Hotel Rifugio Prategiano

I stayed at this hotel in September 2024, I needed a much needed break and chose a horseriding holiday. I chose this hotel and location for the: Peace & quiet, tranquility and horse riding. It looked amazing from the reviews and pictures, however, upon arrival I realised it was in a very remote location and not easy to go places alone as didn't feel safe solo. The horseriding was great but the 2hr session was simply walking around the hills not much horseriding involved, so I paid for an hr the next day. The horseriding instructors, Tia and Ella were so lovely and made the session enjoyable. Sadly on the night I arrived at the hotel, there was a big wedding party gathering for dinner and they were extremely noisy and inconsiderate to other guest's. I had been travelling all day and was exhausted and needed some rest. However, was kept up past midnight due to the noise and was very upset about this. I tried calling reception and emailed management but no reply. So I decided to tell the manager (Andrea) In the morning about the awful night I endured to which he replied 'It's not my fault, you can't blame me, I cant tell guests to keep quiet' to which I replied 'Yes you can as it's your hotel and it's your duty to make sure all guests are considerate towards others' He continued making excuses, wasn't compassionate and rather unprofessional. He also said I'm not going to give you a free horseriding lesson as it wasn't my fault and it's not necessary. He was rather argumentative and not willing to help or make me happy in any way. I was so surprised and disappointed in his poor customer service and lack of empathy. I explained that I came from London for some rest and peace and quiet but this is not the case. The second night I was also disturbed by guests moving into the room at 2am in the morning. This was not what I expected and I wasn't happy at all. The manager did nothing to resolve the issue and offered no gesture of good will due to the stress I experienced. I wouldn't recommend coming here alone as not much to do apart from horse riding which was the only bit I enjoyed. There were no restaurant's open nearby and the restaurant at the hotel was rather expensive and only offered 2 options for 2 courses or 3 courses £20 or £30 which was a smart way to make money. The pasta and food was nice but they didn't offer pizza, which was strange when in Italy. The good thing's were the scenic view from the room and lovely ladies in the dining room who were so kind and had amazing customer service. The manager should learn some customer service skills and this place might be better.

I went to Prategiano in September. The hotel was nice and the food was great. But the best of all were the lovely horses, lovely people and lovely views. It was absolutely amazing. Thank you so much for this experience!

The accommodation and food (3 star national category) were good for us as expected. The room was well equipped and absolutely fine for our purposes. The pool was sufficient and with the pool landscape it created a beautiful picture on the hotel grounds. The whole area was very well maintained, very natural - just as we had imagined Tuscany. Our two (large) dogs were welcome everywhere, which surprised us very positively. The children were happy that we were allowed to take the dogs to dinner and even to the pool. Everyone (staff and guests) was very, very friendly and always interested in fulfilling our wishes. The riding lessons were worth the price because you were given very individual instruction and you really got something out of it, even if it was a slightly different riding style than we were used to. Despite the children and dogs, the peace and quiet was extremely noticeable, which really surprised us in a positive way. Everyone had a great time and yet we were all able to relax incredibly thanks to the peace and quiet and all the natural surroundings. The usual, typical tourist experience was not noticeable here either, although there were guests of different nationalities. That was very pleasant. The entire staff spoke different languages ​​throughout (German, English, Italian, etc.). We didn't use the mountain bike offer and therefore can't say anything about it. We find the price-performance ratio to be very good. Unfortunately we had a long journey, but we would love to come back in the future. Based on our experience as a family with 2 children (7 years, 12 years) and 2 large dogs, we can definitely recommend the hotel, especially if someone is looking for a relaxing vacation with Tuscan flair and still plans activities. We really enjoyed our time at the Hotel Prategiano. Thank you for that!