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“lack of customer service, care and concern”

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Grand Hotel Hermitage & Villa Romita
Certificate of Excellence
Horley, United Kingdom
Level Contributor
22 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 18 helpful votes
“lack of customer service, care and concern”
Reviewed 21 May 2014

We arrived at the Hermitage Hotel 14th May in the afternoon, after getting to our room 502, we changed to go out for dinner. As we were walking out of the Hotel my partner slipped and fell over twisting her foot under her and landing with her full weight on her foot. We asked the Hotel twice to log the accident in an accident book and they did not have one, nor did any of the staff offer to assist us or call for medical help, I am absolutely disgusted by this! That night the hotel was noisy with guests arriving early hours of the morning 1am to 4am shouting in the corridor. Breakfast was dull stale croissants and bread, we ate only yogurts and had a cup of tea. The second night was noisy too.

On returning to UK my partner has been to the hospital and has 4 fractures plus soft tissue and ligament damage. We were in Sorrento to finalize plans for our September wedding,now we have had to make changes to accommodate for my partners injuries causing stress and worry and ruining our plans.

Not impressed by lack of concern by your hotel staff.There was only an offer of Ice as we were leaving the hotel. No concern at all when my partners foot was clearly swelling, bruised and black and blue.

We will be taking this further and writing to the Agent we booked through and ABTA.

  • Stayed May 2014, travelled as a couple
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Helpful?
2 Thank staglinger
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
RENATOHERMITAGE, Guest Relations Manager at Grand Hotel Hermitage & Villa Romita, responded to this review, 22 May 2014
Dear Sir,
First of all I 'm sorry for you partner and We wish a quick recovery.
I rember about you, I was by the desk once you have arrived you have booked for 2 nights stay in a standard room, you have received all the information , also i saw you the morning after,
you have not mention any complains about noise and quality of breakfast actually I spoke with you because I saw your partner not walking good if you need any medical assistance or any help for your partner and you answered also with a joke that istead of ice you needed a gin tonic.....
I hope to welcome again and give a better service.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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927 reviews from our community

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Rating summary
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Traveller tips help you choose the right room.   Room tips (278)
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English first
Malmo, Sweden
Level Contributor
23 reviews
common_n_hotel_reviews_1bd8 4 helpful votes
Reviewed 19 May 2014

I start with the best, the people. We had a truly great treatment from all in the staff during the one week stay. Warm, respectful and with humor. The hotel as well as the food was also good. The closeness to Santa Agata and the restaurant Don Alfonso is very valuable.

  • Stayed April 2014, travelled as a couple
    • Value
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Helpful?
2 Thank Dan F
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
London, United Kingdom
Level Contributor
19 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 27 helpful votes
Reviewed 18 May 2014

This is a lovely, friendly hotel with attentive and polite staff with one of the best views of Vesuvius and Naples you will find around Sorrento!

Rooms were comfortable and cool, with a balcony view of the bay. I found myself getting distracted by the view each time I sat down to read, no matter what time of day it was. The pool was clean and never too busy.

Going half board saved our lives on the days we had exhausted ourselves (e.g. climbing Mount Vesuvius) and I still dream of the meals we were served. I have never tasted tomatoes as good as on this holiday! Catering staff were friendly and cheerful but not overbearing. They would always try to tempt you with the dessert trolley, even if you were full of pasta!

The hotel offers a shuttle bus down to Sorrento station, which lets you hop onto the Circumvesuviana network with ease. Worth a walk to the local village of S'Agata through the lemon orchards too.

Please do not think twice about booking here - it's a wonderful little hotel!

(Visited August 2011)

Room Tip: Room overlooking the pool = room overlooking the sunset!
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  • Stayed August 2013, travelled with family
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Helpful?
4 Thank TheTravellingQuill
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
London, United Kingdom
Level Contributor
7 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 5 helpful votes
Reviewed 11 May 2014

We only stayed one night and probably had the cheapest room available, which was really dated, with a pretty bad shower and terrible pillows. The main problem was that it was also right over the main road which leads up from Sorrento.

Now anyone who knows Italy, knows that the Italians love their scooters and mopeds. So imagine trying to sleep as they rev the tits off their little 50 or a 100cc bikes to get up the very steep hill all night. Same can be said for the cars but not quite as bad. Even with all the windows closed the noise was pretty bad.

Breakfast was not that great either but service in general was good and it has a nice lounge bar. Just ask for a room away from the road and you should be alright. Terrace and pool looked nice but we did not use it.

Room Tip: we had 402 on the 4th floor. The lower the last 2 numbers, the closest you are to the road.
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  • Stayed May 2014, travelled as a couple
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Helpful?
Thank simonNFL
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GREENSBORO
Level Contributor
18 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 11 helpful votes
Reviewed 7 May 2014

To walk out on our balcony that first day brought tears to my eyes, and I don't usually cry over views. What a sublime spot. We were treated with unfailing courtesy and helpfulness by the staff. At first we said to each other, It's so far to Sorrento. But after one day in Sorrento, we were thrilled to get back to our paradise. Cool air, space, leafy walk up the hill to Sant' Agata. Oh, we adored Pompeii and Herculeneum--like everyone through history--but Grand Hotel Hermitage was our own special idyll. Be sure to hang out in the Orlando Bar in Sant' Agata! Separate review soon.

Room Tip: Ask for view out over the pool and down the mountain
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  • Stayed April 2014, travelled as a couple
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Helpful?
1 Thank Laurie72
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
West Wycombe, United Kingdom
Level Contributor
6 reviews
common_n_hotel_reviews_1bd8 4 helpful votes
Reviewed 30 April 2014

i was recommended this hotel( thank you Michael) and not dissapointed in anyway. Great views, helpful,friendly kind staff. good shuttle service and local bus stops outside. buses and trains very cheap and reliable would have to be a very confident driver for these roads.

Would I stay again ? YES! Great base for travelling the Almalfi coast area. hotel very clean and comfortable good pool a bit cold but was April would be fine later in the season.

  • Stayed April 2014, travelled with friends
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Helpful?
3 Thank allisonjf
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
High Wycombe, United Kingdom
Level Contributor
56 reviews
23 hotel reviews
common_n_hotel_reviews_1bd8 18 helpful votes
Reviewed 29 April 2014

This hotel was recommended to me and I was not disappointed! I have never stayed in a hotel with such great views. This looks over Sorrento out to Vesuvius, sea view. The staff are very friendly and helpful.
I would recommend a car if you are a good confident driver if not use public transport. Buses and trains are so cheap and regular. The hotel has a shuttle bus which is fairly frequent. We used that and the bus stop outside hotel and there is another stop in St Agata. Great base for Travelling to Vesuvius, Pompeii, Herculaneum (Ercalano), Amalfi, Positano.
I would certainly stay again and recommend it.
Very clean, nice pool and yes it's cold but it is April at the moment.

Room Tip: Room over the pool means room overlooking the bay
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  • Stayed April 2014, travelled with friends
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Helpful?
2 Thank bonita g
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Grand Hotel Hermitage & Villa Romita

Property: Grand Hotel Hermitage & Villa Romita
Address: Via Nastro Verde 9, 80067 Sant'Agata sui Due Golfi, Massa Lubrense, Italy
Region: Italy > Campania > Province of Naples > Massa Lubrense > Sant'Agata sui Due Golfi
Amenities:
Free Parking Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Suites Swimming Pool
Hotel Style:
#2 Luxury Hotel in Sant'Agata sui Due Golfi
#4 Family Hotel in Sant'Agata sui Due Golfi
#5 Romantic Hotel in Sant'Agata sui Due Golfi
Price Range (Based on Average Rates): ££
Hotel Class:4 star — Grand Hotel Hermitage & Villa Romita 4*
Number of rooms: 97
Official Description (provided by the hotel):
Nestled in woodland consisting of ancient trees and flowers, and overlooking the splendid Gulf of Naples, this tranquil hotel effortlessly blends tradition with modern amenities and services. Although the hotel is detached from the noise and chaos of Sorrento, it is within 10 minutes walk of the charming village of Sant’Agata sui due Golfi, which can be accessed via the hotel’s private path. Sorrento can also be reached on the shuttle bus service, which runs from May to October and stops in front of the hotel. Fitness point with a lovely Jacuzzi pool, and any massage treatment are available to enjoy and relax your holiday.Spend long days relaxing by the outdoor pool for adults and the smaller pool for children, or sipping drinks on the terrace overlooking the unique scenery of the Gulf. Discounts may apply for longer stays.Newly renovated, these rooms are furnished with a lovely terracotta tile floor and antique-style wood furniture, giving a sense of an ancient farmhouse villa. These rooms also have a wonderful view over the Gulf of Naples. All rooms are with individual air-conditioning and Wi-fi connection ... more   less 
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Also Known As:
Grand Hotel Sorrento
Grand Hotel Hermitage & Villa Romita Italy/Province Of Naples

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