Daniela

Our experience with one receptionist was really negative, even though the hotel itself is nice, well located, and some of the staff are friendly. When we booked online, we entered all our card details and thought we might already have paid. I’m used to Booking, where the room is usually paid for at booking or on arrival, so you don’t normally need to give card details again at checkout. We assumed the charge had gone through, but only wanted to check first and look in our banking app. The receptionist insisted in Italian that we had to pay. We don’t speak Italian, so I tried to explain in English what we wanted to confirm. She wouldn’t let us speak or ask questions. She made no effort to understand, put a finger right in front of my face in a rude shushing gesture, and used Google Translate only to tell us to close the matter. She made unpleasant comments and gestures in Italian, seeming annoyed that we spoke English and she didn’t understand. She may have assumed Spanish and Italian were similar enough for us not to understand what she muttered to another employee, but we caught some of it. When I asked for an invoice, she refused and cursed, naming saints and who knows what else. This is 100% real. We were within our rights to ask about the charge, and she turned the slightest doubt into a battle. In the end, we checked and the payment had not gone through, so we paid without any problem. We never refused to pay; we just wanted to confirm the information first. How can a customer not be allowed to speak, or be refused any effort to understand what they’re trying to explain? She was rude, impatient, and full of nasty gestures, as if she’d decided from the start that we had bad intentions. We felt sorry that, for whatever reason, she has to treat customers that way. If she was having a bad day, we’re sorry for her, but her treatment of us was totally inappropriate. We were polite; she wasn’t. This should be looked into. As we were leaving, I used Google Translate to tell her she hadn’t treated us well and that I wanted her to know in case it might help. She read it and didn’t react at all. Based on our experience, if you want to be treated kindly by nice, well-meaning people, I wouldn’t recommend this hotel.