B&B Art House

The apartment is on a quiet street, which was welcome after a long day, and the rooms were clean and looked lovely. It’s in the historic part of Napels, close to places around the city, so getting about was easy. Friendly staff, good Wi-Fi, and check-in and checkout were simple. I’d recommend it :)

Mr. Pio Paolo was a professional, accommodating host who gave us useful suggestions and made us a delicious breakfast each morning. My husband and I were visiting Naples for the first time, and we found the room spacious, modern, clean, and very comfortable. We highly recommend the hotel.

I booked two nights through booking.com, and the room’s poor cleanliness was apparent as soon as I arrived. I reported it to the staff. Check-in is digital, and staff can only be reached through WhatsApp or the booking.com app. To their credit, they sent a cleaner straight away. The photos and videos I attached were all taken after the cleaner had come for a second time. Before that, the floor had hair all over it, there were cigarette ashes beside the bed despite the room being described as non-smoking, and I found an ant on the floor. I don’t think the room was fit to host guests in that state. Even with the photos and videos, the hotel insisted the room was in perfect condition. They showed a video from the closing lady, but it was so blurry from moving quickly around the room that you could barely tell a chair from a toilet, let alone spot hair on the floor. They handled the complaint badly. When I pointed out the dirty room, they answered that the cleaner had been there, which doesn’t guarantee it was clean. I felt deliberately misled and mistreated as a guest. The discussion should never have gone that far, and I wouldn’t wish that start to a vacation on anyone.

The smell of sewage was what made those two nights miserable. It was so strong we tried to leave after the first night, but they refused to refund us. They brushed off our complaints, even though they seemed to know about the issue and had products on hand to deal with it, then stopped responding. We kept the windows open in December, covered every drain with an upside-down cup or bowl, left the bathroom doors shut and fans running day and night, and put towels under the doors to keep the smell down. The place was Lady Diamond, two apartments owned by the hotel. We were moved there because the hotel was overbooked, and they called it an upgrade for us and our friends. For weeks before arriving, we asked for an email confirmation and practical details such as check-in instructions. They only texted that everything was set. We lost all the hotel amenities, including breakfast. There was no staff or service, and we could only text during limited office hours. The front door was propped open all day, which made us feel unsafe. One morning we were woken at 8 by banging on our door; some outlets didn’t work, a sink leaked onto the floor, and the fridge and freezer quit halfway through. Their only offer for two miserable nights and three appalling days was to pay for breakfast at a nearby cafe on our last day. Breakfast was supposed to be included throughout our hotel stay, we’d already bought breakfast food, and we had a 9 a.m. train, so that offer wasn’t acceptable. I’ve worked in luxury hospitality for over a decade and managed plenty of hotel front desks. I know upset guests, and I’m usually very forgiving and understanding. This experience was unacceptable from start to finish, and we felt trapped in those putrid accommodations. Do not trust this business.