Four Points by Sheraton Padova

The staff were great, which helped, because the rooms were dark and hot. I had to leave the door open to the hallway to get some air, and the first room smelled of cigarette smoke. The building feels like it dates from the late 70s and badly needs an update, with wood paneling, orange sofas, and orange and brown carpet. The windows are thin, so you hear the freeway beside the hotel all day and night. The fridges didn't work at all. A solid three-star stay.

We stayed two nights with a tour group, and I liked the hotel. The sinks and room were very clean, and the open buffet had a generous range of tasty food. I would've liked more kinds of cheese at breakfast, and slippers in the room would've been nice too. Our trip is still going, with stops in other cities and visits to Venice, Verona, and Milan.

The bed was comfortable, though the pillows weren't. Most of the room felt badly dated, from the worn carpets and old decor to the 1970s hair dryer. It was baking hot and the air conditioning didn't work. There were no power outlets by the bed, and the shower was oddly placed horizontally over the bath, with a grim shower curtain.

Hospitality is about how guests are treated, and at Four Points Padova that part fell short. Staff should be smiling instead of rolling their eyes, and the bar shouldn't be left unattended or have guests carry their own orders. When a group is spending well, behaving respectfully, and causing no disturbance, a small gesture like snacks with drinks is standard service. Guests buying snacks from a vending machine points to a gap in the bar service, something as simple as a bowl of peanuts could have helped. Staff shouldn't gather behind the bar chatting while people wait, and they should know the basic beer and spritz offer. Asking for a bowl for snacks is ordinary, too. None of this needs consultants, investment, or training manuals. It takes understanding that hospitality means making guests feel welcome, respected, and looked after. Four Points by Sheraton trades on standards, but I didn't see those standards here. Hospitality is simple when you understand what it is.