Rene7
None · August 20256/10
I give the hotel a 3* rating.
I understand the hotel has completely new management and staff, and the hotel is undergoing a complete renovation; two floors have already been renovated.
The staff de...I give the hotel a 3* rating.
I understand the hotel has completely new management and staff, and the hotel is undergoing a complete renovation; two floors have already been renovated.
The staff definitely gets a 5* rating from me; they are service-oriented, hospitable, and have an open attitude. However, there's room for improvement with the pier staff, who aren't exactly guest-focused yet.
We booked a suite, but upon arrival, we discovered that these unrenovated suites are located in the hotel's basement and are only accessible by stairs. This wasn't mentioned when we booked.
After we reported this as an issue, we were upgraded to a renovated junior suite. Later, we saw on the website that it now stated that the older suites are only accessible by stairs.
The renovated junior suite was definitely worth it: beautiful, fresh colors, satellite TV, internet, Netflix, a comfortable bed, and a small but functional bathroom.
Breakfast itself is fine, although the same items are served every day, so it can be a bit monotonous for long-stay guests. The coffee is definitely a point for improvement; it was disappointing.
The pier and pool are only accessible by a small, old elevator that can hold a maximum of three people; we understand this is being replaced.
Alternatively, you have to walk down an estimated 150 meters of stairs and back.
Parking is off-site, but is arranged by the hotel. It was a great experience for us.
We were supposed to stay eight nights, but after five, we wanted to leave early, partly because we didn't dare use the elevator to the pier and because several things weren't resolved yet, such as construction work in the hotel.
We then discovered that the hotel isn't very flexible regarding changes or cancellations.
They have a policy of free cancellations or changes up to 14 days before arrival. Initially, there was no room for a refund, but they did suggest moving to a partner hotel so the rate could be transferred.
However, if we refused, there was no refund. After some back-and-forth messaging after our departure, the general manager finally offered a one-night refund.
I agreed to this because I would at least get something back, but it cost us €1,000.
I accept this loss, but despite the fantastic team, I have decided not to return to the Grand Europa Palaca hotel.
I realize that the reservations manager and the team did their best, but the final decision on whether or not to issue a refund rested with the General Manager, and he refused to refund the other two nights.
Bit strange, when they sell the room again they have double the rate, it was pretty busy in Sorrento, most hotel were fully booked.
Sometimes you have to be flexible to build a relationship with returning guests, and we are not one of them in this hotel.Show More
