lhost.it Reviews 

Reply from lhost.it

4 days ago

Dear Jay,

We are very sorry for the long delay and the frustration this has caused.

We have reviewed your case and reconstructed what happened. Your initial credit card payment was never successfully completed. Although your bank transfer did arrive, matching it to your shipment was difficult because the booking still showed a pending credit card payment.

We contacted you several times by email and through our support ticket system, but received neither a reply nor confirmation that you had paid by bank transfer. We also have no record of receiving your messages over the past two months. It is possible that spam filters or other email delivery issues prevented our communications from reaching each other.

We have now processed your shipment and sent the shipping labels to the hotel so they can dispatch your parcel.

LHost handles thousands of shipments every month for guests and accommodation providers, with thousands of satisfied customers. We are a legitimate service, and we regret that this experience led you to believe otherwise.

We sincerely apologise that these payment and communication issues left you waiting so long.

Reply from lhost.it

Oct 22, 2026

We’re sorry you found the shipping cost too high. We use express couriers with delivery generally taking 2–3 days.

The hotel entered package dimensions of 60 × 40 × 30 cm and a weight of 1.5 kg. Shipping costs depend on both weight and volume, and the express courier rate for a package this bulky is €350—approximately USD 400, rather than USD 500.

If the package is smaller or lighter than indicated, please contact us so we can review the rate.

We will continue doing our best to reduce shipping costs. However, fuel prices have risen significantly, and couriers have also increased their rates recently amid international tensions.

Reply from lhost.it

Oct 22, 2026

We are sorry that your parcel did not arrive before you left Italy, and we understand the inconvenience this caused.

As stated on our website and during the booking process, delivery dates are estimates and are never guaranteed. Delays can occur for several reasons, including a parcel not being ready for collection at the hotel, operational issues such as a vehicle breakdown or a technical problem at a sorting facility, strikes, or other disruptions. These are examples of possible causes, rather than confirmed explanations for your shipment.

We always do our best to monitor each shipment and help resolve any difficulties, but we cannot ensure that every parcel arrives within the estimated timeframe.

Regarding your request to collect the phone directly, DHL could not offer collection from the facility handling your parcel. Couriers do not always allow public access to their warehouses or local depots, and retrieving an individual parcel in transit requires specific arrangements within facilities processing thousands of shipments.

In this case, the available solution was to complete delivery to Cernobbio, where the parcel arrived one day later than estimated.

As you had already left Italy, we offered to arrange a new shipment from Cernobbio to Riyadh, Saudi Arabia. This is a separate shipment and therefore involves an additional shipping charge. You are, of course, free to arrange collection through another courier or make your own shipping arrangements if you prefer.

We regret the delay and the disruption to your plans, and we remain available to help you arrange the next steps.

Reply from lhost.it

Oct 22, 2026

We are sorry that resolving the customs issue took so long and caused you considerable inconvenience.

The pro-forma documentation accompanying the shipment clearly identified the contents as personal effects being returned to their owner. The customs value used for the shipment was based on the value declared for the item, while the assessment of duties, taxes and the application of any customs relief are ultimately handled by the carrier and the customs authorities in the destination country.

During the weeks that followed, we contacted DHL on several occasions and remained in contact with you in an effort to resolve the issue. We acknowledge, however, that despite those exchanges the matter was not brought to a conclusion as quickly as it should have been, and we regret that you ultimately had to continue the process directly with DHL yourself.

We are pleased that DHL has now applied Returned Goods Relief, cancelled the £90.37 customs charge in full and closed the collection file.

International customs procedures, particularly for personal belongings being returned across customs borders, can unfortunately involve decisions and requirements outside our direct control. Nevertheless, we take your comments regarding the handling and follow-up of this case seriously and will use this experience to improve how we assist customers when similar customs issues arise.

We sincerely regret the inconvenience and the time you had to spend resolving this matter.