Grand Hotel Masseria Santa Lucia

The service sucks big time. Notified reception at 10am about a technical issue with the airco.... they would send a technician 'immediately' hence somebody had to be in the room. 2 hours later nobody showed. Again to the reception... again one hour later no technician.... I wondered if he ever would show up.... After about 4 hours an incompetent technician showed up... pushed a few buttons and decided he could not fix it... At 6pm still nothing further has happened... No communication at all... Unfreakingbelievable... I will never come here again !

Fantastic service, I particularly liked Simona's cooking at the pool bar

I have been returning to this Masseria for several years now, driven by the extraordinary and objective beauty of the place: a true corner of Paradise that leaves you breathless and that, as far as the location is concerned, exceeds every expectation. Unfortunately, however, the incredible beauty of the place painfully clashes with this year's sore point. THE APPROACH OF THE NEW MANAGEMENT. First and foremost, the reception at the FRONT OFFICE, the trained puppets I had to deal with, proved to be RUDE, DISCOURTEOUS, RIGID, and completely DEVOID OF EMPATHY AND COURTESY. In an accommodation facility nestled in such a wonderful location, HOSPITALITY should truly be made of warmth, flexibility, and care for the individual guest, capable of making the customer feel pampered. Instead, at the management level, there was a total lack of common sense and the basic respect owed to customers on vacation. Furthermore, the critical issues do not stop there. This morning at breakfast, I noticed a buffet composed mostly of savory options, clearly oriented toward a foreign clientele. BUT WE ARE IN ITALY, IN PUGLIA, dear DIRECTOR, and it is FUNDAMENTAL TO PRIORITIZE and VALUE the needs and expectations of the Italian tourist as well. Therefore, dear Director, I strongly and warmly urge you to select with extreme care the people placed at the FRONT OFFICE. I repeat: WHOEVER WELCOMES GUESTS MUST POSSESS AND TRANSMIT AN AUTHENTIC CAPACITY FOR WELCOMING, TRUE HOSPITALITY, A SINCERE SMILE, AND NOT GREET GUESTS WITH "DOCUMENTS, PLEASE." This risks seriously compromising the reputation of such a wonderful oasis. However, I would like to make a wonderful exception and praise the young ladies ELDA and MARTINA who work at the kiosk on the Masseria lawn where we stop every day for lunch, who stand out clearly for their authentic kindness and great helpfulness. Furthermore, I would like to thank Mr. Antonio, who has been in the back office since this year, for his exquisite helpfulness. I end this review of mine hoping that this serves to IMPROVE the service, REDISCOVER the right attention towards the customer, and BRING the management back to the splendor and warmth that this wonderful place deserves. Daniela Austro