We stayed at the Hilton from Monday 9th June until Saturday 14th June where we were in Sorrento to get married. I booked this hotel in January through Expedia, paid upfront and emailed immediately the Hilton to explain that we were getting married & to see if we could get a free upgrade (you have to try). I received a polite reply back offering us 2 upgrades offers of EUR 35 or EUR 135 extra per night for different upgrades. They said that any free upgrades could only be given upon check in.
The night before we arrived at the Hilton I sent another email asking if a upgrade was possible.
I did not receive a response.
Upon check in we were told by the receptionist that our room was fully paid for (as we booked / paid through Expedia). I again asked about any free upgrade to be told that we already had a good room.
When we arrived in our room we had a sea view room and a bottle of sparkling wine, we thought this was a very nice gesture and must be from the hotel as we were getting married.
We then enjoyed the rest of our stay at the hotel until it came to checking out.
We had a car booked to take us to Naples airport for our honeymoon and whilst we handed in our key to checkout we were told we had a bill of EUR 170 to pay, when we asked why we were told that it was for the upgrade. We explained that we never agreed to pay for a upgrade and was not even aware that we were given one.
They eventually removed it from the bill so we could leave but we were not very pleased as this was all done in front of other guests and I found it very embarrassing
We then went to Sicily for our honeymoon, upon arrival in Sicily we were given a bottle of prosecco on the house and a seaview room as a gesture for our wedding.
When we returned from our honeymoon 2 weeks later I checked my emails and had 4 from the Hilton.
The first email was sent around 1 hour before we checked in on the 9th June to say we would be upgraded for a cost of one night at EUR 35.00. This email we only saw weeks later plus this was not mentioned to us at the time of check in.
I then had 3 emails from the Hilton asking why we would not pay the extra costs and for me to provide my credit card details.
I emailed back explaining we never agreed this cost and at no time was we even aware of them.
They never even bothered to reply.
It is a beautiful hotel that served us well for our wedding and its a shame that this poor customer service ruined it for us.
We stay regularly at Hilton hotels over the world for business & this has put us off so will avoid them in future. I did mention this in my email to Hilton Sorrento and they did not bother replying so my business cannot be that important to them.
- 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
- Reservation Options:
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- Also Known As:
- Hilton Sorrento Palace Hotel Sorrento
- Sorrento Palace
- Sorrento Hilton