I was expecting a lot from this trip. I have stayed before, and it was just fantastic. This time I went with two friends. During this stay, things were a bit lacking. First, when I arrived at the hotel, I had requested an early check in, and late check out as a Leaders club member. We did not get an early check in, and they did not give us a late check out, when I did ask, we were given an extra hour on the day of check out. Also, I am used to the 5 star hotels in Leader's club reading your preferences, and to know that you have been before. They did not seem to have done this. However, the young man who was an apprentice, and the lady at the front desk, were lovely, and did everything to make us feel welcome. They also had a wheelchair that we could use, as one of us has limited mobility. Now, on the way to our room, we are given an envelope, and we are told that we have a 90 Euro voucher for the roof terrace. Also, they would book us in that night. Then, an hour before we were due to the roof top terrace, we open the envelope, and see that it is the wrong name. So, we go to Reception. A rather grumpy lady on the front desk, says that they have made a mistake, and we cannot have a voucher, it was not for us. We say that we find this to be poor service, they made a big thing of giving us the voucher and booking us in for the Roof top terrace, that they made a mistake, is on them. She was unwilling to see this, but the manager did step in, and we did get a voucher in our name. This was then mentioned when we checked out. We are happy that it was sorted, but not happy about the way it was done. The hotel made a mistake, gave us a voucher and told us that we were given this voucher, they hoped we would enjoy, and booked us into the terrace. If this had been the Ritz, I am certain that they would have apologized, and sorted it. It is a 5 star hotel, they made the mistake, not us. Then, on the day we were checking out, a lady comes to our door with another envelope, and a bottle of red wine, and says it is for us with compliments of the hotel. AGAIN, it is the wrong name, it was not for us. So, twice they gave us letters with someone else's name on the letter inside. The roof top terrace is FANTASTIC. The staff are wonderful, and the food is wonderful. I had sea bass and loved it. So, the Restaurant is definitely 5 star. The room we had this time was very nice, we even had a terrace. Thank you Due Torri, much appreciated. The rooms are rather small, so it was a bit cramped for 3. If we go all three again, we will book a junior suite, if we go back to this hotel. The hotel building is lovely, a lot of art on the walls and the ceiling. Absolutely worth seeing. In all, we enjoyed the stay, but I felt the service was a bit lacking, it was much better before. So, I am a bit hesitant to go back, as I expect 5 star service from 5 star hotels, and this was not. …
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.