89leea
Family · October 20254/10
I have traveled to Italy many times and have always been impressed by the warmth and professionalism of hospitality there. Unfortunately, our experience at UNA Hotel Capotaormina was the exact opposit...I have traveled to Italy many times and have always been impressed by the warmth and professionalism of hospitality there. Unfortunately, our experience at UNA Hotel Capotaormina was the exact opposite. It was embarrassing and disheartening, especially as an American of Italian heritage, to be treated with such disregard.The pool area is chaotic and poorly managed. On a very busy afternoon, two chairs near the pool had been “reserved” with towels by a couple who had left. We waited, checked for their return, and then sat at around 1:00 pm. The hotel’s own posted sign at the entrance clearly states that chairs may not be held for more than two hours. The couple did not return until 4:00 pm and said they had been at lunch. Despite the rule and the fact that the beautiful beach is unusable after 1:00 pm due to shade—making the pool the only real option—the pool attendant in a red shirt insisted that we get up. My brother-in-law explained in Italian that the chairs had been left unattended for several hours and referenced the two-hour rule. It made no difference. We were forced to move, with no attempt to find a reasonable solution or offer an alternative. The attitude was dismissive and frankly humiliating.I went to the front desk to speak to a manager and calmly explained what had happened. I was told the manager would call me on my cell. No one ever called. No apology. No follow-up. Nothing. That complete lack of accountability and guest care was the most disappointing part of the entire stay.To add insult to injury, it felt like we were overruled in favor of the couple who appeared to be local, which left me with a very sour impression. Whether or not that was the intention, the optics were terrible. We paid a premium to stay here and expected basic fairness and courtesy. Instead, we were made to feel unwelcome and disregarded.We didn’t let it ruin our trip, and we went on to Ischia where Hotel Miramare was flawless—professional, kind, and attentive in every way. That contrast says everything. Never again at UNA Hotel Capotaormina. I cannot recommend it, and I would urge management to enforce their own policies consistently, treat all guests with equal respect, and take responsibility when staff mishandle situations. This was an avoidable and deeply disappointing experience.Show More
