I read all of the reviews and knew that it wasn't going to be perfect, but we needed a place to stay and took a chance. The hotel was nice and the location was fabulous. The issue was the service, I don't care for a respond from the staff either as I saw the way they respond to those who offer their rightful criticisms as paying customers. Upon our return we were told we could't get an early checkin even though, via email we were told if a room was available it may work. The hotel was quiet and was not at capacity, I work in the service industry and know what an at capacity hotel looks like. That being said, that would have been fine what happened next is what set the tone for us. We asked to used the bathroom were told no very sharply and then a quick use your bathroom when you can checkin. That is just rude and bad business, we had been in transit from Rome since 7 AM and were turned away. -with what you pay for this establishment the service should have been better. Then upon our checkin, we were given a room at the very back of the inn facing the mountain. We spent a lot of time in our room and heard only three other couples come in and out, so not full. Our paperwork, the paperwork from Hotels.com, and the app said balcony I verified the wording it said balcony and listed it under "room amenities", not "hotel amenities", I nicely told this to the staff and was told I was wrong. Facts don't lie, if you advertise something honor it. Lying and false advertisement is wrong.