Il Palazzotto

The room was down in the basement, almost like a cave, so it’s fine if you’re not claustrophobic. The humidity was the main issue for me. Even with the machine running all night, it was a real problem and cost the place a star. The breakfast was good enough, depending on what you like, with eggs, bacon, ham, cheese, tomatoes, sweets, and yoghurt. The old town location and the atmosphere are amazing. They’ve done a wonderful job with the place.

The town, its history, the room, and the wine all made for an amazing experience. Antonio welcomed us warmly and shared some of the excellent local wine they make. We’re so grateful to him and the staff. Highly recommend, 10 stars.

The room looked great and the hotel’s location is excellent, but the stay needs better customer service and some improvements. We paid for a suite but got a room where passersby could see through the window. A few people even tried to open our room door. The lighting and outlets for charging devices also need work. I’d definitely think twice before booking again.

Our plan was a trip to Puglia with one night in Matera at Il Palazotto. Soon after booking, my pregnancy took a serious turn and I was hospitalized, so travelling became impossible. Although the booking was non-refundable, every other accommodation, transport booking, boat trip, and cooking class offered a refund or voucher right away. Il Palazotto alone refused both. We weren’t asking for money back, just a voucher so we could come once my health allowed. For a hotel with high prices and claimed standards, its lack of flexibility and empathy was deeply disappointing. After this, we won’t consider staying there in future. I also want to clarify the hotel's response, because it doesn't match our email exchange. Your email clearly said I could contact you by September 2025 to discuss a refund or voucher, and that it would not expire. With the issues already mentioned and the difficult period after giving birth, I didn't have the capacity to reply then. My daughter was not even three months old. In November, I acknowledged the delay openly, admitted my oversight, and asked in good faith for understanding and flexibility. Please don't describe the timeline as though I had acted outside the conditions you set. I had hoped for a more understanding, customer-oriented response. After reading the negative reviews, I can't say I'm surprised by the level of customer service. Kind regards.