Hotel San Trano

The mattresses and pillows were awful, hard as stone. Staff were impolite and unprofessional, and we had to ask for everything over and over. Our room also went uncleaned for two days in a row, with no explanation. The restaurant was okay and breakfast acceptable. The location was fine if you can manage all the winding roads.

The staff were easily the best part, really friendly. My only real downside was the lack of fridges in the rooms. The location is decent for day trips, though it isn’t especially close to a town or attractions. The roads in and out of Lugosanta can be hit or miss.

We had a clean, spacious room at the back, overlooking the garden, with a balcony. It was big enough for two adults and a child. The beds were uncomfortable, with very hard mattresses and springs poking through, and there was no safe in the room. The pool was nice, but there’s no shallow section, so it isn’t suitable for young children who can’t swim. The views and setting are great, and the staff were very hospitable. Their good English more than made up for my poor Italian. The hotel restaurant is very good, though vegetarian choices are limited. The village is quiet, with only two pizza places besides the hotel for dining, but the hotel restaurant is so good that it hardly matters. There are also some interesting historic sights nearby.

It’s upsetting to have to write this, but we’re responding here to the hotel’s reply on booking.com because we can’t chat on the review page. The receptionist accused us of intending to pay for only one of the two nights we booked, making up problems to change rooms, and causing more trouble by not ordering breakfast in advance. That wasn’t what happened. As soon as we noticed the booking was non-refundable, we politely asked to cancel the second night because our travel schedule had changed. We understood a refund wasn’t possible, and the request didn’t succeed. We were traveling as two friends and asked for two keys or to change rooms. The property was half booked and had rooms available, but the request was denied. In her reply, she said we were inventing problems. I worked at a reception desk for six years, and if rooms were free, changing rooms would not have been an issue. We had simply missed the chance to order breakfast in advance, so we asked if there was something we could eat in the morning. At first the bartender reluctantly refused, saying we hadn’t ordered ahead. Later he brought just one item, two eggs for both of us. It was sad to be accused of trying to pay for only one night. We loved the location, the picturesque town view, and the town’s amazing atmosphere, but after how we were treated during and after the stay, we won’t return. We didn’t feel welcome at all.