Il Principe Hotel

We booked for the central location and expected a decent standard from a four-star hotel. At check-in, around 21:30 on the first night, the room looked old-fashioned, which we didn't mind, but it was very dirty. There was dust everywhere and piles of hair under the bed. The small blankets smelled bad and had no covers. We were exhausted, so we slept. We complained the next day and asked them to clean. Reception said they would, but when we got back, only the towels had been changed and the room was otherwise the same. At checkout, the manager barely listened, insisted it had been cleaned properly, told us to post online if we wanted, and even yelled at us in Italian. I'd seen many similar comments afterward and regretted booking here. I recommend avoiding it, or they should charge less than half the current price. Breakfast was mediocre too, just cold eggs, cold vegetables, and some pastry.

I paid 134 € in cash for an extra night at this hotel, where I was already staying for an event. There was no hot water, so in January I had to take an ice-cold shower. I told reception around 21:00 as I headed out, hoping they'd fix it before I returned. At about 01:00, nothing had been done. There were no empty rooms, though the receptionist said he could find somewhere for one quick shower and asked, 'You wouldn't shower at this time of night anyway, right?' I'd just come back from a dance night and needed a shower, so I declined and washed with cold water again before bed. The next day I asked for some refund. A clean bed, bathroom, and hot water are basic for an expensive four-star room, especially at 134 € a night. The manager said he'd discuss it with the owners and let me know before I checked out three days later. Nobody updated me, despite my reminders. On checkout morning there was still no refund or answer, and reception told me to email. I sent two emails. The reply claimed I had been offered another room and freely chose to stay, which wasn't true. Management failed badly in my experience. The rooms were dusty and old, as other reviews mention, and this was definitely not worth the price. You can't sell an expensive room with a broken facility and then act as if nothing happened or lie to a customer. I told them in person and by email that I'd share the details on review sites. Even a cup of coffee or a kind apology from the manager would have helped, but they did nothing. Their response below shows their attitude, and confirms my review title: 'Very bad customer service.' Update after the facility's reply: the hurricane happened a week before I checked in. I'm sorry for the damage it caused, but I can't be responsible for paying for it. The hotel was full because of the event that weekend, and they know that. They also know nobody offered me another room that night or on any other night. Even if they'd offered a change, asking a guest to repack at 01:00 should come with fair compensation when the room costs 134 €.

I stayed here once in January 2025 and had a great experience. But I was back a week ago with a friend for a dance event, and I'm shocked by how management handled her complaint. She arrived a day before me and paid 134 EUR in cash for a double room. There was no hot water, so she had to shower cold while reception failed to resolve it. The next day, we asked the manager for at least half her room charge back because of the inconvenience. He said he'd look into it and get back to her, but over the next three days she followed up without getting any response. Only after she left did management email to claim reception had offered her another room. That's false. The hotel was full for the dance event, and the only suggestion was that she shower in another guest's room. My friend posted a review explaining what happened. Management responded by calling her a liar. I'm disappointed by the unprofessional behavior and the lack of manners toward polite guests asking for the basic right to hot water in a supposed four-star hotel.

The staff did try to help, and the rooms are all different, so be clear about what you need. We travelled with two adults who needed specific rooms for physical issues, and those rooms worked well for them. They advertise WiFi, but it doesn't reach everywhere. They also say there's a bar, but there isn't, and the advertised steam room wasn't there either.