip: If you can spare some cash, try to opt for rooms in the more modern Lake Moreno Wing, which looks ou...
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  • Stayed: November 2012, travelled solo
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank colin_matthew
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
LlaoLlaoHotel, Public Relations Manager at Llao Llao Hotel and Resort, Golf-Spa, responded to this reviewResponded 7 November 2012

Colin_Matthew, thank you for such a great review! You pointed out the location. And you were so accurate, That is the reason we deem Llao Llao is a destination itself. A reasonable distance from town, and the privilege of the setting, and nature at its best.
Calling us "Grand Dame" is so very flattering! Style and elegance among the mountains and lakes, wow! Our challenge is keeping the cozyness and the pampering we love to deliver to you guests. And we feel very proud if you got it, and treasure great memories at Llao Llao. Thank you for your words, and thank you for your time. You are very welcome, always.

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Reviewed 27 October 2012

Lovely hotel of great charm in an intensely beautiful setting. The views from the rooms overlooking the lake really were postcard perfect.
Slightly old fashioned rooms, but his added to the charm. Very cosy public areas with log fires...you could settle in here with a book and glass of whisky for many hours, shame I was here on business!

  • Stayed: October 2012, travelled on business
    • Value
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Thank Barnessw
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
LlaoLlaoHotel, Director de Relaciones Públicas at Llao Llao Hotel and Resort, Golf-Spa, responded to this reviewResponded 20 November 2012

Barnessw! Thank you so very much for your lovely description of our Hotel! We feel very proud to know that you did appreciate the atmosphere that we love to grant. The whisky is awaiting for you...the book is your call! You have to visit us again and enjoy the Llao Llao sensation overlooking the lakes and the mountains. Always welcome, Barnessw!

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Reviewed 22 October 2012

The grounds and facilities are superb, with careful attention to every detail. The service is easily the most polite, well-mannered, and good-tempered anywhere. Breakfast buffet and dining restaurant have a wide variety of very good food. Views are breath-taking. The price is comparable to any fine hotel in the world, but the value is much, much higher.

Rent a car to get around the area.

It is easily the best hotel in the Americas - bar none.

Room Tip: Avoid the rooms near the hydropneumatic pumps: the noise will drive you crazy and deprive you of sle...
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  • Stayed: October 2012, travelled as a couple
    • Value
    • Location
    • Sleep Quality
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    • Cleanliness
    • Service
1  Thank Riccardo_Iname
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
LlaoLlaoHotel, Director de Relaciones Públicas at Llao Llao Hotel and Resort, Golf-Spa, responded to this reviewResponded 20 November 2012

Riccardo_Iname Wow!! Thank you so much for your review! It really empowers us to keep on honoring this setting, this history, and the fantastic staff that is so committed to grant our guests the very best we have to give. We do appreciate your words. Thank you again Riccardo, for your time and generosity. Always welcome.

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Reviewed 19 October 2012

My enthusiasm for this hotel is overwhelming. The location is quite beautiful - perched on a hill overlooking the bluest of lakes with snow capped mountains in the distance. The architecture with wood beamed ceilings, antique wood floors throughout the entry, grand foyer and enormous reception area/bar is cozy and very welcoming. The hotel is sprawling with rooms in the main hotel and a new separate wing comprised of junior and full suites. We were located in a full suite in the new wing - it was one of the most perfectly designed suites I have ever stayed in - wonderful living room with wood burning fireplace, wood floors and french doors to an enormous balcony. The bedroom was large with a wall of closets and wall of floor to ceiling windows. The living room, bedroom and gorgeous bath overlooked the lake and mountains. The staff were top notch - professional and courteous. Concierges were outstanding. My tip - splurge and go for the full suite in the Moreno wing.

Room Tip: Breakfast is included in the hotel rate.
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  • Stayed: October 2012, travelled with friends
    • Value
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1  Thank kecoco
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
LlaoLlaoHotel, Director de Relaciones Públicas at Llao Llao Hotel and Resort, Golf-Spa, responded to this reviewResponded 20 November 2012

KeyCoco! Thank you so much for the great description of our Llao Llao! Oh yes, it is a privileged setting, and a magical vision of an architect in the 30's...who said "this IS the place". From then on, a rich history filled with stories in every corner. In Dec2007 we opened the new wing, called Moreno Wing after the lake this rooms face. The historical building you have mentioned is called Bustillo Wing, after the visionary that pointed out this beautiful spot. Keycoco, we are happy to know that you had a great experience with us. Very flattered. Thank you for your kind words, and your time. You are very welcome, always!

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Additional Information about Llao Llao Hotel and Resort, Golf-Spa

Address: Av. Ezequiel Bustillo km 25, San Carlos de Bariloche R8409ALN, Argentina
Region: Argentina > Patagonia > Province of Rio Negro > San Carlos de Bariloche
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#1 Business Hotel in San Carlos de Bariloche
#3 Spa Hotel in San Carlos de Bariloche
#3 Luxury Hotel in San Carlos de Bariloche
#5 Romantic Hotel in San Carlos de Bariloche
#7 Family Hotel in San Carlos de Bariloche
Price Range: £182 - £374 (Based on Average Rates for a Standard Room)
Hotel Class:5 star — Llao Llao Hotel and Resort, Golf-Spa 5*
Number of rooms: 205
Official Description (provided by the hotel):
Surrounded by the Cerro Lopez and Tronador mountain peaks and the Moreno and Nahuel Huapi lakes, the Hotel has a 15-hectare park, including the 18-hole golf course, the marina, beach, solarium, heated indoor and outdoor vanishing edge swimming-pools, Spa and Healthclub with sauna, Fitness Center and other leisure activities.The Hotel has two wings: Ala Bustillo and Lago Moreno wings. The first wing has 162 rooms, 11 studios and 12 suites overlooking the Moreno and Nahuel Huapi lakes and the Cerro López mountain peak. The Lago Moreno wing has 43 deluxe studios and suites: 23 Deluxe Moreno Lake Studios, 17 Deluxe Moreno Lake Suites, 2 Deluxe Master Moreno Lake Suites, and 1 Deluxe Royal Moreno Lake Suite.Llao Llao has five restaurants. Guests can enjoy a wide variety of dishes, from International Cuisine to our top level traditional food, such as the popular "Llao Llao Tea" which is served overlooking the spectacular view of the Hotel gardens and the breathtaking Nahuel Huapi Lake. ... more   less 
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Also Known As:
Llao Llao Hotel And Resort, Golf San Carlos De Bariloche
Llao Hotel

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