Piazza Hotel Montecasino

The pizza was delicious, full of flavour, and there was more than we could finish. The setting is beautiful and worked well for relaxing and squeezing in our work lunch meeting after checking out of our Airbnb, before heading to the airport. Montecasino is always a treat to explore. We'd asked reception if we could leave our suitcases while we ate and looked around, but they said to bring them into the restaurant. That felt unusual, especially when our waitress later suggested we could have left them elsewhere. A small mix-up, but we worked around it. Staff were friendly, though sometimes hard to find. The manager stepped in just as we were about to finish the meeting and go explore. Good food, prices and atmosphere.

The hotel and its location are very nice. There's a wide choice of shops, restaurants and bars, plus a casino, all in one place. There's plenty to do, and you don't need transportation since everything you want is right there.

I've stayed at this hotel many times and always enjoyed it, which made the latest visit especially disappointing. My card was charged twice for the booking, and getting the money back took a long time and a lot of effort from me. Staff hung up on phone calls, and my many emails didn't get proper responses. I did eventually receive the refund, but the hotel's handling of its own mistake was stressful and poor. I hope they improve customer service and internal processes. Experiences like this seriously damage trust, even with loyal returning guests.

The rooms are very small, and the toilet and shower are separated only by a glass door. Rooms away from the courtyard were bright and nice. Ours faced the courtyard and felt dark and gloomy, with a bad smell, a blocked basin and a pest. I raised it with management.