Palazzo Firenze

The staff were really nice, and the location was perfect, close to the train station and centro storico. Breakfast was great, too. They cleaned the room every morning, and everything else was good.

The friendly staff gave us useful tips for food and sightseeing, our rooms were clean, breakfast was fantastic, and the pool area had a nice atmosphere. We were a family of six adults and one infant at Palazzo Firenze, but a frightening incident ended up overshadowing all of that. The elevator was full when a woman waiting on another floor couldn't get inside. As the doors started closing, she leaned in and spat at us, hitting my mother and me in the face. We were shocked and reported it to the staff straight away. They said she was a known problem who often came to the hotel and had spat at staff before, including that day. That left us wondering why she was still allowed in and why the police hadn't been called. We felt unsafe and badly let down. It was disturbing, unhygienic, and traumatic, and basic safety and dignity matter more than a clean room or good breakfast. I hope management takes immediate steps so this doesn't happen to another guest.

The hotel was very clean, the showers had fantastic water pressure, breakfast was kept up well, and most of the staff were polite, including the director, Francesco. The location felt a little sketchy, especially in the evening, so I took off a star for that. There aren't many native Italians around, if you know what I mean, though the hotel does its best to keep things secure and it seemed less bad after we first arrived. There are nicer-feeling streets within walking distance, a cafe two short blocks away, and a great pizzeria around that corner. The train station is only a few blocks away, and valet parking is handy since parking would be a real hassle. The pool closes at 7(?), while the rooftop bar stays open until 11:30. They call last orders then, but also make everyone leave right away so they can lock the roof. You can go to the lobby, but everyone wants to sit outside and that's the only place to do it. The other star came off because of Giuseppe/Joseph at the rooftop bar. He took over around 10:35 and said the rooftop closed at 11:00. I told him I'd checked the hours the day before and that it should close at 11:30, but he insisted on 11:00 for several minutes. Eventually he admitted he wanted to close so he could go home. At 10:39 he said we had 10 minutes. I showed him my phone and pointed out it was 21 minutes to 11:00, and still longer until the stated 11:30 closing. He kept repeating “10 minutes” snarkily. The exchange got worse, and I called him lazy, mean, and a liar. I wasn't very nice, but those were my honest observations. We were made to leave, and I got to the front desk at 10:45. Gianni/John and Michael were there. Gianni agreed that I was right about the hours and said Giuseppe was new, but didn't apologize or show concern about his behavior. Gianni offered to let me return to the rooftop, but by then I didn't want to. I only wanted them to understand that Giuseppe's conduct was unacceptable, to tell him so, and perhaps apologize. Being told over and over that he was new didn't satisfy me. As Gianni was leaving to go home, he got kind of in my face and spoke harshly. I think it was in Italian, so I don't know what he said, but it felt like an outburst. I finished the conversation calmly with Michael, who was professional and courteous, and felt better. I asked him to tell the director; the director apologized when we checked out the next day, which I appreciated. Some other Anglosphere guests, one Canadian and two English, and I already felt the rooftop hours were limited for such a nice hotel, since there was nowhere else to sit outdoors. That last incident was the final straw.

This was the worst hotel we've stayed in during 20 years of travel. We booked several rooms, and every one had problems with the air conditioning and cleaning. It calls itself a four-star hotel, but elsewhere in the world I'd rate it one star. I also wouldn't recommend the area. Naples' old town isn't like old towns in other cities, and it's very bad. That's on me for not doing enough research, though, not on the hotel.