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“They don't get customer service”
Review of Le Ragnaie

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Le Ragnaie
Ranked #9 of 17 Hotels in Montalcino
Certificate of Excellence
Reviewed 9 July 2012

One of the advantages of a short road trip is that you get to sample short stays at different hotels and different restaurants. Inevitably standards vary and our experiences went from superb (in Florence and Siena) to rather poor - unfortunately Le Ragnaie fell into the latter category. It is in a nice spot just outside Montalcino but they have not got it right. In comparison to other places we stayed at, the check in welcome was non existent! We must have waited 10 minutes at the check in desk, rung the bell 4 times before someone turned up, not very happy as we had obviously disturbed him. I am afraid this tenor existed throughout our 2 night stay and frankly I was glad to leave. On the first night we wanted some wine glasses for the room (I was surprised there were not any there). I tried reception 3 times and each time it was locked. As there was no phone in the room you could not even ring. Eventually I got lucky and happened, on the 4th time of trying, to catch the same individual who checked us in, pottering around in the reception area. I got the wine glasses but was inevitably rather frustrated by then. The cleaning of the room in the morning left a lot to be desired as well.
I know it is not the owners fault, but there was heavy digging machinery working very noisily all day for the 2 days we were there, which did not do a lot to brighten my mood. It is a great shame because this could be a lovely place but I just don't think they get the concept of customer service. It was so far away from the outstanding service we received at the other two hotels we stayed in that the comparison was very evident.
There are lots of this type of place around the area and frankly I would try somewhere else until the owners realise they need to dramatically improve their customer service.

  • Stayed: July 2012, travelled as a couple
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1  Thank Twagat
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Management response:Responded 10 July 2012

Dear Customer,
I am very sorry you had a bad experience at our place. We do indeed try to take care of our customers as well as we can. Again, we are a working winery and our reception can be unattended at times. Staff are instructed to leave notes with informations about their whereabouts and a contact number, sometimes they don't do it and for that I apologize. There is however no excuse for being rude, the person that checked you in was probably really busy and did not come across as very welcoming. Again that's no excuse and we will look into this matter with our employees. I hope you can come back again

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52 - 58 of 150 reviews

Reviewed 15 June 2012

We came here for the first half of our honeymoon on the recommendation of friends and absolutely loved every bit of it! The grounds and accommodations are immaculate – it felt like authentic Tuscan style, but at the same time new, airy and comfortable. We rented one of the apartments and found it had everything we needed, from dishes and cookware, to the robes, just enough space, and the wonderful balcony looking out on the vineyard. Our favorite part of the day was coming home after sightseeing and having our “cocktail hour” on the balcony, watching the sunset and enjoying wine, fresh tomatoes, and mozzarella we’d bought in town. The staff was awesome. Augustine was a lot of help with restaurant recommendations and he and his wife were always happy to call ahead for us with tours, spas, etc. We loved the breakfast every morning - a fresh buffet of fruit, prosciutto, bread, hard boiled eggs, and pastries, plus delicious Italian coffee. I already miss it! The wine was also fantastic, and Augustine gave us a tour of the winery. In terms of the location, we felt we had a gem in Tuscany. Montalcino is the most charming town and doesn’t feel touristy at all. When we drove into Siena and San Gimignano, while they were nice to visit, they felt crowded and congested with traffic – we couldn’t wait to get back to quaint Montalcino! Le Ragnaie is a very short drive from the center of town, where you’ll find everything you need – groceries, restaurants, incredible views, and charming cobblestone streets and shops. Everyone in town was very helpful as well, whether we needed directions, or to get stitches after my husband broke a wine glass and cut his thumb! While staying here we visited the nearby Abbey as well as other towns- Montepulciano (a favorite), Pienza, San Gimignano (worth a visit, but very crowded with tourists), Siena (worth a visit, but as big city as we wanted on this trip). If you go to Siena, take the scenic drive rather than the highway. The drive to Montepulciano is also very nice. We hope to come back to this storybook location someday, and are recommending it to all of our friends.

  • Stayed: May 2012, travelled as a couple
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1  Thank bethmg
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 31 May 2012

This is a beautiful hotel on a hilltop with awesome views of the vineyards and valley below. We had apartment 3 for 3 nights. For a quiet destination, this place is hard to beat. There are quaint villages nearby to explore, and back roads through the vineyards that are nice country drives. Breakfast was included, which is typical European fare, all of it was good except for the worst coffee we have ever had, cold when served and full of grounds. They do serve dinner for large groups, not for individuals.
Our apartment was up one flight of stairs, no elevator, with a balcony off the kitchen and outstanding views from every room. Bed was full size, very comfortable, plenty of covers and extra pillows for the cool mountain breezes at night. Bath was a bit on the small size, small corner shower, and dark. The lights over the vanity did not work. Small wall mounted TV in the bedroom behind the door with BBC news for English speakers. Kitchen has a small stove, refrigerator and sink; utensils/dishes/cookware are furnished. On the down side, no microwave or kettle. A few amenities such as salt/pepper and the MW/kettle would be a nice touch. In town there is a small grocery store to purchase essentials. Internet is through a prepaid card that was given to us, and they furnished the LAN cable to connect, no wireless. Staff did not make the bed, and did not change out the wet towels from the night before. After the second night, we had used absolutely every linen in the apartment and in the morning left the used ones in a lump on the bathroom floor. After we came back from our errands, the staff had not removed the used linens nor replaced with new ones. They took our trash and provided a new roll of TP. The reception is not staffed in a regular way that we can see, there is no phone in the apartment to call if problems. We had to locate a manager who had someone bring us fresh linens. Overall a nice place to stay for one or maybe two nights, but don't expect much in the way of service.

  • Stayed: May 2012, travelled as a couple
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Thank Mrqcace
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
alvarinoflorence, Owner at Le Ragnaie, responded to this reviewResponded 5 June 2012

Dear Guest
thank you for your comments. I am sorry you had some problems during your stay, we usually make the room once a day trying to work around our guests schedule. i guess something must have happened that day and we forgot to make up your bed and room and we are very sorry for that. Our reception does not have a permanent attendant, we are working winery and we are usually around the property all day but it is true that the reception desk might be unattended.
Wireless internet is being installed as we speak and will be ready by the end of the week.
Best Regards

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Reviewed 14 March 2012

We stayed here for 2 nights last June. It was our most favourite spot from Sicily to Venice and Rome! The grounds were so well kept, the rooms were impeccably clean and so quaint, you felt like you were living in a storybook of fairytales. The manager was not overly nice, but not rude either. We were so pleased with our stay and will be going back for sure, maybe for a week!!

We dined at Poggio Antico which was wonderful and the chef was very friendly too!

Room Tip: Every room is great!
  • Stayed: June 2011, travelled as a couple
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Thank banna0081
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 1 January 2012

We stayed here on a week-long Tuscany roadtrip in early September after driving from Impruneta (we stayed there, just outside Florence, to see the city), and stopping at Sienna for lunch. The drive to Montalcino was absolutely stunning and a highlight of the trip (although finding the property was not a highlight - we completely missed their sign with a small font, although their directions are great and they are aware of the problem and may have a new sign now!)

The property is beautiful - great condition, and all the rooms have beautiful decor that isn't overwhelming - perfect for the environment. So comfortable, clean, spacious, and well-equipped.
There is a lovely pool and the views are wonderful - and Montalcino is a terrific town to be close to - our hosts gave great restaurant recommendations and we loved the views there. There is a terrace with a wonderful hammock, and breakfast is great.
We booked last minute and they were very accommodating. One thing to note - the wifi is spotty if this is important to you. You have to refresh every 24 hrs (it is free though!) and have to be close to the main building, as it didn't properly work in our room.
We left to a wedding near Arezzo but this was the real highlight of our trip.
We hope to back again soon!
Thank you very much, Augustin!

  • Stayed: September 2011, travelled as a couple
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Thank bethfoster
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
alvarinoflorence, Proprietario at Le Ragnaie, responded to this reviewResponded 2 January 2012

Dear Guest,
thank you very much for your kind words. I apologize for the sign, it is indeed a little small, we are working on a new one and we hope to have it out by the Summer. Also, we are working on making wireless internet available in every room and the swimming pool. We do offer free wireless in the reception area at the moment and free cable connection in the bedrooms.
We hope to see you again soon

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Reviewed 27 December 2011

Great space, breakfast, and fabulous! I will return!

  • Stayed: November 2011, travelled with family
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Thank kimi0923
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 17 December 2011

This review comes half a year late but...our group of 6 stayed in Le Ragnaie last July for 2 nights. We had an apartment with 2 bedrooms, kitchen and a living room where my 2 daughters slept. Apartment, was brand new and spacious, the only downside being AC which had minimal volume and did not provide very much relief in the summer heat.

Ragnaie is a living winery, with lovely garden and wineyards around. You can visit the cellars, but as the winery is new, their wines need some years to develop. Distance to Montalcino is 2-3 km, not a walking distance as it is uphill....There is top winery and restaurant just in the neighborhood: Poggio Antico - a must visit both for dinner and their wines.

Pool is just ok for short morning/afternoon dips, and for kids, and the views from pool terrace are spectacular. Breakfast ok, with some home made pastries, cakes each morning, selection was not huge but everything was fresh. Experience with personnel was a bit varied - mostly welcoming (especially the cellar tour by the Argentinian wine maker), but at times a bit rude at breakfast).

Anyway - overall a pleasant experience, especially because of nice scenery, close to town, and very comfortable rooms.

Room Tip: 2 bed room apartment is good for 4 adults and 2 kids may share a sofa bed
  • Stayed: July 2011, travelled with family
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Thank ArskaDiver
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Le Ragnaie

Address: Loc. Le Ragnaie, 53024, Montalcino, Italy
Phone Number:
Region: Italy > Tuscany > Province of Siena > Montalcino
Amenities:
Kitchenette Swimming Pool
Hotel Style:
Ranked #9 of 17 Hotels in Montalcino
Price Range: £71 - £221 (Based on Average Rates for a Standard Room)
Hotel Class:3 star — Le Ragnaie 3*
Number of rooms: 13
Official Description (provided by the hotel):
Nestled atop the hills of Tuscany alongside the historical village of Montalcino one can find Le Ragnaie. Located in the midst of the Brunello wine region Le Ragnaie has a rich history dating back to the 1700’s when early settlers were using the land to hunt and plant crops. The use of such materials as terra cotta, large cut stones and massive wooden beams along with the tasteful decoration of local antiques, helps to retain the rustic charm of days past. ... more   less 
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