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“Be wary of double booking policy!”

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Art Hotel Gran Paradiso
Ranked #39 of 100 Hotels in Sorrento
Certificate of Excellence
Tewkesbury
Level Contributor
14 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 11 helpful votes
“Be wary of double booking policy!”
Reviewed 1 October 2013

We stayed at the Art Hotel Grand Paradiso for 10 nights at the end of September. We booked with BA and had been in contact with the hotel directly for a while before we flew out. A week or so before we left, BA called us to say that the hotel had contacted them advising them that some improvement works were going on at the hotel during our stay but that it would in no way whatsoever affect our stay. We decided to go ahead as were confident that our holiday would not be affected. We had a fantastic flight out to Naples and had booked a private transfer to the hotel. This holiday was to celebrate our first wedding anniversary. On arrival at the hotel at 8.30pm after travelling since 10am, we were met by Massimo (whom we now know was the Duty Manager). I gave him our names and our booking confirmation but were told by Massimo that there was a problem. We couldn’t understand why as the booking had been taken in May. No reason was given for the ‘problem’ but that he simply wanted us to do him a ‘favour’ and stay at another hotel for 2 nights. We were quickly escorted off to the other hotel which we were assured was one they use and was a very nice hotel. It turned out to be the Carlton International Hotel which was right in the centre of Sorrento, just behind Piazza Tasso. We were checked in and taken to our room which was basic and the bathroom was very small with a shower tray and curtain. Once we had checked in we rang the BA Duty Office who were absolutely fantastic. They were disgusted with the way the hotel had treated us and had no idea about any problem at all. They took on the complaint and asked us to stay put for that night but they would sort things out. They were, unfortunately, unable to get hold of the Grand Paradiso that evening as no-one was answering the phone! The next day, we had a call from BA who informed us that we could move to another hotel but there was only 1 hotel available in the whole of Sorrento for the remaining 9 nights or we could continue our holiday at the Grand Paradiso for the remaining 8 nights after spending a further night at the Carlton. BA had been advised by the Grand Paradiso that they always double-book due to ‘no shows’! The ‘problem’ was that the hotel had taken double bookings – nothing to do with travel agents or improvement works. The hotel had advised BA that we would be given the ‘best room in the hotel’ for the remainder of our stay and they would give us dinner in their restaurant with wine for one night of our stay.
Whilst staying at the Carlton, we noticed that at least 11 other couples had the same problem with the Art Hotel Grand Paradiso.
Once we got back to the Grand Paradiso after living out of our suitcases for 2 nights not wishing to unpack and repack, we found we had been given a standard room with a side view and balcony, having booked a sea view room in any case. This was definitely not the best room in the hotel as promised! The room was very small and the bathroom and shower were miniscule. The tiles in the shower were mouldy and the chrome was rusty. The walls in the room were so thin that we could actually hear our neighbours on the toilet/coughing/singing!! A couple who were staying above us said that they had no wardrobe or drawers in which to store their clothes.
The courtesy bus is a must as the walk up and down the hill in the heat is not our idea of a holiday (although on many occasions the courtesy bus had to be bump started!) Having said that, it was prompt and ran as and when it said it would, although overcrowded and it was like a scrum to get on the bus for the 9am or 10am shuttle. The hotel is not actually in Sorrento but is outside in the suburb of Sant’ Agnello.
Having said all of the above, the view from the hotel is incredible. The whole hotel and rooms are kept spotlessly clean and our bedding was changed several times during our stay. Towels were changed every day without fail. The breakfast/restaurant staff were exceptional and very professional. Guiseppe is a complete character and ran service impeccably. Breakfast was perfectly good, with juices, fresh fruit, tinned fruit, jams, honey, cereals, fresh breads, pastries, cakes, cold meats, cheeses, eggs, bacon/sausages, tomatoes – everything you would expect. No matter how busy it was, a table was always made available to you.
We found Sorrento extremely busy and it was good to go back to the hotel in the evening for some peace and quiet. It has a chilled out feel in the common areas and is lovely sitting on the terrace with a drink into the evening looking out across the Bay of Naples over to Vesuvius.

  • Stayed September 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
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Helpful?
1 Thank FinallyMrsD
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HGRANPARADISO, Manager at Art Hotel Gran Paradiso, responded to this review, 3 October 2013
Dear Valued Guest FinallyMrsD,

Thank you for posting your review on tripadvisor.

I am sorry for the inconvenient caused and I do apologise for everything except the fact that in our hotel nobody responds to the telephone, where in a hotel with 100 rooms, this seems impossible. We do not adopt a double booking policy, because of no shows, the motivations for this can be different.

I hope to receive the possibility to recover the score received with a second chance.

Best regards,

Alberto
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Rating summary
  • Location
    4 of 5 bubbles
  • Sleep Quality
    4 of 5 bubbles
  • Rooms
    4 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
Traveller tips help you choose the right room.   Room tips (261)
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English first
Crediton, England, United Kingdom
Level Contributor
11 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
Reviewed 29 September 2013

Just had a week at this hotel the views from our room were stunning. The hotel and rooms we're very clean and staff friendly. A good choice of food from the evening menu. Very quiet. No need to reserve a sun lounger by the pool theres plenty for everyone. The bus runs to sorrento regularly.

  • Stayed September 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank katdev0n
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HGRANPARADISO, Manager at Art Hotel Gran Paradiso, responded to this review, 3 October 2013
Dear Valued Guest katdev0n,

Thank you for your kind review about your stay at Art Hotel Gran Paradiso.

We are so glad to read that you have enjoied your stay, that the hotel was clean and that the Staff was friendly.

We really hope to welcome you again in our hotel .

Yours sincerely,

Alberto
Hotel Manager
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Leicester, United Kingdom
Level Contributor
16 reviews
12 hotel reviews
common_n_hotel_reviews_1bd8 8 helpful votes
Reviewed 24 September 2013

We have just returned from a touring holiday on the Amalfi Coast staying at a number of accommodations.
Whilst driving around we came across the Gran Paradiso,what a fantastic location. The pool overlooks the bay of Sorrento.
Unfortunately for us this hotel was fully booked but the staff there put themselves out to find an alternative hotel close by for us but we were allowed to use the facilities at this hotel - fabulous!
Superb breakfast.
A special thank you to Massimo who went above and beyond to help us out of a situation and made us so welcome. A credit to your company. We would definitely recommend the Gran Paradiso.

  • Stayed September 2013, travelled as a couple
    • Location
    • Cleanliness
    • Service
Helpful?
1 Thank Trish4007
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HGRANPARADISO, Manager at Art Hotel Gran Paradiso, responded to this review, 3 October 2013
Dear Valued Guest Trish4007,

Thank you for reviewing your stay and for recomending the location and Art Hotel Gran Paradiso.

It has been a pleasure for us to find an accomodation for you.

We hope to welcome You again in our land.

Best regards,

Alberto
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Swansea, United Kingdom
Level Contributor
3 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed 23 September 2013 via mobile

Having been on an all day excursion we were dropped at the bottom of the hill (500m from hotel which is at the top of a steep hill with no pavement) and told that a hotel shuttle bus had been arranged for us. When booking the trip the rep told us that the hotel would be phoned at the end of the trip and a shuttle arranged. 2 shuttle buses passed us and each told us a bus would be here imminently. After a 35 minute wait, with nowhere for my pregnant wife to sit the scheduled bus arrived and we were forced to stand while other people who were waiting had to walk. To make matters worse, on complaining to Massimo the duty manager rather than deal with the complaint in a professional manner, he proceeded to tell us "it wasn't a problem", that we we were exaggerating the amount of time we had waited, and that in any case it was a complimentary service which the hotel weren't obliged to offer. Rather than restore our faith in the hotel this man demonstrated a complete lack of professionalism and even resorted to shouting at us in a reception area full of other guests. If this is the hotel's way of dealing with customers (let alone a pregnant woman) I am afraid it is not a hotel I shall be recommending to others.

  • Stayed September 2013
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Buffy769
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HGRANPARADISO, Manager at Art Hotel Gran Paradiso, responded to this review, 24 September 2013
Dear Valued Guest Buffy769,

Thank you for taking the time for sharing your opinion during your stay at Art Hotel Gran Paradiso.

We do provide a complimentary shuttle bus service for all Hotel Guests, including Guests that are coming back from an excursion and Guests that need to be escorted to a meeting point.

In the precise moment, the bus you have stopped in the middle of the street was escorting Guests to a meeting point. However there was a second bus coming from Sorrento that was dedicated to the pick up of Guests coming from an excursion that was stuck in the trafic.

I do understand perfectly your point of view, but we need to deliver the same service to all our Clients, we do apologise if you found our service as a lack of customer service, but take into consideration that in that precise moment a manager was driving the bus that you have stopped, that means that all our staff was working hard in order to deliver a good service.

Sometimes even when we want to deliver a good service, we can not compete towards the trafic and the busy roads.

Thank you for your understanding and I hope that this small detail will not affect your impression over the holiday that you are currently enjoying in our hotel.


Best regards,

Alberto
Hotel Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Level Contributor
6 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 8 helpful votes
Reviewed 22 September 2013

Me and my boyfriend stayed here for 7 nights in July. We couldn't afford to pay for a sea view, but what we got was just as beautiful. When we arrived we were took down some steps to a room underneath the sunbeds around the pool, both nervous, we were concerned as to what kind of room we were getting! We were taken through to a huge room, Room 601, spotless and very spacious, and to make it all even better, a lovely terrace with views of Sorrento and the bay. We knew this wasn't an average room as we met a couple there and saw their room, (half the size and they'd paid extra for a Sea View!) We were overjoyed and were so excited to be spending a week in a lovely room. The bar prices were reasonable and the staff very friendly. We were amazed at dinner time as we got 3-course silver service by a group of lovely and very smart waiters. We were shocked that this was included in the half-board! Food was amazing, we couldn't fault anything at all. We had a brilliant time and enjoyed getting the shuttle bus down to Sorrento, it didn't bother us that we were high up, catching the bus up and down the hill was part of the fun! We loved it so much and we both agree that we will definitely be visiting the Art Gran Paradiso again(but only room 601!) in the near future! :)

  • Stayed July 2013
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank KayleyWood
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HGRANPARADISO, Manager at Art Hotel Gran Paradiso, responded to this review, 24 September 2013
Dear Valued Guest KayleyWood,

Thank you for your kind and detailed review about your stay at Art Hotel Gran Paradiso.

We are so glad to read that you have enjoied your stay, that the room was of your taste, that the waiters in the dining room and bar were smart and friendly.

We really hope to welcome you again in our hotel .

Yours sincerely,

Alberto
Hotel Manager
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cornwall
Level Contributor
6 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
Reviewed 21 September 2013

We thought that this hotel is good but our experience was spoiled by the "eyesore" that was about ten feet from our window.(room 222)
It seemed to be a smallholding but it looked like a gypsy camp with a derelict looking shack covered by cardboard . We could also see a number of large rusty drums or containers on a big table. We didn't feel like using our balcony because of this. We think that the hotel should screen the area because people staying in those rooms on the back will be disappointed.The hotel was full so we couldn't change to another room.

Everything else was very good especially the cheerful and friendly staff.

There seems to be an "arrangement" between the local buses and Taxis which needs to be stopped!
We went by local bus to Positano and then waited 1 3/4 hours for a bus to go on to Amalfi. In that time three buses arrived but the driver would only let about six people on the bus out of roughly 30 people waiting. Each driver then closed the doors and drove off with a half empty bus! At the same time a taxi would appear touting for business at 10 euros a passenger.
We abandoned our plan to go on to Amalfi and just managed to get on a bus back to Sorrento which again left passengers standing although it still had empty seats.
Sorrento will lose visitors if this kind of thing is not stopped.

J.B.

Room Tip: It is vital to choose a sea view room on the front because of what we described.
See more room tips
  • Stayed September 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank charlottecornwall
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HGRANPARADISO, Manager at Art Hotel Gran Paradiso, responded to this review, 24 September 2013
Dear Valued Guest charlottecornwall,

Thank you for your kind and detailed review about your stay.

I am sorry to read that the local buses were not reliable and that the view from your balcony was not nice.

We really hope to welcome you again in Sorrento.

Yours sincerely,

Alberto
Hotel Manager
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Brugge
Level Contributor
3 reviews
Reviewed 19 September 2013

Beautiful view over the bay, very friendly staff en delicious food. We very much enjoyed our stay here!
Only downside is that the hotel is located up the hill, and it's a quite the walk to the centre. But the hotel provides a regular minibus.

  • Stayed June 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank NeleBrugge
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HGRANPARADISO, Manager at Art Hotel Gran Paradiso, responded to this review, 24 September 2013
Dear Valued Guest NeleBrugge,

Thank you for choosing Art Hotel Gran Paradiso for your stay in Sorrento.

We are so glad to read that you have enjoied your stay.

We really hope to welcome you again in Sorrento.

Yours sincerely,

Alberto
Hotel Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Art Hotel Gran Paradiso

Property: Art Hotel Gran Paradiso
Address: Via Catigliano 9, 80067, Sorrento, Italy
Region: Italy > Campania > Province of Naples > Sorrento
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Shuttle Bus service Swimming Pool
Hotel Style:
#30 Luxury Hotel in Sorrento
#37 Family Hotel in Sorrento
#41 Romantic Hotel in Sorrento
Price Range (Based on Average Rates): ££
Hotel Class:4 star — Art Hotel Gran Paradiso 4*
Number of rooms: 99
Reservation Options:
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Also Known As:
Art Hotel Sorrento

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