Grand Hotel Savoia Genova, Curio Collection by Hilton

We had a great four-night stay. The rooms were lovely, comfortable and very clean, and the staff were excellent and went out of their way to help with anything we needed. They even arranged a babysitter for our three-year-old son. We tried the spa too, and it was a great addition to our stay. Recommended for couples and families.

The hotel was beautifully decorated and clean, with a great breakfast and location. Customer service from management, though, fell short. Right after we booked the neighbouring hotel, which we chose specifically for its spa, we were “upgraded” here. Nobody told us the spa was unavailable at either hotel, from booking all the way through to check-in. When we arrived, staff didn't offer any complimentary or compensatory service for leaving out that important information.

We’re staying here for two nights before heading off on a Transatlantic cruise. This hotel is easily in the top 1% of places I’ve stayed. The service is amazing, the room is beautiful and well appointed, and the free continental breakfast was the best I’ve ever had.

The hotel was nice, but the front desk experience was baffling and frustrating. At check-in, the first thing we saw was a banner for a “gratitude payment”, basically a voluntary tip scheme, instead of a welcome. Since we were only there for one night and hadn't had meaningful contact with staff, I called to opt out. They said they’d check my bill to ensure it was removed. The next morning it was still on the invoice. I was already on a business call while my family tried to check out, and staff insisted we had to pay with a physical card. I’d run out of patience, so I tapped my phone and it worked immediately. No apology or acknowledgment. For a hotel that claims five stars, this felt like amateur hour. Good service means clear communication and competence, and letting guests get on with their stay and planned journey without unnecessary friction. Surprise “gratitude fees” don't do that. Edit: Funny response. Did they even read my post? I called them the day before, and it was still on the invoice.