Based on all the reviews we had read on Tripadvisor, our family decided to stay at this hotel for 1 night on our way through the Italian Riviera. We arrived at the charming town to find this small quirky hotel perched on the North end of a small bay. We had quite a bit of luggage and were surprised that there was no immediate parking in front of the hotel or a lift to bring our luggage to our room. There was one lady on staff that doubled as a barista at the first floor cafe. She informed us after we checked in, that there would be no staff after 8:00pm and we would have to let ourselves in with our electronic key through one of 2 entrances. We put our things in our room and ventured out for a lovely meal in the town. When we returned, around 10:00pm, we discovered that the power was out for that entire section of the bay and since we had an electric key we were unable to enter the building. We were stuck outside for 1 1/2 hours with our 4 year old and nobody working at the hotel to let us in or a phone number to reach someone in this situation. Finally, one of the guests who was already in the building was able to let us in. We went into our hot pitch black room and opened the 1 window to get some air. As we lied in the bed all we could hear was the band playing outside and the light from the lighthouse kept illuminating our room. Within the hour, we also had a fair number of mosquitoes buzzing around. Midway through the night, the electricity came on but we were unable to get the airconditioning to work. The next morning after a miserable night, we went down to check out. When we complained about our experience, we were told that they were not responsible as they had no control over the power outage. I was shocked that a hotel of this price and rating would not have anyone on staff after 8:00. Furthermore, no one showed up until several hours after the power outage. The woman insisted that our experience was acceptable and that there was nothing wrong with our stay.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
1 October 2011
1) Locanda I Tre Merli (as can be clearly seen in photos on the website) is located in the historical port of Camogli, which is only accessible to pedestrians and authorized vehicles. This restriction preserves this charming locale; however, visiting cars are allowed to stop some 100 mt from the Bed and Breakfast in order unload passengers and luggage before parking nearby. In such a location, one cannot expect to have parking at the B&B’s doorstep!
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2) Locanda I Tre Merli Bed and Breakfast is very small (only 5 rooms) and has a back entrance that leads directly to the guestrooms; guests with difficulty climbing the stairs or transporting their luggage are welcome to use this back door and thus avoid the flight of stairs.
3) We have never had complaints regarding the absence of staff after 8pm. It is quite common for Bed and Breakfasts of our size to be unstaffed during the night. Our staff, furthermore, lives very close to the B&B and we very clearly inform every guest that in case of need we can arrive within a few minutes. The EMERGENCY NUMBER is clearly written in every room, as well as in the corridors, outside of the hotel, AND ON THE ROOM KEY. In the event that locked-out guests do not have a cell phone, there is also an intercom outside of the main door that is connected directly with this telephone number.
4) The guest’s claim that there was a power outage in the village for about one hour is accurate. Foreseeing that such events may occur and cause an inconvenience to our guests, however, we are equipped with an emergency power supply that was working regularly. The electronic key system is connected to this emergency system, and there have never been problems with its use. I can only conclude that this guest SIMPLY DID NOT TRY to use the electronic key, as no other guest had any problem accessing the premises.
5) It is not true that they were locked out of the hotel for one and a half hours: this is a real exaggeration. In any case, they could have entered like the other guests did. Furthermore, in the case of a power outage at the B&B, an automatic telephone service starts alerting all the staff, and our director was on site within a few minutes.
6) It is obvious that in the case of a power outage, the air conditioner would not have worked (it is not covered by our emergency generator, which gives priority to such essentials as the electronic key system)--but as soon as the power returned, the air conditioner did as well. However, these guests would not have felt this, since, in keeping with Green Energy codes, our air conditioners automatically shut off if the window is open. This, like the issue of night-time staffing, is clearly explained to every guest entering the room and is written in the “Room Instructions" booklet. The guests had simply to shut their window to restore the air conditioner to working condition.
7) I cannot imagine in which "pitch black room" this guests could have been, or in which hotel, as our rooms have very white walls and ceilings (see pictures on website), and only some orange colored furniture, curtains and parts of wall!!
8) Regarding the guest’s complaint that "all we could hear was the band playing outside and the light from the lighthouse kept illuminating our room," I am really astonished that the guest would present this as a shortcoming of the hotel. The village’s summer festival was going on in the main square, 300 meters away, and lasted until 11:30pm. While this may be late for their child, a reasonable adult should see that under the circumstances this is a reasonable end-time indeed. As for the darkness of the room: closing the heavy curtains and blinds-- which we put in the rooms expressly knowing that the lighthouse may be a bother to some guests-- certainly would have done the trick (and works satisfactorily for all our other guests).
9) As far as the mosquitoes are concerned, I can only say that if guests had closed the window, not only they could have had a pleasant room temperature with air conditioning, but also a room free of mosquitoes!!! Certainly the hotel cannot be blamed for the presence of mosquitoes on the seashore at summertime!
It is obvious that this guests suffered from a series of unfortunate circumstances during their stay. However, it is also obvious that they suffer from exaggerated story-telling and a lack of attention to the staff’s explanations when they arrived. Most of their complaints stem from circumstances beyond the B&B’s control. Where we can ameliorate such circumstances, we have made provisions (the second entrance, heavy curtains and blinds, backup power supply, numerous ways to get in touch with staff during the night, etc). In this case, our staff responded appropriately to the power outage--I reiterate that the guests vastly exaggerated the length of time it took the staff to arrive and for them to be let in.
Of course, it is lamentable that the guest felt their complaints were dismissed by the staff the following morning. I can only hope that the true tone of our employee’s response was lost in translation.
In conclusion, the negative tone of the guest’s review is disproportionate with the severity of their experience--and more precisely, to the measure to which the B&B is responsible for or could have affected their unfavorable stay.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC