What is required to be recognized as being the best hotel on the planet? According to the most recent estimates, there are around 187,000 hotels in the world. This distinction, statistically, is more prestigious than any other award for the film industry or the Academy Awards. Some may say it’s the perfect service or glamorous accommodations but in reality, it’s all about soul.
Passalacqua, a 24-room hotel located on the western shores of Lake Como has one of the world’s most radiant souls. There’s charm in every corner, from the rooms to the amenities and services. Even the place cards are beautifully designed to tell the story of this property. The reviewers must have been elated when Passalacqua won The World’s 50 Best Hotels Award in 2024 and was ranked number two by The World’s 50 Best Hotels in 2023.
Valentina de Santis is the owner of Passalacqua. As enviable as her position may be, she believes that the secret to success lies in sticking with the fundamentals of hospitality. Passion, service, teamwork, sense of place and design, stewardship of the environment, experiences, and everything else in between. The execution here is not just perfect, but harmonious and tells the story of Northern Italy from 1787. Passalacqua, which was once the residence of Vincenzo Bellini and hosted Napoleon Bonaparte in its past, offers a fantastical, immersive setting. It continues to reinvent itself with new programs and season offers.
As an example of this ‘seasonal immersion’, for the recent Easter, the onsite team set up Easter Egg painting, a cookery class centered around the baking of a traditional Italian cake called a Colomba Pasquale and, for the kids, an Easter Egg hunt. Passalacqua has also recently unveiled its lifestyle boutique, Sense of Lake, which offers a curated collection of luxury accessories, clothing and homeware from niche, local designers – yet another way that the hotel helps to curate the proud Italian artistic spirit.
There are many other elements that make a property special. This shows that the best hotels are those that reveal a new dimension with every encounter. Not only does this make each stay unforgettable, but it also creates a desire to return. Without further ado, let’s here from Valentina de Santis – herself a lifetime hotelier – to see how perfection is crafted.
Congratulations! The award of the “best hotel in the World for 2023” is an incredible honor. It doesn’t begin capture the amount of hard work and dedication that Passalacqua has put in since 2018. How did you celebrate the award with your team?
I appreciate your kind words. It was an incredible honor, and I am proud to share it with the entire team. It has taken countless hearts, hands and minds to make Passalacqua the success it is today. The entire staff was there to celebrate this award. As the season ended, we all gathered together at one of our favourite local places in Moltrasio. We danced and ate the night away.
You and Silvio Vettorello, General Manager, have repeatedly said that great hotels are a result of the people who work there. How can you create a culture of hospitality where everyone understands the requirements each day?
Passalacqua does not just hire people for their skills. We hire them for their passion. Passion is what binds us together as a team. We’ve also found that people give more when they feel like a part of the family. Silvio and i spend a lot time with our team sharing stories, celebrating success and, most importantly making everyone feel noticed. Hospitality is an art form, and it’s the little gestures – from the way we greet guests in the morning to remembering their favorite coffee order – that create true magic. Our mission is cultivate a culture in which excellence is instinctive and joy is contagious.
What is it that inspires you?
People who live with passion and authenticity inspire me the most. I’m constantly inspired by the stories our guests tell, the artisans who love their work and the beauty that nature displays in all seasons on the lake. I also draw inspiration from my family’s legacy, which reminds me daily that we are not just caretakers of our properties, but also of the memories created there – both in the past and in the future. Passalacqua in particular is a place where I am constantly inspired by its poetry, history and soul.
What are some of the regions, brands or hoteliers you find exciting in the world of luxury hospitality today?
The future of luxury hospitality will be defined by the focus on immersive experiences, and a sense of place. As part of the rich tradition of family-run properties in Italy, I’m proud to say that our segment is leading by example, whether it is the passion for Italianità in the food, interior décor and day-to-day experiences or the innovative collaborations with Italian partners. It is this experience that I seek when I travel. A 360-degree view of the local culture, in every detail. This is also what today’s global luxury travelers are seeking.
Your family has owned and operated the Grand Hotel Tremezzo, the first hotel built on this iconic lake. In fact, your family operates the Grand Hotel Tremezzo – the first hotel on this famous lake. This unique experience allows you to provide a unique view of how tourism in the area has changed over the years.
Lake Como’s timeless beauty has always had a special effect. The region has evolved beautifully over the years to reinvent itself with each new era. When the Gondola family first opened the Grand Hotel Tremezzo, in 1910 travel was all about discovery and luxury. Later, travelers became more concerned with convenience and ticking off bucket-list locations. We’ve now come full circle, and guests are again looking for a deeper connection. They want the stories of the villas to be told, they want to try the food prepared locally by hand and they also want to experience the rhythms that are part of Italian life. I think the future of travel lies in this slow, soulful approach – less about luxury for luxury’s sake and more about feeling a sense of place. Lake Como, where the time slows and beauty is derived from authenticity, is a perfect destination for such a journey.
In luxury hospitality, the trend is to offer culturally immersive experiences. In Passalacqua’s case, this isn’t just the grandeur of a historical property or the perfectly executed service, but all the littler elements – like allowing guests to collect their own eggs from free-roaming chickens or daily gelato making classes – as captured by the phrase ‘vivere italiano’.
Passalacqua should feel like an Italian home with charm and soul. We wanted our guests to celebrate the everyday pleasures that Italians hold dear – long, laughter-filled lunches in the garden, the smell of fresh herbs in the kitchen, the joy of making gelato by hand. These aren’t ‘activities’ in the traditional sense; they’re rituals that carry meaning. We asked ourselves, “What brings us joy?” when we created these moments. What would nonna do? It was always the same answer: simplicity, warmth and authenticity.
How can you make seasonal immersive experiences unique in their sense of place and give them a distinct feel?
Passalacqua is a place where we celebrate the seasons. The seasons change everything: the food, the festivities, the smells. We invited our guests to participate in Easter traditions that we had grown up with. This included decorating eggs in our kitchens with local artists and baking Colomba Pasquale. These are not planned as a show, but rather imagined like memories. We imagine what it would be like to feel at home in Italy, and then bring that feeling to life in an emotional, joyful way.
How did Sense of Lake help to reinforce the story of Passalacqua by showcasing the best of Italian tradition and craftsmanship?
Sense of Lake was born from a desire to encourage our guests to take a piece of our world home with them – not just a souvenir, but a story. Each piece is unique and hand-picked, whether it is a scarf made with Lake Como silks or limited-edition slippers created by Friuli’s celebrated cobblers. Or a perfume inspired by the gardens. Curating a collection of Italian craftsmanship evokes the very essence of Passalacqua – where beauty is intentional, tradition is honored, and every detail carries meaning. This is our way to take the experience outside the villa and promote the heritage we represent.
How can you find a balance between the past and the present?
Passalacqua tells its story through every stone. We have worked hard to keep those stories from being drowned by technology and trends. The design philosophy has always been to maintain the spirit of the villa, while also incorporating all the modern comforts. There are no futuristic screens here, nor minimalist aesthetics. Instead, there are hand-restored wall frescoes with antique chandeliers, plush beds and intuitive service. It’s not about nostalgia, but rather about timelessness – a place where the past feels present, and the present feels poetic.
How can Passalacqua or other independent properties preserve this soul for their guests as well as the surrounding region?
Soul cannot be made; it is a product of people, place and purpose. Independent properties like Passalacqua have the freedom – and I would say the responsibility – to protect this essence. Staying rooted in the community means hiring local, maintaining traditions, and not losing sight of our purpose. Hospitality is not a business to us; it’s an expression of love and art. Our hotels will remain meaningful sanctuaries for today’s fast-paced society if we stay passionately local, individualistic and emotional.
