San Gennaro Bed

Gianni was a lovely host and made sure we had everything for a pleasant stay. The views from the rooms and kitchen were so nice, and the design and overall feel were uniquely Naples, adding to our Napoli experience. I really loved this place and its location.

We spent two nights here, and the stay was extremely disappointing. After a long flight, we reached Naples around 5:35 pm and expected to check in at 6 pm. We told the host through the Booking.com app that we were early; he said he wasn’t at the property and we’d need to wait, which was understandable. But he still hadn’t arrived by 6. We called the WhatsApp number without getting an answer. At 6:45, with no communication, we contacted Booking.com, and they reached him for us. We were ready to find another hotel and asked for a refund, but Gianni refused. We reluctantly went back after he promised to open the gate remotely. He still wasn’t there when we arrived, and we waited until 7:20 just to get inside. We were exhausted and only wanted somewhere to sleep. The next day, after exploring in the morning, we returned around 1 pm and found we were locked out because the key wouldn’t work. Gianni didn’t answer our WhatsApp or Booking.com messages. We went back out and tried again around 5 pm, with the same result. Booking.com helped and told us we qualified for a refund because we couldn’t access the room. Around 9 pm, Gianni messaged that he’d fixed the door by applying oil, and we finally got in. We’d been locked out and separated from our belongings, including passports, for nearly nine hours. On our last day, Gianni again refused our refund request, saying our door complaints weren’t true even though we had videos of the problem. Later, I tried to leave a review on Booking.com but couldn’t because the site marked us as if we hadn’t stayed there. This place has so many positive Booking.com reviews, yet when problems come up, it seems the host makes sure some guests can’t review. It was clear Gianni didn’t want a negative review from us, which says a lot about his service. Be cautious if you’re considering staying here. The property is on the fourth floor with no elevator, the room has significant mold, and the shower doesn’t drain properly. It’s noisy at night because of a restaurant downstairs, and there are numerous cameras inside. They may be for security, but it felt excessive.

The room was clean, comfortable, and nicely designed, and the host was welcoming, though not responsive when we needed help. It’s a bit outside the main area, near a church whose very loud bells started at 8:30 am. The flat’s front door wouldn’t open for 20 minutes, and the host couldn’t be reached on either phone. It finally opened when we pulled and fiddled with the key, using force. We had to use the same method for our room door. We didn’t shower because we didn’t know the heat needed turning on, and the control was somewhat inaccessible. The room light didn’t fully go out when switched off, so we slept with it on. There was mold on the bathroom ceiling. The stay was only okay, and the price was high for what we got. Poor value.

We arrived at 9 p.m. and found our room had been changed to one half the size, for the same price. After we argued, the host politely told us to find somewhere else to stay. It was 10 p.m., we had two kids, and we were in Naples at night. We’d parked 15 minutes away because parking on site costs 30 euro/day, then struggled to bring all our luggage and the kids through hell. It truly ruined our family vacation. I’ve never been so disappointed!