2/10 Poor
Hundreds in unmentioned fees & terrible service.
Unfortunately, communication was practically nonexistent with the hotel. The phone number listed was registered to a UK line, that was unable to be reached as we were in Italy (Naples) prior to our arrival. Upon checking in, we were notified of several "additional" fees that caught us by surprise. A sizable security deposit, a sizable city tax (more than the amount listed on the website), a sizable “linen change" fee, and a "cleaning" fee. Had we known about all these additional fees at booking, we would not have reserved this stay. (Seemed sort of "bait-and-switch" to us.) Additionally, even after we had emailed our arrival time several weeks earlier, the night we checked in, I had to go door-to-door downstairs to break a large bill to satisfy a "late-check-in" fee that had to be paid in cash to the "greeter." So after almost a thousand dollars in additional fees, we setlled in for the night. And that's where the leaking started. Four different leaks from the roof (pictures provided). We called the UK landline, contacted the virtual agent at hotels.com, and called the "greeter" but no one responded. We had to use all our bathing towels on cleaning up the mess. On the morning we were checking out, we finally got a couple additional towels thrown on a chair in the front entryway. NEVER AGAIN will I ever do business with "Wonderful Italy" apartment.
Joseph
Joseph, 3-night trip
