Grand Hotel Royal e Golf

I’ve emailed the Gen Manager, Pamela, four times and the front desk as well, but have had no reply. I called four times too, and they never put me through to the manager. I’m sharing the message I sent below. Hello Pamela, it was nice to meet you earlier. As we discussed, I’d like to pass on feedback about my stay for you and the owners. I understand the hotel is an old building with a grand heritage and history. But the marketing and prices promise high-quality furnishings and service, and that wasn’t what we found. The hotel needs major improvement and investment. In my view, it isn’t a five-star luxury experience. There were problems throughout. In room 506, the bath surround had badly applied silicone, and in room 507, the shower door was broken and the shower very small. The steam room was in such poor condition and so unclean that I considered it a health hazard. The dip pool was dark and appeared to have no water. The gym was cluttered, dirty and dangerous, with torn material at the pool entrance, rotten unpainted wood and rust on the equipment. There was nowhere to put a towel or dressing gown when entering the pool. The bar ceiling was stained and peeling in places, and the emergency door in the breakfast room was hidden behind a curtain, with rust and foam in the seams. The lift interior was in poor condition, the fifth-floor corridor carpet was dirty, and the reception seats were stained and dirty. Twice, a woman entered my room without knocking while I was inside. The connecting door in my room let me hear my neighbors’ every move, snoring and private intimate activities. The list could go on. I sympathize with you as GM if the owners won’t fund the hotel. But it’s disgraceful for a beautiful hotel to market itself as five-star and charge more than €600 per night. We spent €6600 for five nights, and I consider that deceptive and fraudulent. I needed to tell you these things in the hope that something can be done, and to let people considering a stay know the reality of the hotel’s poor standard.

The food was okay, the staff friendly and the location excellent. But this is sold as a luxury hotel, and it doesn’t live up to that. The spa is in terrible shape, the gym can’t be used, access to the pool is poor, and the water isn’t warm as the website says.

My husband and I had lunch at the cafe. We’re vegan, and checked that the beyond burger would be vegan without mayo. When it arrived, the bun clearly had a butter glaze. We asked if the bread they brought us was vegan; the server said she’d check with the chef, but never came back with an answer. Nobody checked in after bringing the food, either, so we eventually got up to find the server and pay. She asked if we wanted the receipt. My husband said no, thanks, but she handed it to him anyway. We know service in Italy can be slower and more relaxed, but this felt inattentive and careless. The peaceful, relaxing location was the only redeeming part. Overall, it wasn’t a good experience.

I came in for a drink and stayed at another hotel. The service was cold from the moment I walked in. My beer took 20 minutes to arrive, and the pour was terrible.