Best Western Hotel Plaza Napoli

It is unacceptable that in 2026 there are no lactose-free/vegan options available for hotel breakfast.

We stayed at the hotel for two nights as per the Cadeau Best Western "package" kindly received as a gift for two nights and breakfast. First of all, I want to emphasize the great kindness and professionalism in handling everything concerning the booking and any of our requests (something absolutely not taken for granted when talking about prepaid "packages"). But naturally the more than positive judgment is given by many other factors : more than strategic location for visiting Naples, extreme cleanliness of all areas, adequate breakfast and friendliness and availability of all the staff. When we return to Naples we will definitely stay there again. Highly recommended.

I make the reservations for a small construction company for our out of town projects. We make reservations under the owner's name and use the points to save money on future reservations. This works for Marriott, IHG, Hilton and has always worked for Best Western. After making the reservation, I called the front desk explained we were using points and authorized them to use the company visa for incidentals. I was sent an authorization form, which I filled out and returned. The employee's names were added to the reservation. The front desk employee told me we were all set for them to check in. It was explained that the two employees would be checking in, not the owner. I was told that would be fine. At 5pm I get a call that Nay Nieves, "front desk manager" won't let them check in. She was curt and not helpful. She said the owner had to be there for the points to be used. I explained the auth form, earlier conversation and the fact that their names were added to the reservation. She said it didn't matter and the person I spoke to was not there. I asked if it would work if I had the owner call her directly. She said no. BW Rewards customer Service was on the phone and asked her to see if the general manager would do an override. She said the manager wasn't there and she couldn't contact him/her. Since this was a mistake on the hotel's part, they should have made an exception and let our guys check in. This hotel is not well managed. The employees are not properly trained. Nay Nieves was rude. Our guys were actually slightly relieved, as they said the property was not well kept. We will not use this property anymore. We will not use any Best Western anymore.