Hotel & Spa Villa dei Mosaici

I paid for a booking in advance, then couldn't travel for medical reasons. I asked to cancel without a fee but got no reply, and the full amount was charged. The hotel ignored my messages and stuck to its no-show policy without any understanding or goodwill. There was no flexibility or communication. If you're not completely sure you can make it, I'd avoid this place. Not recommended.

We chose this hotel because the pool in the photos looked like a perfect spot to relax. On arrival, the pool area was in shocking condition: rubbish sacks piled up, broken sun loungers left on the ground, and murky green water with debris floating in it. It looked as though it hadn't been cleaned in months, possibly years, and didn't feel safe to be near, let alone swim in. We brought this to the staff straight away. They were polite, but didn't help. The facilities bore no resemblance to the online photos, yet we were told we couldn't cancel or get a refund and would have to accept things as they were. That's unacceptable. We're trying to sort this out with the booking platform and have photos to back up what we've described. Until the hotel improves the facilities and customer service, I'd strongly advise people to avoid booking. There are plenty of better rated local places that are much nicer.

The staff are kind and easygoing, and the place is cool and cozy. It's named for Villa dei Mosaici, right across the way. Spello's historic center, full of art and flowers, is very close, and the train station is within walking distance.