Napoli a Festa

Our room was booked and paid for months ahead, but the reservation was canceled less than a day before the trip. It caused a lot of stress and inconvenience. Booking here was the worst experience, and I strongly advise against it. They clearly treat customers unethically and cheat them.

We've had PROBLEMS with this property twice, like MANY customers before us. We made both reservations at the same time, many months in advance. The first time, they canceled our booking at the last minute, just 24 hours beforehand, JUST LIKE THAT. We had to pay more for another place. A few days later, on the second booking, road problems meant we couldn't make it during their crazy check-in hours, only 3-6 PM. We suggested arriving around 21:00 and tried to find a solution, but the property wouldn't accept any of our suggestions. In the end I asked to cancel for free, and they refused. We had to pay again for different accommodation. How could they cancel the first booking without paying any penalties, while I have to pay everything? I looked into it and read that this happens very often with this property. Where is consumer protection? I'm a loyal, frequent customer and have never experienced anything like this. The staff were very unpleasant and illiterate.

One day before my trip, the "hostess" refused a late check-in, even though the policy mentions it. She told me straight out to find somewhere else to sleep. I tried suggesting ways to sort out check-in, but she kept saying no and that she didn't care about the policy. I had to look for another place, and she kept my money without giving any refund. I really wish I'd read the reviews first, since other customers described the same thing. The messages seemed to be sent through a translator, and I couldn't understand what she was trying to say. I guess she doesn't speak English. She was very rude and unwilling to help.

We live in Israel and had planned an Italy holiday from October 15, starting in Naples and ending on the Amalfi Coast. Fighting began in Israel on October 7, what we call a war here, and on October 13 Ryanair told us our flight to Italy had been canceled. Two hotels refunded us, and another offered to move our booking to next year and keep the credit. This hotel rejected every request, even after I sent proof and screenshots of the flight cancellation and my Israeli citizenship. They responded arrogantly and impolitely, saying the situation didn't matter, that we weren't Israeli citizens, and that there wasn't a war in Israel now. My name is Ukrainian, and I'm Ukrainian; I've lived in Israel since 2020. Because of my name, they called me a russian liar and said the war in Ukraine had been going on for two years. But I asked to cancel the hotel two days before the booking began. Why did they keep talking about the war in Ukraine when I repeatedly explained the situation in Israel? That's a mystery.