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“Diseappointing”

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Hilton Sorrento Palace
Ranked #32 of 100 Hotels in Sorrento
Certificate of Excellence
Reviewed 4 September 2011

We stayed at the Hilton Sorrento Palace for a week. The hotels grounds, pools, and common areas (lobby, bar, restaurant) are very nice indeed. However... Checking in as a HHonors gold member, I was given at room with panoramic view on the 5th floor (this is what I had ordered anyway), the executive floor I was told. If this is these are executive rooms, I fear what the other rooms are like.
I had booked a king size bed and got a room with 2 beds side by side (with of course a small gap in the middle). The bed was not comfortable (definitely not "heavenly"). There were no sun-blocking curtains so you will weak-up a 7 AM by the light and again at 8 AM and every other minute by the slamming of doors and the screaming of children in the corridor. The rooms are not sound-proof and you are sometimes wondering if you are sharing the room with the neighbors... There is no water-cooker for a cup of coffee or tea in the room. Their is a small mini-safe in the mini-fridge (empty) but you will have to go down to the reception and ask for the key (aren't we in 2011?). They will make you sign a form telling you that you will be charged 150€ if you loose it. The TV is a 25" 4/3 CRT that should be in a museum. The sound of ours kept going away. I signaled it at the reception but nothing was done. Their is NO decoration whatsoever in the room, no even a cheap poster and the the bedside lamps are fluorescent tubes (romantic?). I have seen more comfortable motel rooms.
There is a soft-drink machine on the floor but no ice distributor.
The outdoor pool closes at 7 PM (why?), the indoor pool was closed (why?).
The service also left mixed feelings. The cleaning ladies always did a great job but for the rest it seemed very random. Some people gave excellent service (pool and bar waiters for example) others just ignored the customers and kept talking to each other or even worse, interrupted the conversation to pick-up the phone.
Complimentary Internet vouchers for HHonors members were given one at a time (are they afraid that we would resell them?)
Despite the nice grounds and location, this hotel is definitely not a palace and not worth of the Hilton name. I will not come back.

  • Stayed: August 2011, travelled as a couple
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5  Thank Gallia53
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HiltonPR, Direttore generale at Hilton Sorrento Palace, responded to this reviewResponded 9 September 2011

Dear Gallia53,

Thank you very much for your comments. They are very important to us as they allow us to take remedial actions whenever possible.

Regarding the room you were allocated, I would just like to point out that the 5th floor is not an Executive floor, however, being an HHonors member we extended access to our Executive Lounge.
There might have been a misunderstanding regarding the room type allocated and I apologise for that.

I am sorry that you didn’t like the décor of the room. Please note that we have taken all your other comments on board for future renovation and service improvement.

As far as the outdoor swimming pool closing time is concerned, it is at 6.00 pm as it gives our staff enough time to tide it up and allow clients to enjoy lounging around the pool in the evening.

Regarding the indoor pool, I would just like to explain that we do not forbid clients from using it, however, we specify that the opening hours are subject to variation, should the room be booked for an event function.

Complimentary internet vouchers are not necessarily handed out one a day and can be distributed all at once, should the Guest prefer it this way.

Even though I cannot turn the clocks back, I would like to let you experience what the Hilton Sorrento Palace is all about, professional staff, pampering and a heart-felt “home away from home” feeling that makes memories so special.

Please contact me directly should you consider returning to the Hilton Sorrento Palace.

Yours sincerely,

Paolo Pedrazzini
General Manager
Hilton Sorrento Palace

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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2,054 - 2,060 of 3,494 reviews

Reviewed 4 September 2011

We stayed for one week and paid for half board, it is a beautiful hotel with lovely surroundings and views of vesuvius. Breakfast has a plentiful supply of different choices of hot and cold foods, this cannot be faulted. The evening meal choice is disappointing, and the waiters look tired and bored, no atmosphere whatsoever! We decided to eat out, not only was it cheaper but fantastic food with that lovely feel of being on holiday and lots of atmosphere. We found the reception staff to be extremely helpful, and exchanged our evening meal for a cold take out lunch one day which they organised for us. The mini bar prices are extortianate so we did not use it, the room was kept very clean with fresh changes of linen and towels daily, the chamber maids always greeted us with a smile and good morning. The pools are lovely and once again kept very clean, plenty of sunbeds to use. We would choose to stay here again, but on a bed and breakfast basis only.

  • Stayed: August 2011, travelled with family
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2  Thank jetsetterBirmingham
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 3 September 2011

We just returned from an 8-day tour of the Amalfi Coast and spent 4 days at the Hilton Sorrento Palace. The common areas of the property are beautiful, extremely clean and well maintained. The hotel has great views and probably the best pool this side of the Napoli peninsula. After a hot day of touring it was the perfect place to spend the late afternoon to relax and cool off. The rooms them selves could use an update, the furniture is from the 70’s but they are very clean and the bathrooms were modern and clean.
We also found the front desk to be very helpful and very accommodating. In particular, Maurizio, the Concierge Manager was excellent to deal with.

The Lando’s

  • Stayed: August 2011, travelled with family
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Thank aflando
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 2 September 2011

We stayed here when it was Winter time and it was nice to relax by the fire. after shopping for an inlaid wood table which I had sent home. The best thing that we did all holiday was to hire a driver and car costing 200euros to take us to the Amalfi coastline which was amazing . To see Positano must be on everyones bucket list surely. Also Ravello and Amalfi. Our driver Paulo was patient and a good driver as the roads were scary. Back at the hotel where I had my hair done at the hotel hair salon my husband thought he would test the beautiful indoor pool. The view from our bedroom was Mt Vesuvius in the distance and the only downside of the hotel was it was too far away from the main street of Sorrento for a stroll at night. A day trip to the Isle of Capri completes this destination as i love the Faraglioni rocks,Axel Munthes view and lastly the Blue grotto. you need at least 4nights at the Sorrento palace to do it justice. Id love to go back in warmer weather.

Room Tip: A room with a view
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  • Stayed: December 2010, travelled as a couple
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2  Thank Hardiman_11
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 1 September 2011

Just returned from Hilton Sorrento Palace after a very enjoyable holiday. After reading previous reviews I was a little apprehensive but I was pleasantly surprised. The food was varied, well presented and delicious - the dining room bright and airy with fabulous views. Our room was clean and comfortable and I would suggest that you request a room with a sea view. I do however think that internet access should be free in a hotel of this calibre, particularly as it is used for business conferences as well. The walk into Sorrento old town is about ten to fifteen minutes but this is fine if you have normal mobility. It is very easy to access the bus, ferry and rail network should you wish to sight see independently. Try the Officers Club in town in the evening as entertainment in the hotel was limited. Happy Hour between 5pm to 6pm is a good idea for an aperitif around the pool.

Stayed: August 2011, travelled with family
1  Thank P R
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 1 September 2011

The Hilton in Sorrento is no palace but it is a good 4* hotel. Perhaps the high prices in Italy at the moment may lead people to think they're in a 5* establishment, but they're not - nor does the hotel claim to be.
However, what it does offer is a family friendly poolside holiday in a great location where you can chill and thoroughly relax.
The Good: Staff in general were excellent. Executive lounge staff were fabulous and housekeeping friendly, observant and on the ball. I do agree though that reception staff need to learn how to smile. They were somewhat frosty in their approach shall we say, although polite and efficient.
We booked an executive room to give us access to the Settimo Lounge on the top floor. If you can manage this then do so. Firstly the facilities it offers are superb ( they raised my impression of the hotel from acceptable to very good.) Secondly it will save you money in the long run. The lounge provides complimentary drinks and nibbles throughout the day and Hilton prices are not low; 10 Euro for a glass of wine in the bar, 5 Euro for a coke by the pool. It soon adds up. The room was fine, a good size, on the 4th floor ( they seem to have ex. rooms on several floors ) and an additional bed for our son was full size - not a z- bed and didn't impact on the feeling of space.
We ate breakfast in the main dining area as opposed to the executive lounge. A wonderful choice although queues for omelettes and crepes/waffles were off-putting for the majority of our stay. Standards of service varied enormously - they tended to run out of teapots etc when it got busy, but what I would say is the supervisory staff, there to ensure breakfast ran smoothly, were superb and always picked up on problems.
The hotel was clean throughout although some lower level areas looked tired. Gym was good and usually quiet. The pool area was well maintained and great fun for adults and children alike. And our room did have a key-coded safe! No need to worry about losing the key. Turn down service was reliable and professional.
The Not So Good : What let our room down, in my opinion, was the very outdated bathroom. If you like the retro look this is surely the hotel for you! It was clean and tidy but the ancient shower, old tiling and lack of illuminated mirror highlighted its age. Badly needs refurbing. Added to this, on our first two days there was an almost hospital like smell in the hotel. I don't know if we just became accustomed to it, but it eventually disappeared. At its height though it was most unpleasant.
Breakfast, though excellent in its choice, was a bit of a 'bun fight' and not really relaxing. We ate breakfast in the executive lounge on our last day and I wish we'd taken it there more often.
To add to a few comments made by other reviewers:
Walk into Sorrento - differing opinions are due I think, to the fact that people are taking different routes. The quickest way we found was no more than 10 minutes to the main street in Sorrento. Walk down the bank to the main road, cross over and bear left. Keeping the Parco Ibsen on your right walk through the gate of the old city walls and there you are, right on the Corso Italia. It's really not onerous at all although I agree if you are infirm it may be prove difficult.
Hilton Honours Lounge - is situated on the second floor and food and drink wise looked very similar to the Settimo lounge. What it didn't have was the fabulous terrace and the splash pool of the upper lounge which were great.
So, a good family friendly hotel in a beautiful area of Italy. Well positioned for exploring the coast. Great for children, relaxing for adults. Sorrento is very commercialised but you can still find good food and amazing wine! This is not a 5* hotel so adjust your expectation levels accordingly. However, what it does it does well. But, remember, at the moment Italy is a very expensive place to visit. Prepare yourself!

  • Stayed: August 2011, travelled with family
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3  Thank ReviewerCB
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 30 August 2011

definitely not what we were expecting, the rooms looked like they had been designed by a13year old let loose in ikea. with the large spotlights hanging 3ft above the bed we felt like we were in a cheap movie. no wardrobes just a hanging rail, an old tv ,plastic floor covering and a very expensive minibar.not Hilton standard by along way! the public areas by contrast were much better all marble and glass.the pool area and gardens were excellent with great views.breakfast was very good with lots of choice, dinner unfortunately was not so good with an average buffet, very disappointing as we were expecting waiter service.the service generally was poor except when they were selling you overpriced drinks.one lad couldnt even put a knife and fork the right way round.dress code in the restaurant included jeans and trainers i didn't know trainers could be part of any dress code.the only part of this hotel that is 5 star are the prices. we will definitely be returning to sorrento it's a fabulous place but definitely not to the Hilton r.skipper

Room Tip: rooms noisy
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  • Stayed: August 2011, travelled as a couple
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1  Thank richard s
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Hilton Sorrento Palace

Address: Via S. Antonio 13, 80067, Sorrento, Italy
Phone Number:
Region: Italy > Campania > Province of Naples > Sorrento
Amenities:
Bar / Lounge Beverage Selection Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Breakfast Children Activities (Kid / Family Friendly) Restaurant Room Service Suites Swimming Pool Wheelchair access
Hotel Style:
#2 Business Hotel in Sorrento
#18 Family Hotel in Sorrento
#26 Luxury Hotel in Sorrento
#39 Romantic Hotel in Sorrento
Price Range: £162 - £322 (Based on Average Rates for a Standard Room)
Hotel Class:4 star — Hilton Sorrento Palace 4*
Number of rooms: 341
Official Description (provided by the hotel):
An enchanting destination all year round, the Hilton Sorrento Palace retains its charm throughout the seasons. The Hilton Sorrento Palace is only 5 minutes away from the historical centre of Sorrento, which is the ideal for shopping 7 days a week or enjoying the bustling nightlife. The Hotel offers a breathtaking sea view: just in front of you the enchanting Gulf of Naples dominated by Mount Vesuvius and from behind Punta Campanella you may catch a glimpse of the exclusive Isle of Capri. The Hotel offers rooms with sea view, garden view, mountain view and family rooms for 3 or 4 people. All Executive Rooms, Deluxe and Suites have large windows and balconies with breathtaking views over the Bay of Naples. Executive and Suite Guests also enjoy exclusive access to the Settimo Club Lounge, where a rich and varied buffet is always available and a private swimming pool waits for you. The property is located a 5-minute drive away from the port of Sorrento, where guests can catch ferries to the island of Capri. The Amalfi Coast is 30 km away. ... more   less 
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Also Known As:
Hilton Sorrento Palace Hotel Sorrento
Sorrento Palace
Sorrento Hilton

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