Moonlight Hotel & Suites

We arrived late in the evening with our family and only then found out that our reservation had been canceled, with no warning. Staff had called several times to ask when we'd arrive but never mentioned a problem. We were left stranded and had to find another hotel at a much higher cost. The place also isn't a real hotel. The photos give the wrong impression: it occupies a small, shabby part of the second floor in a rundown building. Getting in meant going through a dirty, dilapidated alley and carrying our luggage upstairs because the elevator didn't work. The owner who greeted us was rude and showed no consideration or professionalism. The whole experience was chaotic and stressful. Avoid it if you value reliability and basic courtesy.

We came away really disappointed. We booked an apartment for four people but were given a room with four beds. This is more like a guest house than a hotel, with only two rooms on the floor. They promised a varied breakfast, but every day we were there it was just bread, salami, and cheese. The staff were very impolite and didn't really know English. The oldest lady was especially rude, and acted as if she didn't want us as guests. Don't even think about staying here!!!!!!!!!

The room itself was clean, with air conditioning and a fridge. The cleaner and maintenance man was friendly and helpful, as was the younger receptionist who worked evenings. But I wouldn't recommend booking this place, especially if you're with someone elderly. It's on the second floor, and nobody mentioned access issues when we booked. There was a small two-person lift, but it had its own problems. Breakfast was a disaster: very little choice, no butter for two days, and when we asked, all we got was shouting and a NO. The coffee machine was broken from the first day, with no alternative offered. Pastries were left open where flies could get to them, and the owner turned off the air conditioning in the breakfast room, making it very warm. The owner at reception was rude throughout, with no customer service, and was exceptionally unprofessional. We felt very uncomfortable. I didn't break the coffee machine. It was already broken the first day we arrived, so I made coffee by putting a pod in a mug of kettle-boiled water. You shouted loudly on the phone right outside my brother's and my nieces' rooms, and said that was acceptable. But you said a quiet whistle in the food room, away from the bedrooms, was wrong? Your hotel description says breakfast is available. When we asked before leaving the UK, there was no airport transport.

My stay had other bad details too, but briefly, I would never recommend this place to anyone. I don't know where the high rating comes from. This isn't a real hotel, just part of a floor in an old building in downtown Catania, divided into rooms with a small reception. To reach my room I needed four keys: one for the building door, one for the elevator, one for the suites' entrance, and one for my room. The owner runs the place and wouldn't let my cousin wait in my room while I got ready to go out, saying it was against hotel policy. She literally said, “I am the owner and I am the one who puts the rules.” I asked my cousin to come in anyway, and she threatened to call the police. After I said I'd leave a bad review on Booking, she immediately marked my stay as “No Show Up” to stop me writing anything negative. This was the worst facility I've ever stayed in.