Concord Hotel in Torino

**Reply to hotel dismissive response at the end of the review**

It doesn’t take much to ruin an experience, a stay, and the way you feel about a hotel.

Overall, the property is in an excellent location, well maintained, the rooms are cleaned daily, and towels are replaced every day. Everything seems perfectly fine — until you deal with the staff.

The service, oh the service… what a disappointment.
The front desk staff — the people who actually interact with guests — are simply unpleasant. Unwelcoming faces, unfriendly attitude, condescending tone, and zero patience. They’re neither approachable nor professional. It completely ruins what could have been a great stay.

I didn’t need their help much, but when I asked about a charge on my bill, I expected a clear and polite explanation — not irritation or hostility. If I were the hotel manager, I’d look into how the man with the mustache talks to guests and how the tall woman treats them. Guests are not your enemy. If someone asks about a payment, it’s your duty to explain kindly.

I paid for three nights in full through Agoda, including all taxes. When you book via Agoda or Booking, it’s clearly stated if local taxes are included or to be paid at the hotel. In this case, my booking included taxes, and nothing indicated any extra charge. Yet, I was billed again at check-in, without a proper explanation. They just told me to “contact Agoda.” The entire interaction left a very bad impression. I’d rather not speculate about the reasons, but it did feel uncomfortable.

On the positive side, the parking service (operated by an external company) was very good — polite and efficient. Note that there are stairs up from the parking area, so it’s best to unload your luggage in the lobby before parking.

Breakfast was mediocre at best — no fresh vegetables at all, which was disappointing.

In the end, I’m giving this hotel only one star — entirely because of the poor and unfriendly service from the front desk staff. It’s a shame that these are the faces representing the hotel.

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Reply to hotel comment
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Thank you for your reply. I fully understand what a city tax is, and I’ve paid it many times in hotels across Italy and Europe. The issue was not about paying the tax itself — it was about the way the situation was handled and the attitude of your front desk staff.

When I presented proof that my payment through Agoda already included all taxes, the staff simply ignored it and didn’t even bother to verify or check the booking details. Instead of trying to clarify the situation politely, they reacted with irritation and impatience.

A short, respectful explanation and a quick verification could have solved everything easily. Unfortunately, the interaction was unpleasant, unhelpful, and unprofessional — and that’s what truly left a bad impression.

A guest asking a question is not a problem; it’s an opportunity to demonstrate good service. Sadly, that opportunity was missed.