marcuslemos64
Couples · September 20256/10
We stayed at the Grand Hotel Santa Lucia and while the facilities are very good and the breakfast is of high quality, with excellent service led by Mrs. Madalena, unfortunately, the positives end ther...We stayed at the Grand Hotel Santa Lucia and while the facilities are very good and the breakfast is of high quality, with excellent service led by Mrs. Madalena, unfortunately, the positives end there.
At check-in, we were received in a very cold and uninterested manner. When we asked for assistance in booking a guided tour, which was promoted as a distinctive service on the hotel’s own website, the front desk clerk dismissed our request, saying that even he — having been born and raised in Naples — didn’t know everything about the city. To make matters worse, he simply suggested we take a Hop-on Hop-off bus, which was clearly not what we were looking for. This left us with a very bad first impression.
Adding to the frustration, the staff chose to speak to us in Spanish simply because we are Brazilian, even though our native language is Portuguese. My wife repeatedly explained that she is fluent in Italian, and I also made it clear that English would be fine as well. Despite this, they insisted on speaking Spanish, which felt both impersonal and disrespectful.
Later that same evening, as we were leaving for dinner, we went back to the front desk to request two extra pillows. The woman on duty bluntly told us she wouldn’t make the request because, according to her, there were already enough pillows in the room.
This combination of lack of courtesy, disregard for our preferences, and unwillingness to help deeply impacted our experience from the very first day. From that point on, we avoided any further interaction with the staff until check-out.
Such a disappointing experience, especially for a hotel with so much potential.Show More
