D5920KYlaurac
Couples · September 202510/10
This could be a little long, because I want to recognize specific staff members, so for folks reading for information on the hotel (without me going on about specifics!)
Location: For a 5* beach vacat...This could be a little long, because I want to recognize specific staff members, so for folks reading for information on the hotel (without me going on about specifics!)
Location: For a 5* beach vacation in Taormina, this is the place to go. A beautiful private beach with more sunbeds than guests, competent and helpful lifeguard staff, table service from the bar and shower facilities in the pool area should you wish to avail. It’s a shingle beach but fairly fine, so no problem to walk on and lovely to swim at
Food: Incredible. Both restaurants are spectacular, worth every penny
Rooms: gorgeous. We took to returning to our room from the beach after lunch most days to finish the day on our balcony, it was that nice!
Service: out of this world. The staff were so efficient and thoughtful, but it didn’t feel like they were “always watching”, if that makes sense. I’ve not experienced such high quality service in such a warm and assured way before - nothing we asked for was an imposition, and most of the time we didn’t even have to ask, the staff offered first!
Value: This depends on whether you read “value” as “I didn’t spend much and felt like I got a lot” or “I got everything I paid for and more besides”. Mazzaro Sea Palace is the latter. The cost is as expected for a 5* hotel, but we received a 6* experience in my opinion, which is huge value for money I feel.
Okay, stop reading here if you just wanted the lowdown on the hotel to make a decision, you have everything you need for that!).
I’m aware that often the leaders that decide on company culture etc will read these types of reviews. In case that’s happening now, I want to get specific on what was especially good in the service we received:
- Weeks before we arrived, Elisabetta in guest relations reached out to us to provide information on what we could book in advance. When I responded, Gerardo and Gioacchino from the concierge team arranged multiple bookings for restaurants, excursions and transfers, all before we had left home. I have not encountered this type of proactivity in a guest relations team before and it really sets this hotel apart in terms of service
- Elisabetta and Karina taking the time to introduce themselves at our first breakfast was a lovely way to break the ice and make it clear who and where we could go with questions or requests. Having a WhatsApp account for the concierge team was a great touch, and I really appreciated the confirmations and directions shared in this way
- the concierge team (Gioacchino and Karina looked after us but the whole team is excellent) continued to arrange anything we needed during our stay and made excellent recommendations for restaurants and other things to do
- the front desk team was wonderful, so happy to help with anything we needed (Federica sticks out in my mind, but honestly anyone we spoke with was so very helpful and fun to talk to, the entire team is excellent)
-The entire restaurant, bar and lifeguard team were so helpful and pleasant to deal with, we really did feel so well looked after our entire stay. I’ve definitely forgotten some folks but Francisco, Elena, Flora, Jessica, Nino, Giovanni and Senuri at the restaurant, Nicolas at the bar and Giovanni on the lifeguard team stick out in my mind as especially helpful and pleasant to talk to - but I’ve definitely forgotten some other folks that helped us in the restaurant or on the beach. They all made us feel so welcome and were so endlessly helpful and fun, honestly they made the vacation what it was
- The housekeeping team are the most efficient, thorough and pleasant team ever. We were floored at the detailed approach they took with the room, and they were all so lovely to speak to any time we saw each other
-Maintenance helped us with our safe (we’re super dumb) and were so kind and efficient in fixing what we’d done! Again, a job like maintenance wouldn’t strike you as a customer service role, but this team treated it like one
The team is incredibly talented and I hope that the hotel continues to provide an atmosphere and culture to retain and grow this team.
A flawless experience all round!Show More
