We arrived on a rainy chilly day to a very scattered front desk person. He seemed overwhelmed that we were checking in. The concierge took us to our beautiful suite with a terrace overlooking the sea, but a bit cold. He couldn't figure out how to turn up the heat and told us he'd do it from downstairs. The WIFI doesn't work in the room (although the front desk person told us it would) so we went to the lobby. The concierge had forgotten about the heat in our room. Again, he told us he'd take care of it. After sitting in the lobby for about 1 hour (pouring rain), we asked about our heat. Yup, you guessed it - that concierge was gone only to be replaced with a new one - who was actually much nicer and proactive (at least he tried) - He told us that the heat didn't work and we had to wait until 4pm (it was now about 2 pm) for the technician to arrive. We sat for awhile in the lobby (no one from management ever spoke to us or acknowledged us - we just sat in the lobby on our computers). Although we thought it was crazy that we had to wait, we weren't in a rush because it was still raining out
Fast foward to 4pm - no one ever spoke to us, which amazed us for a 5 star property that prides itself on being one of the Leading Hotels of the World. Service was not in their vocabulary. No manager ever came out from behind the closed door. We finally told then they had to do something and getting us another room was in order - They agreed (duh!) and showed us the famous Caruso Suite - which would have been great - all we wanted at this point was a room with heat - so we agreed and waited for them to prepare the room. About 30 mins later I asked what was up - yup, no heat in the Caruso Suite. Why they couldn't find us and just tell us was beyond me. They finally gave us a very modern suite, which was lovely, had heat, and took all of about 5 hours to move us into!
You've got to be kidding me. The measure of a hotel is not what happens when all goes smoothly, but what happens when it doesn't. No one ever treated our problem as if it were a priority or even a cup of coffee. Skip the hotel! The gardens are lovely, the hotel is grand (much larger than I had imagined..) but not worth the money in any way shape or form! This one is a big skip!!! You can do much better!!!
- Official Description (provided by the hotel):
- Well-regarded Hotel comprising several buildings & newer villas in a clifftop garden, with fine views of the bay. ... more less
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- Also Known As:
- Grand Hotel Sorrento
- Excelsior Vittoria
- Grand Excelsior Vittoria
- Sorrento Hotel Excelsior
- Sorrento Excelsior