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“Fight for Your Rights”

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Eurostars Hotel Excelsior
Ranked #13 of 186 Hotels in Naples
Certificate of Excellence
Los Angeles
Level 6 Contributor
157 reviews
29 hotel reviews
common_n_hotel_reviews_1bd8 156 helpful votes
“Fight for Your Rights”
Reviewed 19 May 2013

We are fortunate to travel the world and among those travels are stays at almost every Starwood Luxury Collection (former Ciga) hotel in Europe. The Excelsior fails terribly in trying to live up to those lofty standards of its brother and sister hotels.

For one thing, the staff - especially the front desk, being the people you see first and last - are a hapless lot. No one smiles. No one says "buon giorno" in the morning or "buena sera" when a guest returns at the end of the day.

Beyond that, at least some of the staff are outright hostile. I had a full blown argument over whether an SPG Gold guest is entitled to free Internet (answer: it has been an SPG Gold benefit since March 2012). I had a similar argument over whether an SPG Gold guest receives a room upgrade upon availability at check-in. I was told that we were upgraded to a Deluxe Sea View room. When I noted that this is exaclty what I had booked, I was told that we were given a "Super Deluxe" Sea View room. I have yet to find the Super Deluxe Sea View Room category on the hotel website. The intercession of the hotel manager resolved both issues the next day and we resolved to turn the page and start the stay with a fresh start.

However, for the hotel to completely ignore our 25th wedding anniversary - noted in the reservation - is inexcusable and unforgivable. Not a "congratulations" from any hotel staff member, not a note in the room, not a piece of fruit or a solitary biscuit to mark the ocassion, and this from a hotel in whose class the Gritti in Venice and Imperial in Vienna will send a note just welcoming a guest and certainly send something to the room because that is simply what great hotels of the world just do, even if it is not a birthday, anniversary or other special event. In fact, the Gritti presented every departing lady with a personally chosen gift, compliments of the management.

The hotel is physically lovely in the public areas, and quite nice in the private accommodations (althoguh the junior suite to which we were upgraded on Day 2 was quite a bit nicer than the "Super" Deluxe Sea View room). But all the money in the world can't buy class and that, sadly, the Excelsior lacks.

Room Tip: Sea view room, third floor is farther from the street but still has very high ceilngs. There were ab...
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  • Stayed May 2013, travelled as a couple
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Helpful?
4 Thank fantasticv0yage
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Los Angeles, California
Level 6 Contributor
392 reviews
50 hotel reviews
common_n_hotel_reviews_1bd8 176 helpful votes
Reviewed 18 May 2013

This hotel is probably the best in Naples though we did have some issues. We arrived at 12:30 pm after flying about 20+ hours and checked into our lovely room which was on the first floor. However there was also a very loud party on the ground floor making it impossible to sleep. However, we noticed we had no internet either but were too tired to worry about it. The next day we were actually given a room on the third floor after being told that our room on the first floor could not get internet reception (???). But that suite was much nicer anyway and we could not hear the party room goings on. It seems this is quite the wedding mill. The front desk is totally indifferent, they don't say hello or goodbye so we didn't trust them with anything we might need, i.e. reservations. The hotel is very convenient and the location is first rate with incredible views of the harbor and mount Visuvious. The location of the breakfast on the top floor is first rate, though the food and choices have much to be desired for.

Room Tip: Ask for a roon facing the harbor not on the 3rd floor or above to escape the noise of the many weddi...
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  • Stayed May 2013, travelled as a couple
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Helpful?
2 Thank Lasa88
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Boston
Level 6 Contributor
101 reviews
38 hotel reviews
common_n_hotel_reviews_1bd8 60 helpful votes
Reviewed 12 May 2013

We stayed at the Hotel Excelsior about ten years ago, prior to the birth of TripAdvisor. We found the sea view room to be extraordinary, the price reasonable, and the breakfast on the terrace lovely. So we came back, with friends, despite the somewhat mixed reviews on this site. Physically, this hotel is first class. The common rooms on the ground floor, the new spa and restrooms in the basement--are noteworthy. Our sea view room was very large, nicely appointed in a style appropriate to the hotel, but was a bit empty of furnishings given its size. This point is interesting since so many comments on this page have complained about the quality of their room. We and our friends were quite satisfied with the physical aspects of the hotel. However, our friends had a room where wireless could only be reached in their bathroom! And we were disappointed with the front desk. Although those at the desk were polite and friendly, on two (2) separate occasions, we requested that they make dinner reservations for us, and they failed to do so when we returned in the late afternoon. Once could be an oversight, but two? In the second case, they made a reservation for us in the hotel restaurant. We cancelled and went our own way. During our four hotel days in Naples, breakfast was served twice on the upstairs terrace--one of the prime reasons that we went to this venue--and the other two days was downstairs in the ballroom. We know not why, but we were disappointed. Overall, the experience was fine, and I would use the hotel again. However, there is room for improvement. I would rate the front desk at 2-3 stars, the rooms 4 stars, and the common space 5 stars. By the way, dinner on the terrace was quite nice and quite good albeit not extraordinary.

Room Tip: Sea view. Even the low rooms on the main street are okay since the street is now closed to automobi...
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  • Stayed May 2013, travelled with friends
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Helpful?
1 Thank BFBoston
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
New York City, New York
Level 4 Contributor
27 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 17 helpful votes
Reviewed 29 April 2013

We stayed at the Excelsior in late March 2013. While we found the rooms rather plain, the view to Capri, Mt. Vesuvius and the harbor certainly made up for that. The two sea view rooms we had were large and comfortable with large, clean ( if somewhat dated) baths.Everything else was wonderful. The staff was very pleasant and accommodating - the front desk was nice, the housekeeping was very good ( our kind housekeeper helped us retrieve something that had we had accidentally thrown away). MASSIMO, the bar tender was terriffic! An elegant man in a crisp white jacket, he made us feel at home and as if we were important guests. While the hotel was a peaceful respite from the chaotic streets of Naples, Massimo really made this place stand out.

We also loved the breakfast on the rooftop with a view to Capri. Here the staff was also very welcoming. I think we were there at the beginning of the "season" and there didn't seem to be a lot of food choices but enough. It didn't seem as if the hotel was very full in March.

The weather was warm&dry. Perhaps because of this and the fact that Via Partenope has recently become traffic free, we did hear people out by the waterfront until the early hours of the morning. If possible, I would recommend putting on the AC and closing your windows on weekend evenings.

The hotel is a 10 minute walk along the waterfront to the ferries to Capri & Ischia and close to Da Ettore Pizza and dell 'Avvocato on Via S. Lucia as well as Piazza Plebescito and the via Chaia as well as some of the high end shopping streets in Chiaia ( a 10-15 minute walk for those who love to walk). We would definitely stay here again especially with children since this area seems less hectic and the hotel more family friendly than some of the (few!) other high end hotels in Naples.

Room Tip: Ask/pay up for a sea view.
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  • Stayed March 2013, travelled with family
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Helpful?
1 Thank mcallisterjones
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Edinburgh, United Kingdom
Level 4 Contributor
36 reviews
14 hotel reviews
common_n_hotel_reviews_1bd8 37 helpful votes
Reviewed 23 April 2013

Old worldy type hotel with good and not so good points. The staff were helpful and friendly especially < I think his name was Max, in the bar and the reception staff who were very helpful in tracing our luggage which appeared two days after we arrived. The rooms are not the prettiest but are very clean and have the amenities you would expect. The bed lined was changed twice a day which , together with a very comfortable bed made of great sleep quality. We had breakfast each day served on our sunny balcony facing across the bay, beautiful. On our late arrival we ordered a round of sandwiches which were 4 large slices of dreadful floppy , white bread cut in half and little or no filling, looked and tasted disgusting. The rooftop restaurant on the other hand is a delight for lunch with great food and wonderful views.
Mostly this hotel was good but needs to catch up with standards of others in their star rating

Room Tip: Ask for a side street with a balcony room overlooking the volcano, a fabulous place to take breakfas...
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  • Stayed April 2013, travelled as a couple
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Helpful?
1 Thank magifood
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Schaffhausen, Switzerland
Level 4 Contributor
30 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 15 helpful votes
Reviewed 22 April 2013

I would give this place (a 3 instead of the 2 I considered briefly), because they were quick to help rectify a guest-count issue at check in (no fault of theirs- Starwood website defaults to 1 guest when changing searches)

Now, to explain the remaining score of 2.

One for the location (like the other hotels on that street but with a corner location). One for the daytime concierge (also top notch and took his time to explain stuff and the reasons for it- well done!).

Rooms are disappointing. Furnishings are staid. Sound proofing is one of the worst encountered at such a hotel- we could hear next door showers, toilets, people (and on our last night there, from 11pm-1:00am!)

The 7th floor restaurant (also had breakfast buffet there on the days we were there- normally downstairs) and 8th floor bar offer fantastic views, so may be you could check those out over a drink/meal and not stay at the hotel to experience these.

The breakfast service was terrible at best. On Day 1, we asked for a baby seat and got one with food all over it that we proceeded to clean ourselves. Someone came to address only when they saw us do it. On Day 2, we asked for a baby seat and were told it was on its way. It showed up 20 mins into breakfast. Our 2-yr old, like most, prefers not to wait 20 minutes after they sight their first meal of the day. We were looking forward to our coffee on EasyJet (yes!) on the flight back, because it was warmer than what this hotel serves. The buffet itself is disspointing for a hotel of the claimed calibre. No fresh counters (pre-made scrambled and boiled eggs). Juices were not fresh or natural- flavoured/pre-made/canned variety. Only two types of sliced bread, one of which ran out on both days and was only replaced when asked. Glasses for Prosecco, but Prosecco bottle replenished once in a while. In short, not becoming of a Luxury Collection hotel.

Lastly, I have to admit that this review is contrary to this hotel's rating of being rated the second best in Naples. May be we were unlucky, or may be, if this really is the second best, it's slim pickings on hotels in Naples!

Room Tip: Choose another hotel.
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  • Stayed April 2013, travelled with family
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Helpful?
5 Thank UniqueCap
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Baltimore, Maryland
Level 5 Contributor
69 reviews
29 hotel reviews
common_n_hotel_reviews_1bd8 31 helpful votes
Reviewed 8 April 2013

This was my first stay ion Naples and only stayed three nights. This hotel was very nice, clean rooms and all of the expected amenities. Beautiful location, right across from the old fort. nice sunrise location for breakfast. I was there in January so there was little activity and few people but the stories of summer sound very interesting. There are many food opportunities close by. All with good food and great service.

  • Stayed January 2013, travelled on business
    • Value
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    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank embassyworker
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Eurostars Hotel Excelsior

Property: Eurostars Hotel Excelsior
Address: Via Partenope 48 | Lungomare Caracciolo, 80121, Naples, Italy (Formerly Hotel Excelsior)
Region: Italy > Campania > Province of Naples > Naples > San Ferdinando
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Restaurant Room Service Wheelchair access
Hotel Style:
#8 Luxury Hotel in Naples
#10 Business Hotel in Naples
#15 Romantic Hotel in Naples
#19 Family Hotel in Naples
Price Range (Based on Average Rates): ££
Hotel Class:4 star — Eurostars Hotel Excelsior 4*
Number of rooms: 101
Official Description (provided by the hotel):
The Eurostars Hotel Excelsior is located close to Castel dell'Ovo, with spectacular panoramic views of Vesuvius, the Gulf of Naples and the paradise islands of Ischia and Capri. Every space of this classic building is elegantly decorated, with Murano crystal lamps, Carrara marbles, fabrics and silk coverings. The Eurostars Hotel Excelsior offers beautiful and luxurious event rooms with views of Vesuvius and the Gulf, with large, stylish windows and refined decor. The hotel has 109 luxury rooms and 14 suites of different categories with an elegant interior design and the best services. Here you will also find the excellent Ristorante La Terrazza, located in the roof garden on the last floor of the hotel, offering high quality Mediterranean cuisine and stunning views of the Bay of Naples. ... more   less 
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Also Known As:
Excelsior Hotel Naples

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