I had seen photos of the updated lobby furnishings and grounds of the hotel. Both looked very appealing so I decided to book 3 nights in late March. After I checked-in and was shown my room I knew I couldn't spend one night there. The bed was hard as a board, the old worn blue damask drapery were depressing, the rest of the furniture was uncomfortable and the view from the small window was non-existent. I spoke with the front desk and told them I could not stay in that room. At first they were not receptive to my dissatisfaction threatened to charge my credit card for 50% (penalty fee) of the reserved stay. Then offered to show me what they considered to be the best room accommodations in the house. The room was much bigger, had two lovely view balcony's, however the bed was still hard and was furnished with the same old, dated furniture and worn blue damask draperies. I paid an additional charge for the larger room, but felt trapped. It was either leave the hotel and pay a penalty fee of nearly 400 euros or pay a little more and stay put. The housekeeping staff, put folded blankets on the mattress to make it softer, but it really didn't help. The food was fair, yet the dining room staff were exceptional and very professional. The steam room never got hot enough and the floor was extremely slippery.
A room with a balcony is preferable. It will allow you take in the view. Do not stay on the side of...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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we would like to thank you for taking your time to speak about your stay at the Hotel Metropole.
We are sorry that your experience did not meet your expectations; the reviews of our many loyal and happy guests evidence our services and quality.
Though we respect your dissatisfaction, we would like to provide our version of the facts:
- the room we originally put at your disposal was a 18 square meters one, with white Carrara marble bathroom and balcony overlooking the garden and sea situated in one of the most attractive position of the entire building, the second room one superior junior suite (that we understand you generally liked for his wideness , about 32 sq. metres + 20 sq. metres of total surface of the two terraces overlooking until the lighthouse of Portofino )
- The Guests’ satisfaction is our priority; we informed you that (as per contract with the Online Tour Operator) there would have been a penalty to pay in case of early departure but as you certainly would recognize, we provided all our best efforts in order to understand the reasons of your complaining and offer you an upgrade of the accommodation at lowers conditions that our price list. Normal price is 450,00 euro.
We never had before complains about the bed hardness but, as you also evidence, our housekeeping was immediately instructed in order to rend the bedding even more comfortable as it usually is.
- About the furniture: the chairs, the bed headboard and the writing desk are Chiavari style, hand made and with an important economical and artisan value; we found some of them even in pictures taken in American presidential Whitehouse !
The rest of the furniture is of rattan wood that can be hardly considered poor or generally uncomfortable.
We were pretty sure that you were appreciating our care and assistance, our positive response to all you doubts; we were also sure that you would understand that our aim was not simply charging a penalty and brutally “close the practice” but make our best to assure you a very enjoyable stay at Metropole .
Your thanking us sounded like your best response to our special care and this is why we felt particularly sorry (and also surprise !) when we read your partially negative review.
We hope that we will have the opportunity to serve you again n the future.and in the meanwhile, please accept our best regards.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.