The furniture is made by Lombard artisans. Does that mean that you can't buy something new if something breaks?
It is like in a private house. This morning, for example, I complained that a chair was missing in the lobby, and they told me that we had taken her to repair. Each winter, cabanists and artisans get to work here. For me it is one of the most beautiful times of the year: You see people working everywhere so that in March we can reopen as fresh as the first day. Three months are enough to take care of this house. But guests appreciate every small detail, from the care of the gardens to the rooms …
… that are all different. Some guests always reserve in the same room, so there is probably much possibility to change interiors.
Some guests have been reserving the same rooms. Before they came here from children, they now come with their own children. Some get furious if you give it the suite To another person. That is why you also have to be very careful with the design. Of course we change, over the years the colors of the rooms have become clearer and clearer, for example. But times change, even for us. Before, all the walls were intense red, but that is no longer possible. Of course, when we change the color of the walls, we send the usual guests by email in advance. Changes in the hotel are usually agreed with regular customers.
Does the needs of customers also change?
Of course. Nowadays, guests do not want anything to be imposedeverything is much more flexible. Our claim is that customers obtain what they want at any time, so that they can enjoy the property in their own style. You need much more empathy; I even have to adapt sometimes. When I started here, for example, I didn't want WIFI On the terrace: it ends up looking like a conference room. Today, of course, we have internet there, but fortunately nobody gets their computer.
Anyway, you probably couldn't prohibit it to guests.
Do you know which is the best fulfillment I receive here? Let me tell me: “What is the only word that does not exist in Villa d'Ete? The word No” Because luxury is not synonymous with opulence or ostentation, but luxury is the opposite of mediocrity. At least that is my interpretation. Luxury is an escape from everyday life, so guests are first. If Airbnb is the equivalent of the cinema, then a hotel must be the theater.
Speaking of cinema: Hollywood stars are also usually their guests. In spring, during the filming of House of GucciLady Gaga and Adam Driver lodged in Villa d'Esta. Do celebrities notice in hospitality?
We are lucky to have a lot of space, so everyone has their privacy. For House of Gucci We opened the hotel a few weeks before, and the entire shooting team stayed with us. We also receive more and more often requests to use the hotel space as a filming location, but we don't want that. We like to be reserved. The villa d'in is like a private club. Our guests respect the privacy of others; It is not a place to be seen, but it is a place to see. Cary Grant, for example, once he wanted to stay alone one night to collect his new jaguar, but ended up staying three weeks. However, of course, celebrities are also good publicity. Our best ambassador is George Clooneythat often comes to dinner. For the owners of local villas like him, the villa d'E is the nodriza ship.