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“Totally baby-unfriendly, unhelpful and disinterested staff”

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Tui Sensimar Grand Hotel Nastro Azzurro
Ranked #1 of 12 Hotels in Piano di Sorrento
Certificate of Excellence
Stoke on Trent
Level Contributor
3 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 6 helpful votes
“Totally baby-unfriendly, unhelpful and disinterested staff”
2 of 5 bubbles Reviewed 21 June 2010

We stayed here with a large party of people, of all ages.
Myself, my husband, and our baby were in one room. However, the room was totally inappropriate for a baby. It was so small, we had to move around furniture to fit the cot in, and move the cot to open the balcony door. There was almost no storage, so we were living out of our suitcases.
There was no kettle in the room (despite lots of other rooms having kettles we were not put in one). When we pointed out at reception that we have a little baby who needs formula milk making up at all hours of the day, and please could we have a kettle putting in our room, we were told no. We asked if we could be moved to one of the many rooms that DOES have a kettle. We were told that kettles were only in superior rooms and so we should pay more for them (even though these rooms were randomly allocated to our large party and several of them had received superior rooms at no extra charge.) But they said that none of these rooms were available for us now anyway. They were so unhelpful, and really did not care, even when we explained that our baby would be waking up early in the morning crying for a feed, and it was unfair that a kettle could not be made available to us. Instead, we had to leave the room, and ask at the bar for some boiling water to make up our bottles instead. Anyone with a little baby will know that this is extremely inconvenient.
Our room did not have a bath, although again, some of our party had been randomly allocated rooms with baths. We had to walk across the complex every evening to our friends/familys rooms with baths to bath our baby.
Every other room in the complex had shutters which you could put over the doors and windows to totally block out the sun. We were in one of the 3 rooms which didn't have these, meaning that our baby's cot which was squashed up against the balcony door, had the bright sunshine shining on it, waking our baby up very early every morning.

These issues would probably not have made a difference to a couple without children, but these are the things that can really affect a holiday with a baby, and it meant that we could never relax in our room. We feel that in a large hotel like this, they should be more symapthetic to a family's needs, and have had the foresight to at least provide a bath and kettle (or to have been more accomodating when we complained at reception).

Also, there are no baby changing facilities at any public areas of the hotel, with some of the eating areas without high chairs.

On the last day of our holiday, we happened to notice that our air conditioning unit was full of brown sludgy water, which had been blowing out at us for the past week! Nice.

On the plus side, the all inclusive aspect of this hotel was brilliant. The food quality and choice was really good, with fresh, healthy foods available at every mealtime, and silver service in the evenings. The bar staff are very relaxed about serving alcohol, providing named spirits and beers instead of local brands. You can even go to the bar and get a round of drinks for several people in one go, which I understand that you can't do in most all inclusive hotels.

The waiters on the whole are very friendly and polite, and provide a really good service. I know some others in our party had some issues with some of the staff being a bit 'overfriendly', but as we didnt experience that ourselves, I cannot really comment.

The hotel is in a nice location, with stunning views all around. It is very far out of town, and not within walking distance of anywhere really. The hotel does provide a free bus into Sorrento which runs quite regularly until 11.30pm and always arrives and leaves on time.

The majority of the reception staff do not speak good english, so it was hard communicating with them at times.

It was the reception staff and mainly the management who really let this place down. It advertises itself as a high end 4 star accomodation, and although the public areas, and the food and the drink do live up to this, some of the rooms are totally unacceptable, and are worse then some 2 star hotels we have stayed in in the past.

Perhaps this hotel should consider becoming an adults only hotel, unless they can become more accommodating to families with babies.
I would recommend this hotel to people without children, but would not recommend it to families.
We stayed in room 136, so avoid this room!!

  • Stayed June 2010
    • Value
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    • Service
Helpful?
2 Thank MrsT83
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4.5 of 5 bubbles
  • Rooms
    4.5 of 5 bubbles
  • Service
    5 of 5 bubbles
  • Value
    4.5 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
Traveller tips help you choose the right room.   Room tips (578)
Date | Rating
  • English first
  • French first
  • German first
  • Hebrew first
  • Italian first
  • Portuguese first
  • Spanish first
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English first
York
Level Contributor
8 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 10 helpful votes
5 of 5 bubbles Reviewed 19 June 2010

We have just returned from 2 weeks holiday and I felt I had to comment on the brilliant welcome we received at the hotel nastro azzurro. All the staff from reception, the bar staff, waiting staff and the cleaners were very friendly and hepfull. We had no complaints at all.
We stayed all inclusive and found the food to be good quality and we enjoyed fresh salads and fruit, pasta, pizza, local specialities of fish and meat dishes. The cakes were beautifull. Breakfast was both cooked and continental.
The all inclusive drinks package had been upgraded to include branded spirits and bottles of local wine which we found to be quite palliatable.
The hotel offer a complimentary shuttle service to Sorrento which takes approx 15 to 20 minutes, we found this to be very usefull, best to book the day before especially if you want to go to the market on tuesday mornings. We also used the local train to get to Pompeii and Herculaneum.
Would highly recommend.

  • Stayed June 2010, travelled as a couple
    • Value
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Helpful?
5 Thank SusieYork
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
paris
Level Contributor
6 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 5 helpful votes
5 of 5 bubbles Reviewed 6 June 2010

We stayed in the Occhio Marino part of the hotel. The room was very good we had a four poster bed which was very comftorable. The bathroom contained a bath and shower which was needed for a long soak after walking around Sorrento and Pompei.
The weather during our week was very changeable, to cold to sit out on the terrace during the evening. We did not use the pool as it was to cold due to the weather being mostly cloudy.
The food was very good, it is the only all inclusive hotel that I have stayed in that had smoked salmon for breakfast! All the meals are waiter serviced with a good choice on the menu. The gala night on Thursday evening was excellent.
The drinks on the all inclusive package include brand names. Peroni beer also.
The hotel has a courtesey bus into Sorrento, book it well in advance as it gets fully booked quickly, do not be late at the pick up point in Sorrento as the driverwill not wait , a
taxi back to the hotel will cost about 35 euros!
we thought the hotel was very good the only downfall was the weather but there is enough to do and see in Sorrento and the surrounding area,

  • Stayed May 2010, travelled as a couple
    • Value
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    • Cleanliness
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Helpful?
2 Thank arabella8paris
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Glasgow
Level Contributor
64 reviews
17 hotel reviews
common_n_hotel_reviews_1bd8 52 helpful votes
4 of 5 bubbles Reviewed 27 May 2010

Just returned from a weeks stay at this hotel, on an all inclusive basis. We had a great time and am glad we chose this hotel. Our room was in the Occhio Marino, which is in a separate building from the main reception, bar and dining room. It is closer to the pool and has the most fantastic views of the sea and the mountain. Our room had 2 single beds pushed together and were not the comfiest. The room had a mini fridge and 2 large balconies.
Food:
Breakfast was very disappointing. The usual continental type food, but not great quality. We were told the coffee was undrinkable so had the tea!
Lunch was served by the pool and was a good selection, pasta, pizza, veal, chicken, fish and salad.
Dinner is 4 courses!! Good selection of salad. The pasta dishes tended to be very al dente! Main couse was always meat or fish, nothing for veggies, but you can get 2 of the anti pasta dishes if you wanted.
The staff are very polite and well mannered. At dinner you get seated and a waiter gets your drinks, it is all very professional .

Drinks: If you go all inclusive branded drinks are included!! Which is great as the local brands were not the best. The wine was rather disappointing for Italy, I expected much better, we thought the rose was the best. If you are not all inclusive then the prices of the drinks are quite expensive, e.g. 8.50 for vodka!! The bar staff are good and work very hard, we tipped the staff but you don't have to as everyone gets the same service.

The hotel is 7km from sorrento centre, on a very dangerous road, you wouldn't be able to walk. The hotel offer a good courtesy bus service, which has to be booked in advance. We used this everyday, we heard a couple being charged 45 euro for a taxi!!
We used the hotel as a base to see sorrento, capri, pompei and vesuvius. There is so much to do, although its a lovely place to laze around the pool too.

All in all had a great time and am considering returning with family.

  • Stayed May 2010, travelled as a couple
    • Value
    • Location
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    • Cleanliness
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Helpful?
2 Thank AG2010
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Lanarkshire
Level Contributor
46 reviews
16 hotel reviews
common_n_hotel_reviews_1bd8 28 helpful votes
5 of 5 bubbles Reviewed 4 March 2010

The title came from my first stay at the hotel 7 years ago. We went into the tourist information and the chap behind the desk called the Nastro Azzuro "the hotel in the sky". The location is why we chose it and also why we went back again.
This as to be one of my favorite hotel and that's why we went back in July 2009. My brother and his family from Cornwall joined us on this holiday. I had told them about our visit there in the past and had hoped it would not disappoint them or me.

There flight arrived before lunch and they called us at the airport to say they were delighted that I had suggested the hotel to them. I was so relieved as it was quite expensive but it was All Inclusive.

On arrival we noticed that the reception/lobby had been extended which made it look even more opulent. The new Marino Resort had been added and the grounds were lovely.
We had 4 rooms between us and our children’s ages ranged from 5 - 17. Our rooms were quite spacious cleaned every day. The staff were friendly and always had a smile no matter what the time of day was. They obviously work long hours but are smart and efficient as well as charming.

There was a problem about money going missing from some of the rooms. Luckily it did not happen to us and would not put us off going back again.

The pool area could do with a make over but ewe here it is getting an upgrade in 2010.
It’s not near the beach but who needs sand when you can sit at the pool and enjoy the panoramic views from the hotel in the sky.
All 10 of us had a great holiday and will certainly be back

  • Stayed July 2009, travelled with family
    • Value
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    • Cleanliness
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Helpful?
2 Thank travellertweeds
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
New York City, New York
1 review
4 of 5 bubbles Reviewed 9 February 2010

The hotel is very nice but if you are looking for night life or easy access to where everything is and the action then do not stay here. I stayed in the hotel with friends while on a group tour being my first time in Sorrento and the tour company picking the hotel we had no say or had no idea that the hotel would be located above a high hill that made you feel like you where on a mountain top or maybe we were. From up there you cannot appreciate the views because its too high up and too alevated to go up and down if you are elderly or have bad knees of had a bad foot as i did at that time i visited. So to get around the group relied on paying for taxis to get in an out of the hotel after our couch bus was gone for the day.

The hotel also has very bad internet service they would want you to pay upfront for ex amount of hours to connect to their internet service yet there's little or no way to make sure that you account gets disconnected because although you think you logged out of your account the next person can access the internet still on your account running. We encounter this many times by people from other tour groups or our own that when we go back to use our account the minutes where gone or we found that we instantly connected to the last users account with out being prompted. The hotel just made excuses and never took care of the problem or made any attempt to credit us or try to find any kind of resolution to it.

My bed was also a problem from day one. I had requested a queen size bed and instead was given a king. I am one person and did not feel i needed the kinb but i was told that it was the only room available. On my first night trying to sleep i sat on the bed and found the the bed had a broken leg so down to the floor i almost went i complained about it and they did nothing to even repair it. I requested to change rooms and this was never done they said that all rooms are book but during our stay there there may have only been 30 people there from my tour group and another elder tour group, the hotel practically empty and they did not fix the bed or moved me to another room. The shower also had no curtain or and glass door or front wall so when ever you showered all the water went all over the bath room. I found that to be rediculous because everything in the room got wet when ever you tried to wash you hair or turn in the shower. The walls were also paper thin. My room was down the hall away from the elevator and when ever someone stood by the elevator talking i could hear them. If people talked on the next room or had the tv on I could hear them. The food at the restaurant was always good we had hand made pastas, salmon, rabbit and other items that i had no desire to try but was good as told by my friends. The pastries and breakfast was also very good but the eggs were always way under cooked specially the scrambled.

Aside from all the tours and seightseeing we did each day i would had been completely desappointed if i wanted rest and relaxation at that hotel. I do not recommended based on it being the worst location unless you are a celebrity and want nothing to do public interaction.

  • Stayed March 2009, travelled on business
    • Value
    • Location
    • Sleep Quality
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    • Cleanliness
    • Service
Helpful?
Thank Alliah P
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Basildon, United Kingdom
Level Contributor
64 reviews
18 hotel reviews
common_n_hotel_reviews_1bd8 43 helpful votes
5 of 5 bubbles Reviewed 6 January 2010

I read the reviews on this hotel and was unsure when i was going but once i got there WOW was i amazed. It was the best holiday me and my boyfriend have been on together. We are both 20 and we found this was great for young couples. The food is the most amazing food ever - the menu is always changing so you have different dishes all the time - lunch by the pool (try the pizza and the spag bol both AMAZING). I would definaltely go back. We were very lucky with our room - there were no problems (except the safe would not open - but manager came up straight away and resolved) - some said they had problems with their rooms but i thought they were amazing. The pool has alot of ants around the edge and at the toilet but if you run to your room to go toilet you are fine. A+. All i can say is do not read the reviews and go for it ! everyone has their own opinion but eveyrone i spoke to didnt want to leave. This is on my list to go back and they do great excursions.

  • Stayed September 2009, travelled as a couple
    • Value
    • Location
    • Rooms
    • Cleanliness
Helpful?
4 Thank stephaniey0ung
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Tui Sensimar Grand Hotel Nastro Azzurro

Property: Tui Sensimar Grand Hotel Nastro Azzurro
Address: Via Nastro Azzurro 20, 80063 Piano di Sorrento, Italy
Region: Italy > Campania > Province of Naples > Piano di Sorrento
Amenities:
Bar / Lounge Fitness Centre with Gym / Workout Room Free Breakfast Free Parking Restaurant Room Service Spa Swimming Pool Airport Transportation
Hotel Style:
Ranked #1 of 12 Hotels in Piano di Sorrento
Price Range (Based on Average Rates): ££
Hotel Class:4.5 star — Tui Sensimar Grand Hotel Nastro Azzurro 4.5*
Number of rooms: 123
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Also Known As:
Grand Hotel Nastro Azzurro & Occhio Marino Piano Di Sorrento
Grand Hotel Nastro Azzurro And Occhio Marino Resort

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