I had previously stayed at his property 20 years ago on my first ever visit to Italy and so I was so excited about staying there again. When I booked, via HRS.com, it was stated that the hotel had centralized air conditioning. I booked a rate that was cancellable up until 18.00 without penalty. Upon arrival at the hotel, around 21.00, I found that I was allocated in a decrepit old room that was full of old furniture that was falling apart. There was no air conditioning at all and the shutters had been open all day, which meant that it was over 40 degrees in the room. There was no way I could sleep in there. The reception claimed I had been given an ‘upgrade’ to a 2 bed room (though in what universe a grotty old room could be considered an upgrade is beyond me) and told me there were no other rooms available that night. The room was completely unusable due to the heat and, as a result, I had to get another room at a different hotel for the night, paying for another hotel in the process. The hotel insisted that I pay for the room and have refused to refund me to either my travel agency or my bank. Indeed, the information they gave to my bank was completely incorrect, claiming the room was covered by air conditioning even though it was unbearably hot and there was only a puny small fan that blew the hot air around the room. If they had just refunded me or waived the room fee due to the poor condition of the room, I would have been inclined to give them a second chance. Instead, they have dug in and refused to take responsibility for a situation that is clearly their fault, promising a facility that they did not deliver. This hotel should be absolutely avoided by anyone looking for a good night’s sleep. Moreover, anyone looking for good customer service that has the interest of the customer at heart should also avoid it. My experience has been one of frustration and disappointment. It not only ruined this trip, it also ruined the memories of a trip I took years ago also. Never again.
Excellent
49 Reviews