“Shocking treatment by staff, views of a dilapidated building, noisy rooms. I wouldn’t stay there again if you paid me to”
I booked 4nights at The Grand Hotel La Favorita a couple of months in advance of our trip. It was the final stop on a two week trip around Italy and unfortunately our experience there has completely soured my image of the country. Upon arrival I showed the receptionist my print-out of my email confirmation and immediately he gave us the keys to our room. We were not made aware of any problem at this point, but over the coming days I was extremely upset by the aggressive and unpleasant treatment we received. Apologies for the long review but if you’re thinking of staying here I hope you’ll read this first.
Our first room was 309. It was a decent-sized room with tiled floors, a standard double bed and a balcony with a partial, distant view of the sea (through another hotel). The bathroom was clean and had a combined bath and shower. So far all fine. We thought a quiet night in would be nice and relaxing after all our travelling. The bathrobes and slippers, which the welcome booklet said are in every room, were missing. I phoned reception and asked to have some sent up. They never arrived. Our sleep was then disturbed by constant very loud scraping of chairs back and forth for hours on the floor above our room. We didn’t get much sleep and later discovered that there is a bar on the roof (above our room), open to the public until the early hours. The next morning I discovered ants on the floor and in the drawer with my underwear!
At breakfast the Maitre D’ came to our table to say that I had an urgent phone call. I was really worried that something was wrong at home as I followed him across the dining room. The call was from the booking manager Carmine, who said that we must come to see him immediately after our breakfast. The company we booked with had declared bankruptcy while we were in Italy and our booking had been cancelled. It was a well-known company and the news of its closure was headline news in the national media. Carmine told us that room 309 was a luxury room and that he would “do a special deal” and allow us to stay in it if we paid him an extra 330 Euro. The way he spoke to us it was like dealing with a very sleazy used car dealer (You pay me more you get nice room). He showed no sympathy for our unfortunate predicament. We considered his offer but decided that the room was very noisy and had ants and so was not worth paying extra for. We asked to move to a standard room at the price we had paid. We were told it would be basically the same but without the view.
Our second room was 124(?). It was slightly smaller than the first room but basically the same inside. I thought that the curtains were drawn because it was so dark. Then I stepped out onto the balcony and saw that there was a run-down building, a few metres from the balcony, blocking all the daylight. Our view was of a crumbling building, rows of laundry pegged on lines, broken windows and the inhabitants of the building. It was like an inner-city ghetto. I was shocked and presumed that they had given us the worst room in the hotel, but all of the rooms on this side of the hotel would have the same view and lack of light because the building is parallel to that side of the hotel. At this stage we didn’t want the hassle of moving again, as our sight-seeing itinerary was already greatly disrupted, so we stayed put. Very early the next morning we were awoken by more loud scraping (like furniture being dragged around) and the noise of gushing, pouring water. This noise went on for hours. Another awful night’s sleep! We tried to take a nap after breakfast but the noise continued. I went upstairs to see what was above us this time and saw a door ajar with large trolleys full of dirty sheets. It was some kind of housekeeping workroom. We went to reception and asked to speak to the hotel manager about moving....again!
The manager was quite friendly until he went to speak to Carmine, then he became pretty scary. He rudely cut across everything that my boyfriend and I tried to say (We were trying to politely express our concerns). They actually said that they’d never heard of the booking company we’d used and that they would never have had such a cheap offer. I had confirmed my booking with Carmine before we left for Italy and was told by the booking company that it was a new hotel and so had special offers to attract first-time customers! It was like they were accusing us of trying to rip them off. I tried in vain to say that it is normal to get good deals by booking and paying in advance and that no matter what price had been paid no guest should be given a room like that. If I had paid full price for a standard room (200 - 250 Euro per night), via the hotel's website, I would have got this standard of a room. The manager was really intimidating and aggressive and both my boyfriend and I were stunned and appalled by his attitude. He eventually agreed to give us a different room but said, rather menacingly “You’ll sign something that says we accommodated you and that you’re satisfied, because now it’s business!”
Our third room was 138. This room was allegedly cheaper than the luxury room but was much nicer. It's a "superior room". It had a view of the gardens and a bit of the sea and had a lovely big bathroom with a porthole window. It did unfortunately also have ants. However, if they had offered us this room in the beginning, even at a higher price, there would have been no problems. It was the first quiet room we’d stayed in at this hotel and we finally got some well-needed sleep.
I never usually ask to move rooms and I have no problem paying a lot for a luxury hotel, however this hotel is not what I consider to be luxury and the staff are quite simply unbelievably rude. I have stayed in many hotels around the world, from basic accommodation in developing countries to luxury five star hotels, and I HAVE NEVER HAD SUCH A BAD EXPERIENCE as I did at La Favorita. Avoid this place at all costs.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
July 31, 2013
Dear Valued Guests,
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We have received your comment on our hotel and we thank you!
We are deeply sorry to learn that our hotel did not meet your expactations as it always does with our coming guests.
Anyway our guests' comments, either positive or negative, are well accepted as they all represent for us a continuous way to improve.
Do not hesitate to give us another opportunity by coming and staying by us once again and in the meantime please accept our best regards.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.