Pasky30
family_with_children · Juli 2026
“It was a pleasant stay overall, but unfortunately the quality of the customer service was disappoint”
The hotel itself was good. The room was comfortable, clean, and the location was excellent, making it easy to explore the area. Unfortunately, our overall experience was overshadowed by the customer service. From the beginning, we never really felt welcomed, and the staff's attitude was not particularly warm or helpful.
Our stay was unfortunately overshadowed by a very serious mistake made by the hotel at check-out. After checking out, we asked the hotel to store our luggage until the evening, as our flight was later that day. When we returned to collect our bags before going to the airport, the staff accidentally gave us another guest's backpack instead of ours. We only discovered the mix-up after arriving at the airport. This caused us a huge inconvenience, as my backpack contained many personal belongings. Once we returned to Italy, we immediately contacted the hotel to resolve the situation. What disappointed us the most was not only the initial mistake, but also the way it was handled afterwards. We expected the hotel to take full responsibility and arrange for our backpack to be returned as quickly as possible at their expense. Instead, after an unsuccessful attempt using regular post, they eventually had to use a private courier—but they refused to cover the shipping costs, despite the fact that the entire situation was caused by their error. In the end, we had to pay ourselves just to get our own backpack back. Mistakes can happen, and we understand that. However, good customer service is measured by how those mistakes are handled. Unfortunately, we felt there was very little accountability or willingness to make things right, which left us extremely disappointed with the overall experience.