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“Worst hotel for service”

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Grand Hotel Excelsior Vittoria
Ranked #4 of 100 Hotels in Sorrento
Reviewed 26 March 2009

I recently visited this hotel. I booked two rooms for my husband, child and I and also another room for my sister. Whilst the location is ideal, and views from hotel amazing the service experienced in this hotel was the worst service we have ever experienced in any hotel I have stayed in ever. I am nearly forty.

When you travel with a small child, you really appreciate good service.

A few examples:

1. I asked in the afternoon for a plate of fresh pasta to be cooked for my child. I was assured by two different concierges that this service was available. The head of the kitchen refused.

2. There is no ramp into the hotel, so if you are disabled or carrying a child in a buggy you have to physically lift it yourself. On three occasions members of staff looked on as I hefted the buggy down the steps into the hotel.

3. We dined in one occasion in the restaurant, at the end of our dinner, staff started loudly banging and clearing tables before we were finished our main course. This was at 9 pm. and not midnight!

4. The pool was closed.

5. The hotel advertises three restaurants. There is only one open and is not suitable for children.

THIS IS DEFINITELY NOT A LEADING HOTEL OF THE WORLD. FAR FROM IT.

  • Stayed: March 2009, travelled with family
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6  Thank MCELDUFF
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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953 - 959 of 1,385 reviews

Reviewed 12 March 2009

My husband and I spent a week at this hotel and couldn't fault it at all. The staff were very friendly and helpful. The location is great with the Train station and Ferries just a few minutes walk away, making it very easy to see the sights of Pompeii, Capri, Amalfi, Mount Versuvius etc. People arriving from Naples by Bus should be aware. When we arrived late in the evening, we were immediately approached by a taxi to take us to our hotel, which we accepted because we didn't know where the hotel was. We were in the cab for less than 2 minutes and charged 11 Euros, only to find that we were dropped off practically opposite where we were picked up. The hotel isn't visible from the street, just wrought iron gates that lead through a beautiful orange and lemon grove, easily walkable, even with luggage.

Our only wish was that we went later in the year, a lot of Sorrento, Capri and Amalfi is shut and doesn't open until mid March.

However, overall I would highly recommend this hotel.

  • Stayed: February 2009, travelled as a couple
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2  Thank homerwilboy
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 23 February 2009

We stayed 3 nights in Feb with our 6 year old son, beautiful hotel right off the square able to walk to everything including train/bus, plaza, shops, etc, beautiful large private gardens with hidden small soccer field and basketball court and playground! Beautiful views of the sea from everywhere. The staff were lovely, very attentive all spoke English well. Breakfast was very nice and served in the main restaurant overlooking the sea- eggs, coffee, fresh pastries and fruit. Nice room with balcony and they upgraded to a suite.
Our only complaint is that Sorrento is very quiet in Feb, this is low season for sure, only a few other people in the hotel, we felt out numbered by the staff and a bit like we were rattling around by ourselves, most hotels and shops in town closed. We don't usually stay in 5star places but got a great rate on their website, but it felt a little strange to have so many extremely well dressed staff members around everywhere just waiting to do something for us, a bit too fancy and fussy for my taste. It was worth it to see Positano and Pompeii, but I would come back in April or May next time. Be careful about the afternoon tea- it costs 15 euro each and includes 4 tiny sandwich pieces and one small cup of tea.

  • Stayed: February 2009, travelled with family
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3  Thank MegBoston
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 10 February 2009

My boyfriend and i have been at the Grand Hotel Excelsior Vittoria in Sorrento for one of the escapes that we usually do choosing the best hotels chains! It' s easy to write a review on this hotel and i am doing it after reading all the other good reviews! Where these other guest have been? Are they sure that it' s the right hotel that they are talking about? One good thing: the building is old
fation overlooking the port of sorrento, the amosphere is magic! After that i can say: why there is no staff there? i mean instead of staff you can see rude people around wearing staff uniforms! Going down the stairs from the hall floor you see dust everywhere, the only smiling person we saw was the porter waiting for a tip! i could go on and say more but i prefere to stop it here! This is not a 5 star hotel at all
If you go to Sorrento go to visit the place anyway, it' s a shame it' is not runned the right way

  • Stayed: July 2008, travelled as a couple
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4  Thank bentta
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 26 January 2009

My husband and I traveled to Sorrento, Italy with our infant child and my best friend. After a harrowing drive from Naples, we arrived in absolutely charming Sorrento. Sorrento - and the Grand Hotel Excelsior - are like a breath of fresh air. The hotel was wonderful - from the gorgeous ocean views, to the friendly but unimposing staff, to the incredible bounty at the buffet breakfast. We cannot wait to return.

The only drawback was that heat in the hotel was either on at full blast or off - it was all or nothing.

  • Stayed: November 2008, travelled with family
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1  Thank JamaicaMiami
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 29 November 2008

I think this must be the nicest hotel in Southern Italy. The moment you come thru the gates from Sorrento & go down the flowered walkway to the hotel you know you are entering a setting that will provide beauty and comfort to those who lucky enough to be staying here. We were fortunate to be able to be upgraded to a fabulous suite that made everything even nicer. The hotel staff is as friendly as the grounds are beautiful...there is nothing they will not do to provide the guests comfort. Tony the concierge was instrumental in helping arrange a reunion between my wife & distant relatives from the Sorrento area.
The views from our terrace overlooking the Gulf of Naples, Vesuvius and southward are something that will always be with us. Staying within the town of Sorrento turned out to be a big plus as it made everthing so convenient...from going on tours to eating lunch & dinner & just walking around Sorrento.
It costs a bit more to stay at this beautiful hotel but if you are like my wife & myself & never know if you will be able to return, the extra expense is worth it for the comfort, beauty & memories that you will take home with you.

  • Stayed: November 2008, travelled as a couple
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3  Thank retired_in_NC
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 12 November 2008

We just got back from a 2 week trip to Italy with 8 different hotels, and this was our favorite.

It is a little hard to find when driving, but well worth the 3 trips around the block, starting with the welcome Prosecco and the large room with a view of the Bay of Naples and Mt. Vesuvius (it was worth the extra money for the view as the hotel is on the top of a cliff). The room was spacious and well lit. There was a large coutner in the bathroom with plenty of room. The large balcony was beautiful, a nice place to relax in the afternoon with a glass of wine. The Hotel staff was very friendly and helpful.

The location is perfect, within walking distance to the train statition, the old quarter and just an elevatory ride to the ferry to Capri.

Breakfast was everything you could want it to be, a large selection of food, fresh (and delicous bread) and eggs made to order. The restaurant was also very nice for dinner (the spaggetti with the fresh riccota was to die for).

The pool looked nice (we did nor bring suits) and the spa was ok, good selection but not very impressed with the messages.

  • Stayed: October 2008, travelled as a couple
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2  Thank sm122097
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Grand Hotel Excelsior Vittoria

Address: Piazza Tasso, 34, 80067, Sorrento, Italy
Phone Number:
Region: Italy > Campania > Province of Naples > Sorrento
Amenities:
Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Children Activities (Kid / Family Friendly) Restaurant Room Service Spa Suites Swimming Pool
Hotel Style:
#1 Spa Hotel in Sorrento
#3 Luxury Hotel in Sorrento
#5 Business Hotel in Sorrento
#10 Romantic Hotel in Sorrento
#17 Family Hotel in Sorrento
Price Range: £303 - £614 (Based on Average Rates for a Standard Room)
Hotel Class:5 star — Grand Hotel Excelsior Vittoria 5*
Number of rooms: 84
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

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