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.
- 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