Rosapetra Spa Resort Italy 4

Here’s how Rosapetra Spa Resort combines five-star luxury with a family feel

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Giovanna Caprioglio, from Traveller Review Awards 2024-winning Rosapetra Spa Resort, shares how the team combines luxury with a family feel, creating a unique atmosphere that gives guests the best of both worlds.

We make five-star luxury feel welcoming, not intimidating 

Rosapetra is an intimate boutique hotel in Cortina with an amazing spa and incredible views of the Dolomites. But I think its best feature is that even though we are part of a luxury hotel group, it also feels like a family-run hotel. We work hard to create the perfect balance between providing the luxury and elegance of a five-star hotel and offering a warm, informal atmosphere that our guests love. It makes them feel like they’re really at home. Guests say Rosapetra feels more like a relaxing mountain chalet, and they keep coming back because they feel so pampered by our staff. It’s luxury, with a family feel.

One of the best reviews we ever had was from a guest who was blown away by the fact that everyone in the hotel—from the housekeepers to the manager—called him by name throughout his stay. It made a real impression on him. This is the kind of hospitality we pride ourselves on.

We go above and beyond to anticipate the needs of our guests and provide them with a special welcome. Giovanni, our concierge, contacts our guests in advance to discover what they’re looking for in their vacation. He can then suggest fantastic experiences such as winter sports, hiking trails, and gourmet dining, and make reservations for guests before they even get here.

A family atmosphere starts with our hotel “family” 

Maybe the secret of our family atmosphere at Rosapetra is that our diverse staff come from various parts of Italy, with many living close to the hotel and away from their families. This proximity has fostered strong bonds that has led to us forming close-knit relationships – we spend a lot of time together relaxing and chatting outside working hours. In fact, we have two couples who have fallen in love since working at the hotel, which further enhances the feeling of being a family. 

We have a great group of people who are really passionate about their work. Our guests can feel that in everything they do for them. Natalia, our housekeeping manager, pays incredible attention to detail in preparing the rooms, but she’s also really warm with the guests and takes time to speak with them. Chiara, our senior masseuse, also runs yoga lessons and personal training, and her classes are always popular because of the rapport she develops with guests when meeting them in the spa. Meanwhile, Giovanni, our concierge, is a local from Cortina. He channels his knowledge and passion about the area into providing recommendations for unique experiences that help our guests make the most of their time here.

Rosapetra Spa Resort Italy 2

A shared commitment to outstanding service 

At Rosapetra, we take our reviews very seriously. Excellent guest reviews help us maintain our level of bookings, but it’s also really important for the staff to feel appreciated for the job they do. We always share reviews between the whole group so we can understand what we can do better, and we’re always striving for continuous improvement. However, we regularly get 10/10 reviews. When we do, it’s a celebration for all of us.

As a team, we have to be passionate about what we do because this is a 24/7 job. We always want to be on the side of our guests, doing whatever we can to create an exceptional experience. One of the most important things for us is to always try to deliver more than a guest could expect. That’s why we plan little things for them even before they arrive, such as a gift for a pet or for their children. These small things make a big difference when it comes to building the special welcome that makes luxury feel like home.

 

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Takeaway
  • Creating a balance between elegance and friendliness can really help guests feel at home rather than being intimidated by five-star luxury
  • Getting your concierge to contact guests in advance to discover their preferences and interests enables you to anticipate their needs and delight them with surprises
  • Developing a close-knit culture among your staff can really pay off in creating a warm, welcoming environment that will put your guests at ease
  • Taking the time to share guest feedback with your whole team, celebrating outstanding reviews, and learning how to continuously improve will foster a shared commitment to delivering exceptional service