Cenobio Hotel & SPA Matera

What bothered me most was the response after the driver accidentally reversed into me. We called reception to report it, but the receptionist seemed to have trouble understanding English and kept telling us to go with the driver to an ATM so we could pay him. I felt injured and got no empathy or help from the hotel. The location in the historic center is good, the room was okay, and breakfast was reasonable. The staff member who helps with luggage was especially polite and excellent. But guests aren't told in advance that they need to arrange parking, and the hotel recommends a transfer driver who only takes cash without letting you know that beforehand. A four-star hotel in a tourist city should have receptionists who speak English. I won't come back and can't recommend it.

The private spa is a real must-do, and the calm atmosphere made the stay feel relaxing. Cenobio is a beautiful boutique cave hotel, with stunning rooms carved into the stone. It's perfectly placed for exploring the Sassi. The staff were warm and attentive. Mario was especially welcoming and helpful, and even remembered our request for morning drinks. A memorable place to stay in Matera.

The appointment was reconfirmed on the day, so it was frustrating to arrive and be told there was no booking under our name. Another couple had been given our 3:00 PM slot. We were then blamed for not supplying a credit card number, even though nobody had asked for one when we booked. We had reserved the Valentine’s Day spa treatment about three months ahead and received a confirmation. Given the occasion and those confirmations, the dismissive way this was handled felt unprofessional. Very poor customer service.

We were really disappointed by how this was handled, especially on Valentine’s Day. After arriving for our spa appointment, the receptionist said there was no reservation for us and that another couple had our time slot. They blamed us for not giving a credit card number, though that had never been requested during booking. We'd booked the treatment three months earlier for 3:00 PM, and I texted on the day to confirm when to arrive. They confirmed it again. A frustrating, unprofessional experience with no accountability and very poor customer service.