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“Overpriced disappointment.” 3 of 5 stars
Review of Excelsior Palace Hotel

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Excelsior Palace Hotel
5.0 of 5 Hotel   |   Via San Michele di Pagana 8, 16035 Rapallo, Italy   |  
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Ranked #4 of 30 Hotels in Rapallo
Certificate of Excellence 2014
London, United Kingdom
Senior Contributor
28 reviews 28 reviews
13 hotel reviews
Reviews in 15 cities Reviews in 15 cities
19 helpful votes 19 helpful votes
“Overpriced disappointment.”
3 of 5 stars Reviewed September 1, 2013 via mobile

Let me just start off by saying that we enjoyed our stay.
The positives; The location was fabulous. Views spectacular. Gluten free options on the menu. Breakfast was lovely and varied. There were English TV channels.
However, the hotel restaurant prices were excessive in extreme. Cheaper and better quality in Cannes. The hotel clearly lives of the Portofino name and like Portofino, they have unreasonable food prices. The menu was somewhat unsuccessfully pretentious.
A few other niggles too.
No free WiFi in the hotel room. WiFi reception in the lobby was terrible.
Not worth the final bill.

Stayed August 2013, traveled as a couple
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ExcelsiorRapallo, Direttore generale at Excelsior Palace Hotel, responded to this review, September 5, 2013
Dear Guest,

We thank you for your review also written about our property, as you just wrote about our Eden Roc Restaurant.
We are pleased to read that you appreciated the location as well as the view from the hotel and the Buffet Breaskfast at the Lord Byron Restaurant.

Furthermore, we noted that you spoke again about our Eden Roc Lounge & Restaurant. We can grant you that our Restaurant is not more expensive than Cannes Restaurants, obviously meaning Restaurants on the same level. Personally, before studying prices for the season, I compared them with some of the most important and expensive Hotel Restaurants in Cannes. The Eden Roc is an high quality Restaurant situated in an unique and private location, pieds dans l'eau and with live music on the evening.

Finally, regarding the WIFI connection, we inform you that it's free of charge in room starting from the exclusive one, Guests who book classic, superior or deluxe room pay 5.5 euro per day (we cut off the price from 22 euro) with 7 MBP speed connection.
We are aware that the WIFI connection is recently the amenity more requested from Guests and from a survey only the 80% of the hotel offer, sometimes also payable, less than 6 MBP speed connection.

Thanking you for your attention, we send you our best regards.

Aldo Werdin
General Manager
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749 reviews from our community

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Rating summary
  • Sleep Quality
    4.5 of 5 stars
  • Location
    4.5 of 5 stars
  • Rooms
    4 of 5 stars
  • Service
    4.5 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (108)
Date | Rating
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  • English first
  • French first
  • German first
  • Italian first
  • Japanese first
  • Portuguese first
  • Russian first
  • Spanish first
  • Turkish first
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English first
Budapest, Hungary
Reviewer
3 reviews 3 reviews
3 hotel reviews
Reviews in 3 cities Reviews in 3 cities
3 helpful votes 3 helpful votes
5 of 5 stars Reviewed August 29, 2013

We stayed in this fantastic hotel for 8 days. The view from our room was breathtaking. The room is well equiped, the staff is friendly and helpful. The food is excellent.
The hotel is about 10 minuteswalk from Rapallo, but be careful, it is on the top of a low hill.

Room Tip: Always choose a room with view to the see.
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  • Stayed July 2013, traveled with family
    • 5 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ExcelsiorRapallo, Direttore generale at Excelsior Palace Hotel, responded to this review, September 3, 2013
Dear Guest,

We thank you for your kind review written on the occasion of your long stay at the Excelsior last July.

We are delighted to read that you fully enjoyed the experience of being our Guest appreciating above all the view from your room as well as our Restaurants and the staff.

We thank you again for your preference in choosing our property hoping to welcoming you back again sooner.

Best regards from the sunny Portofino Coast.

Aldo Werdin
General Manager
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Melbourne, Australia
Top Contributor
65 reviews 65 reviews
45 hotel reviews
Reviews in 47 cities Reviews in 47 cities
56 helpful votes 56 helpful votes
5 of 5 stars Reviewed August 27, 2013

We only were able to stay for one night during our honeymoon tour of Europe, but as a stop over goes this was a lovely hotel. The staff were very friendly, and the hotel overall was very classy and luxurious in feel and style. The room we had was of a good size, and the champagne provided to us as a honeymoon gift was most welcome. The view out to the bay was delightful especially at sunrise. Cleanliness and room presentation was very good.

We dined in the restaurant for dinner, and the food was to a good standard if a little pricey. As it was low season when we stayed, the main restaurant was closed and all diners were asked to eat in a section of the bar area, however this was done well and it didn't feel like we were shoved in a back corner. Service in the restaurant was also good.

Notable was that this is one of the few hotels we stayed at in Europe which had a cost for WiFi (which was quite a bit) however other than this, we enjoyed our time at Excelsior.

  • Stayed December 2012, traveled as a couple
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
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ExcelsiorRapallo, Direttore generale at Excelsior Palace Hotel, responded to this review, August 30, 2013
Dear Guest,

Let us thank you for your review written on the occasion of your short stay with us during your honeymoon around Europe.
We thank you for your comments about our Staff as well as the room assigned and the gift found at your arrival.
Furthermore, we wish to thank you for your comments about your dinner at the Yachting Bar Veranda, as sometimes during the low season we decide to close the Lord Byron Restaurant when we have only a few rooms occupied.
Finally, we wish to inform you that from the beginning of this year we completely changed our wifi policy as now the wifi connection is free of charge in the common area like looby, main restaurant and main bar and for Guests who book an exclusive room or Junior Suite or Suites.
For Guests who book a classic, superior or deluxe room the cost was cut down to € 5.5 per day.

We thank you again for your comments and we send you our warmest regards from the sunny Portofino Coast.

Aldo Werdin
General Manager
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Bewdley
Contributor
13 reviews 13 reviews
10 hotel reviews
Reviews in 11 cities Reviews in 11 cities
23 helpful votes 23 helpful votes
4 of 5 stars Reviewed August 19, 2013

We had a lovely week at this hotel. It is well situated as it is just a five minute walk from Rapallo. Service is excellent and the hotel is clean and well run. We were able to get information readily which meant we were able to get out and about easily. Marina was excellent and went out of her was to make sure we were well informed. My only criticism is that the food and drink are very over priced. This means that there aren't many people in the bar in the evening.

Room Tip: Rooms tend to be small and most have a balcony. Some balconies are very small especially on the firs...
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  • Stayed July 2013, traveled as a couple
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ExcelsiorRapallo, Direttore generale at Excelsior Palace Hotel, responded to this review, August 22, 2013
Dear Guest,

We thank you for your review written on the occasion of your week of holiday at the Excelsior last July.
We are delighted to read that you enjoyed your stay appreciating above all the position of the hotel as well as our service

Furthermore, we would like to remind you that your comments are very precious to us in order to improve our standards of service and to better understand our Clients’ needs

Thanking you again for your preference and hoping to welcoming back at the Excelsior, we send you our best regards from the Portofino Coast.

Aldo Werdin
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Vienna, Austria
Reviewer
3 reviews 3 reviews
1 helpful vote 1 helpful vote
5 of 5 stars Reviewed August 18, 2013

Absolutely the best choice of location and accommodation! Perfect service (special thanks to Antonio and Marina for preparing my wife's b-day surprise cake, flowers and breakfast with prosecco!)! Beach club, fitness, breakfast, lobby bar, Eden Roc lunch, parking - all went perfectly alright! Many thanks again for great attention! Strongly recommended for couples and families! Mille grazie! For joggers: try marina port and slopes to Santa Margherita ;) For eaters: Luca and Rapallo Vecchio :) enjoy...

Room Tip: Sea view of course
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  • Stayed August 2013, traveled with family
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ExcelsiorRapallo, Direttore generale at Excelsior Palace Hotel, responded to this review, August 20, 2013
Dear Guest,

We thank you for your nice review written on the occasion of your recent holiday at the Excelsior with your family.
We are very pleased to read your satisfaction about the surprises prepared for your wife's birthday, enjoying your stay and appreciating our Beach Club as well as the Health & Fitness Centre.
We also thank you for your comments about the Lord Byron Restaurant for the Buffet Breakfast, the Yachting Bar in the lobby and the Eden Roc & Lounge Restaurant for your lunch.

Finally, we thank you also for your precious suggestions to joggers and eat lovers.

Thanking you again for your attention and hoping to welcoming you sooner again at the Excelsior, we send you our warmest regards from the sunny Portofino Coast.

Aldo Werdin
General Manager
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Moscow
Top Contributor
159 reviews 159 reviews
34 hotel reviews
Reviews in 43 cities Reviews in 43 cities
78 helpful votes 78 helpful votes
5 of 5 stars Reviewed August 15, 2013 via mobile

It's important for hotel in Liguria to have a private beach! Excelsior does have it!!!
Breakfasts are nice. Rooms are big enought and clean. The Beach Club is comfortable and big! The only problem - very poor internet connection in rooms!

  • Stayed August 2013
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ExcelsiorRapallo, Direttore generale at Excelsior Palace Hotel, responded to this review, August 20, 2013
Dear Guest,

We thank you for your positive comments on the occasion of your recent stay at the Excelsior.

We are so pleased to read that you fully enjoyed your stay appreciating above all our Beach Club, a plus for our property, with the infinity pool, the Jacuzzis and the floating pool at sea offering a Beach Bar and the Eden Roc Lounge & Restaurant.

Thanking you again for your attention, we send you our best regards from the sunny Portofino Coast.

Aldo Werdin
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Miami, Florida
Senior Contributor
23 reviews 23 reviews
13 hotel reviews
Reviews in 14 cities Reviews in 14 cities
32 helpful votes 32 helpful votes
4 of 5 stars Reviewed August 6, 2013

We stayed at this property as one of the last stops on our honeymoon. Coming from Santorini and Positano where the service was impeccable I am having mixed feelings about this resort. The hotel and property as a whole is lovely but the service is very average at best and even below considering this is a 5 star hotel.

The hotel itself was lovely, with a very sophisticated feel and clientele. The decor was nice and felt very rich. The beach club was spectacular. It had a great infinity pool and the views of the sea. It is worth spending some time there and relaxing by the sea. The facilities for the beach club were equally wonderful so that afterwards one could take a nice shower in their very clean facilities (they gave you slippers, towel, body wash, shower cap etc.). Overall it definitely was a luxurious hotel. The big negative was no complimentary wi-fi in the rooms, which is surprising because most of Italy grants even free wi-fi in the restaurants. The staff was courteous but were not above and beyond what was expected form a 5-star hotel such as this. They did place prosecco and strawberries for us in our room upon arrival as it was our honeymoon, which was a thoughtful gesture. The breakfast was phenomenal, an enormous spread/buffet in their beautiful restaurant overlooking the sea. One could eat indoors or on their grand terrace. The options were seemingly unlimited as it was a buffet with wonderful choices. Very delicious.

The major deal breaker for us in this hotel was this: We arrived very late the night before and thus were told we could only use the beach club until 12p the day of checkout. This was very disappointing as we arrived late because of a delay in travel and the staff knew we were on our honeymoon and yet still would not be kind enough to make an exception. Also when we did check in one agent told us we could use the beach club all day as we had asked for a late check out and they would not grant us that. He never informed us the beach club access expires upon check out even though we made it very clear that's what we were interested in doing for most of the afternoon. Thus the day of check out arrived and when we went to the beach club at 11:30am we were told at noon we must pay something like 60 Euros. We thought this was absolutely absurd considering we paid to stay at this hotel with this beach club as one of our plus points. We were astonished that they knew we were on our honeymoon and despite our late check-in would not be gracious enough to let us use it complimentary. We ended up pleading with the manager and she allowed an extension from 12p to 1:30p, which I still think is ridiculous. We were off to Portofino later in the afternoon anyways but the fact that this manager and hotel's staff were so inflexible shows their lack of understanding on how to make their guests truly happy and comfortable. This truly reflected negatively on the property as a whole.The customerer service was not up to par with their 5-star reputation so for that reason alone we will likely not return.

  • Stayed July 2013, traveled as a couple
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 2 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ExcelsiorRapallo, Direttore generale at Excelsior Palace Hotel, responded to this review, August 8, 2013
Dear Guest,

First of all let us thank you for your review written on the occasion of your honeymoon stay at the Excelsior last month of July.

We are delighted to read that you enjoyed the property and above all our welcome gift in your room with Prosecco and strawberries as well as the Buffet Breakfast served on the Lord Byron sea view Restaurant terrace and the Beach Club with the infinity pool, the floating pool at sea and the 2 Jacuzzi on the sea view terrace.

Furthermore, regarding the Wifi connection, we wish to inform you that this service is completely free of charge in the common area like the lobby, the Lord Byron Restaurant and the Yachting Bar as well as in rooms starting from the exclusive one. For Guests who book a classic, superior or deluxe room costs are cut down from € 22 to € 5.50 per day as we changed our internet provider at the beginning of the year and now we can offer this service with a right cost.

Finally, regarding your complaint about the access to the Beach Club within the check-out time, we are awfully sorry if you think that our Staff has been inflexible, but they have to respect the hotel policy, above all during the months of peak season as July and August with 100% occupancy, having 128 rooms and so more than 200 Guests at the Beach Club. Unfortunately for this reason we can not do any exception, otherwise it would be impossible to manage the Beach Club with an high number of Guests. Please accept the effort of the Beach Club Manager inviting you to stay 2 hours more without any supplement and please do not consider his proposal ridiculous.

Our check-in time is at 2 p.m. and normally Guests who book 1 night stay can take advantage of the Beach Club and Health & Fitness Centre the arrival day from 2 p.m. to 7 p.m., unfortunately you arrived late in the evening and you miss the opportunity to use our services.

We thank you again for your comments and we send you our best regards from the Portofino Coast.

Aldo Werdin
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Excelsior Palace Hotel

Address: Via San Michele di Pagana 8, 16035 Rapallo, Italy
Phone Number:
Location: Italy > Liguria > Italian Riviera > Rapallo
Amenities:
Bar / Lounge Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Spa Suites Swimming Pool
Hotel Style:
#1 Business Hotel in Rapallo
#2 On the Beach Hotel in Rapallo
#2 Spa Hotel in Rapallo
#3 Luxury Hotel in Rapallo
#4 Romantic Hotel in Rapallo
#6 Family Hotel in Rapallo
Price Range (Based on Average Rates): $$
Hotel Class:5 star — Excelsior Palace Hotel 5*
Number of rooms: 127
Official Description (provided by the hotel):
In una posizione unica, con vista ad est della baia di Rapallo e, ad ovest, del promontorio di Portofino, L'Hotel Excelsior e stato riportato agli antichi fasti di inizio '900, quando rappresentava tappa obbligata per il bel mondo di allora. Tutte le camere offrono indimenticabili viste sul panorama che ha ispirato grandi scrittori. L'hotel, aperto tutto l'anno, dispone di 127 camere, due ristoranti aperti anche alla clientela esterna (Lord Byron, aperto tutto l'anno e Eden Roc, una splendida terrazza sul mare, aperto durante la stagione estiva), due bar aperti anche alla clientela esterna (Yachting Bar aperto tutto l'anno e Sporting Bar aperto durante la stagione estiva anche per snack ed insalate), un centro congressi di 650 mq con 9 sale riunioni che accoglie sino a 450 delegati, un Health & Fitness Center con 5 cabine massaggio, sauna, bagno turco, piscina interna riscaldata vista mare con idromassaggio, palestra vista mare, Beach Club privato con piscina esterna panoramica e terrazze. ... more   less 
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Also Known As:
Hotel Excelsior Palace

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