Cesare Augusto

Our stay ended with an incredibly disappointing experience that overshadowed our entire trip. The hotel food didn't have a lot of options and tasted bad. You can hear the rooms next door from your room from how thin the walls are. Small rooms, no AC, bad service, rude staff. There are bugs everywhere. I notified the lobby I found bugs in my room/shower/bed and they ignored my complaint. Quiet hotel but the staff are all rude and cold. Our rental car, which was brand new and undamaged when we arrived, remained parked in the hotel’s parking lot for four days. When we returned to it before leaving, we discovered multiple large dents on both sides. The hotel showed us security footage from our arrival that showed the car entering without visible damage. However, when we asked to review footage from the day the damage was discovered, they refused to provide it. During the discussion, the manager recorded new videos of the damaged vehicle and then attempted to use those videos to argue the damage had already existed. One manager acknowledged that the hotel was responsible, but other staff members immediately contradicted him and refused to accept responsibility. Throughout the discussion, we felt disrespected. We were laughed at, called “stupid Americans,” and our concerns were dismissed. We also noticed that the rental car had significantly less fuel than when it was parked. The situation took so long that we felt our time was being unnecessarily wasted while we were trying to catch our flight. Despite everything, the hotel refused to accept responsibility and instead expected us to cover the cost of repairing the damage. Aside from this, the hotel itself was disappointing. The rooms were very small, there was no air conditioning, the food was poor enough that we chose to eat elsewhere throughout our stay, and the online photos did not accurately represent the property. Based on our experience, I cannot recommend staying here. I hope future guests are aware of what happened to us before deciding to book.

I stayed at this hotel with some friends, expecting the standards of a 5-star property, but unfortunately the experience was well below any expectation. The cleanliness leaves much to be desired, both in the rooms and in the common areas. The property appears neglected and general maintenance is lacking, with obvious signs of deterioration that should not be present in a hotel of this category. The thermal pools were also particularly disappointing, appearing poorly maintained and not conveying that feeling of comfort, hygiene, and relaxation that one expects from a high-level wellness center, not to mention the last day when the temperature of the thermal pool was inaccessible. The experience at the restaurant was also very negative: environments not sufficiently clean, cappuccino machines obsolete, dirty, and often not working. Overall, the property does not reflect in the slightest the standards of quality, maintenance, and service that one expects from a true 5-star hotel. But the most negative aspect was undoubtedly the attitude of the reception staff. When faced with reports, I encountered indifference, poor availability, and a certain arrogance. In a facility that aims for excellence, customer attention should be a priority, while here it seems to be the last of their concerns. An experience that I would not repeat and that I do not feel like recommending to anyone.

We stayed at this hotel for a family vacation, booking 3 Classic rooms. The only real strong point is the proximity to the center of Sorrento. Otherwise, the experience was decidedly below expectations, especially considering that it is a 4-star hotel. The international breakfast is of rather low quality, with no attention given to highlighting local products. The room had several problems: only two power outlets (one next to only one side of the bed and the other on the desk), a damaged shower tray, dated and worn-out bathroom fixtures, sheets of the wrong size that kept moving during the night, and a refrigerator that was leaking water. Despite the kindness of the cleaning lady, the room was never perfectly clean and the floor was often sticky. In general, the entire property is in need of more thorough maintenance. Another major issue is the pool: for a hotel that hosts about 260 people, it is definitely undersized and can comfortably accommodate no more than about twenty guests. Consequently, it is often impossible to use it. Precisely because the pool was always full, we asked if it was possible to use the towels to go to the beach. The request was denied, with the reasoning that the towels can be used exclusively in the pool, without any willingness to accommodate the guests' needs, despite the impossibility of using the service for which they are intended. Overall, the price-quality ratio does not meet expectations and, considering the category of the property, I expected a significantly higher level of attention and service.