Interview: Valentina De Santis, CEO of Grand Hotel Tremezzo
Inspiring insight on the family-owned and operated Lake Como, Italy icon
Anyone who has been to Grand Hotel Tremezzo understands its allure—the colorful old-world charm, its glamorous perch along the banks of Lake Como, the warmth and sophistication of the service provided within. Many who have seen the facade from afar (or on social media) dream of one day visiting the Italian icon—for both its spectacular position, and its rich history as one of the world’s most recognizable grand hotels. Valentina De Santis, the CEO of Grand Hotel Tremezzo and a member of the family that owns and operates the property, knows that underscoring this historic magnetism is something modern. It’s not just the illustrious past, but a nuanced adaptability—from the grand hotel’s online boutique, Sense of Lake, to the continued development of wellness experiences. To learn more about Grand Hotel Tremezzo’s longevity, we spoke to De Santis for her inspiring insight.
For anyone who hasn’t been, how would you explain what Grand Hotel Tremezzo offers that cannot be found anywhere else?
It is unique in the sense that it is now—and has always been—a family-owned and operated property. When my family bought it from the founders over 50 years ago, we were inspired by the Gandola family’s dedication to innovation and a personal touch. They were pioneers in features like electric lighting and a tennis court, but they always made sure to make the guests feel extra special. So, we have continued in that vein—playing up the buzz of a grand hotel, with staff bustling about, exceptional cuisine, cocktails and amenities, but never forgetting to treat everyone who comes through the door as a treasured guest who deserves our special attention.
I believe the guests can sense that “something extra” in a family-run place. They feel the love and dedication of the many hands and hearts involved in making our properties what they are, and that always starts and ends with my parents and me. I think our family-oriented culture makes a big difference to the staff as well. The more detail-oriented we are, the more the staff will be. The more passionate we are, the more likely the team will exhibit that passion in their day-to-day work. The more we lead with love, the more that love will trickle down to every guest. For me, this is the secret to our success.
One would assume that most visitors tend to seek out a stay at Grand Hotel Tremezzo during the summer. What is it like during the other seasons? Do you have a favorite season?
Every season has its charm on Lake Como. I am partial to the springtime—right after we open in March—when our gardens are alive with color, though there still might be snow-capped mountains in the distance. The crisp mornings and slowly warming days invite guests to hike the hills behind the hotel; the views from the San Martino church are stunning! And you can visit Villa del Balbianello and other sights without the heat or the crowds of the summer. Oh yes, and the rhododendrons in our own garden and at our neighbors in Villa Carlotta in April have to be seen to be believed!
And then there is the fall. It can still be quite warm in the midday sun in October, and when the leaves start to change, the colors can be just as vibrant as they are in the springtime! Autumn is also the perfect time to sample the best in seasonal delicacies from chestnuts to truffles at outdoor food fairs in the region and in our own restaurants, when executive chef Osvaldo serves up the typical comfort foods of the season: polenta, mushrooms, pumpkin and more.
The food and drink program across the restaurants and bars at Grand Hotel Tremezzo is exceptional. What have you done to guarantee the quality of dishes and cocktails?
Grand Hotel Tremezzo is blessed with more dining experiences than you can count on one hand—and we always strive to make each a shining star in its own right. So, the variety itself is a unique selling point. They all have a few things in common—exceptional quality, outstanding service and an ambiance that elevates the food and drinks to something truly special—and they all have a few surprises up their sleeves!
At La Terrazza Gualtiero Marchesi, the only restaurant in the world offering the maestro’s most famous dishes, our Executive Chef Osvaldo Presazzi channels his former mentor with cuisine that “enhances the quality of the raw materials”. And Osvaldo makes sure to source those materials from the best suppliers, many of them local producers like Frantoio Vanini, making olive oil in Lenno in the sixth generation, or the Zanotta dairy farm, where the cattle feast on the wildflowers of nearby Monte Crocione.
At L’Escale Trattoria and Wine Bar, guests enjoy traditional dishes and fine wines that showcase the best of Lombardy in a cozy, casual trattoria surrounded by the photo trouvées that I have been collecting from flea markets for decades. Da Giacomo al Lago sits right on the water, featuring fresh seafood enjoyed as it should be: al fresco with a beach-blanket-bingo Riviera vibe. T Pizza, on the other hand, offers an informal poolside escape, serving authentic Neapolitan pies sizzling hot from the wood-fired oven under the cool shade of our grandfather trees. And whether it’s an aperitivo on the terrace or a nightcap on one of the jewel-toned love seats in Sala Musica, T Bar is positively intoxicating even before our mixologists do their magic. For an unforgettable secret rendezvous, our Dimmidisì service chooses a secluded spot to make a guest’s special moment even more magical, whether it’s a proposal in a secret pavilion in the park or a candlelight dinner in the opulent halls of Villa Sola Cabiati. No two dining experiences are exactly alike at the Grand, and that’s just the way we like it: tradition blended with innovation and garnished with some unexpected surprises…
Your iconic pool sits directly upon Lake Como. What are other ways guests are allowed to access the lake?
There really is no better way to experience Lake Como than from the water. That starts with our floating pool, affectionately known as water-on-the-water or just WOW, which makes for a bit more relaxing dip than the actual lake around it (where a lot of boats are to-ing and fro-ing!), but it doesn’t stop there. Our fleet of lake cruisers offer the best seat in the house to watch the timeless Lake Como landscape go by, from our Venetian motor launches to our classic Riva motorboats. Our captains know every curve and cove of Lake Como’s 100-mile shoreline, so there’s nothing between our guests and an out of the way lakeside restaurant or a secluded swimming spot far from the madding crowd.
As you very well know, Grand Hotel Tremezzo is a family-owned property. What has the family done to honor its history but keep it relevant for contemporary travelers? I mentioned above that I believe that being a family-owned and operated hotel makes all the difference, not only to our guests, but also to our extended family, the staff. As the third generation of my family leading our hospitality business, I aspire every day to honour the legacy of my parents and my grandparents before them.They taught me to take care of our properties—in the deepest sense of the word—but also to approach hospitality like an entrepreneur, always seeing the guest experience with fresh eyes and always aspiring for more. And like them, I believe a big part of this is advocating for our destination as a whole. The culmination of that philosophy is our new property Passalacqua, which we as a local family acquired from its foreign owners—very different from most real estate transactions here! Restoring this lakeside landmark to its former glory and opening its doors to guests from near and far (echoing its 19th century origins!) is our way of giving something back to our beloved Lario region.
Of course, there are some elements of traditional hospitality that should—much like the beauty of our natural surroundings—always remain the same. It is our honor and privilege to be a part of this legacy and, as one of our key strengths, we must never forget it. But we cannot ignore the power of innovation, which keeps visitors coming back generation after generation. Innovation and tradition have to work together. We never want to introduce something new without making sure it is in line with our traditions. By the same token, we can’t avoid innovation simply because “we’ve always done things this way”. This goes beyond interior design, by the way, and extends to the entire guest experience: our standard of service, our interactions with guests, our range of amenities—striking the right balance between tradition and novelty is key.
We always try to stay true to our three pillars of Italianità, heritage and family, but in the end, hospitality is all about exceeding the guests’ expectations. And that does not mean always giving them what they want. We try to be creative and surprise our guests, so they are curious about what they might find at our properties. More often than not, the surprise is something very personal to someone in our extended family, a heartfelt vision of what makes a guest experience unforgettable.
Is there anything you hope people understand about Grand Hotel Tremezzo that might not have been mentioned yet?
Mainly, what I want people to understand is that hospitality is more than a job for us, it is our entire lives. And our properties are not just hotels, but our homes. Homes we are pleased to open to our guests. We put our heart and our passion into everything we do—and this does not just apply to me, but everyone on staff. Having an exceptional property is the first step, but it doesn’t end there. What sets us apart is how we put our heart, our passion and our personality into every guest interaction, from the warm welcome at the front door to the restaurants and rooms. Our goal is to give every guest the sense that they are in a place that is full of love, a love we cultivate so we can share it with them.
What are your thoughts?