My wife, her parents, our kid and myself spent 3 nights in Royal Hotel San Remo in July 2013. We stayed in 2 Double Room with Sea View located on 4th floor (out of 5 floors), our room number were 421 and 420. The location of this Hotel is very good and the view from our room was really great, but this hotel and its salty heated pool really need URGENT RENOVATION WORKS !!! I'll soon add photos of some parts of the Hotel/pool which are highly below the standards of a Leading Hotel of the World. Furthermore, this Hotel is abusing its clients by overpricing its food and drinks ! This is really not acceptable to face a 13 Euro bill for a milkshake which was disgusting for example, or to pay 17 Euro parking per day just to have your car located in a place with shadow or worst, to have to pay a supplement in order to get an omelett at breakfast when breakfast should be included in your 360 Euro/per night/per room charges that you are paying for !!! Breakfast was then simply said one of our worst experiences in a "Leading Hotel of the World" as you could find neither, pan cakes, nor salmon, nor fish, nor meat (except bacon), nor potatoes, nor vegetables, it is simply not existing on buffet !!! Only warm food are scrambled eggs and bacon, with minimum choices for the rest of the food, even bread is not of high quality and few choices are available. Forks and knives are also not seat on the tables, so you will seat with your food and then realize that you are missing something...
However, the best points of the Royal Hotel San remo are following :
1) SPA is fantastic, clean, brand new, with excellent facilities like sauna with light show and music, great turkish bath, large pool/jacuzzi, great showers with effects and fresh fruit juices/ water/fruits/tea which are provided free of charge next to the relaxation area.
2) View from our balcony located on 4th floor was just great, a real pleasure to drink champain on it and to watch the sea.
3) Pool which is very salty and heated gave us very good times, however you will be very close to your neighbours as sun beds are located just next to each otehrs.
Last be not least, we were facing multiple mistakes from this Hotel, always in our disfavour, for example when we booked the rooms, we initially requested a 5 nights stay and received a confirmation for a 6 nights stay... We were billed a 17,50 Euro for an ice cream that costed 15 Euro on the menu, it took 10 minutes to the waiter to admit the mistake and to correct it... Finally, we were charged 22 Euro for 4 bottles of water of room mini bar that we never took and a 6,50 Euro bill for additional fruits at breakfast that we also never took !!! So, my advice is better to check all your bills carefully, if you don't want to pay more than you should. It seems it is crisis in Italy but please do not abuse your clients, specially Russians who don't speak easily foreign languages and who will always sign their bills without reading/understanding them!
So, to resume our stay, I'll say that :
Positive points :
1) SPA was just fantastic, really one of the most comfortable one that I saw, even if a bit small.
2) Location of this Hotel is great, just next to the beach on a small ill, with however a road with heavy traffic to cross to reach the beach.
3) Pool which is very salty and heated will give you great relaxing times and plesure if good weather and heat of course.
4) We requested high floor and got it.
5) WIFI free of charge if member of Leading Hotels of the World.
6) Staff is assisting up to its best but too much mistakes unfortunately.
Points which should/must be improved :
1) ***URGENT RENOVATIONS*** of the pool area (old, dirty, broken parts, rusted) and building must be done (balcony, roller, room equipment, old hair dryer), look at the photos I'll soon add to this review to understand what I mean, it's really a shame for a Leading Hotel of the World...
2) Review your food/drinks prices, it is really exagerated and overpriced compared with quality and quantity provided in other Hotels 5*.
3) Review also your breakfast policy, it is not acceptable that you need to pay for an omelett or special food that is simply not provided on the buffet and which should be the normal standard in 5 stars Hotel...
4) Improve pool bar quality, strawberry milkshake that I took was just disgusting and avoid billing mistakes from your waiters please.
5) No water free of charge is provided inside the rooms, when most of the 5 stars Hotels do.
6) Climatisation was noisy depending on which power we wanted to use.
Finally, we decided that we will not come back to this hotel. We left to Monaco just after this stay and there I can tell you that the level of services, food, quality is much higher than what we found in Royal Hotel San Remo.
Sorry, but Management should really either wake up and take those remarks into considerations as it seems I'm not the only client complaining about those points, or be changed ! This Hotel, as a Leading Hotel of the World member, DID NOT MEET MY EXPECTATIONS !
Well, soon I'll add photos to my review and full HD video of this Hotel which you will be able to see on www.youtube.com channel, under subject being "otterboris", so enjoy life and think before to pay so much for this hotel...
Ask for higher possible floor, last floor being Junior Suites.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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I have been acquainted with your e-mail concerning your complaint about your recent stay of 3 nights with your family in July.
First of all I would like to thank you very much for the preference given to our property.
I assure you that we continuously strive to meet our guests' needs and expectations. Your positive as well as negative comments are very important to us and always welcome, being useful to improve our standards of facilities and service and an attempt to assist us in ameliorate what in all other respects you appreciated and found to be excellent.
I am therefore grateful to you for having taken the time and trouble to write us sharing your concerns and suggestions and I express my sincerest apologies for any unpleasant experience occured.
I am perfectly aware that leisure time spent by our guests is very precious and that first class treatment, very high level of facilities, comfort, quality, luxury, genuine hospitality and professional service are expected by travellers during their holiday.
I carefully investigated and looked into the matter, as per your remarks. It is a pity that you didn't express them with clear evidence during your stay; when some complaints arise, we are at complete disposal to manage them and assist our guests in an assertive way.
Examining the issues in details, you put in evidence some negative points about the state of the building and the swimming-pool, the room equipment, the food and drink prices, the breakfast policy and few choices available, the pool bar quality, the multiple mistakes of the staff, the low level of services provided, the lack of water free of charge in the rooms and the noisy air-conditioning.
The critical comments you express, as well as the ones of other guests, will be certainly taken into evidence for our maintenance, restyling and renovation works which are regularly carried out during our seasonal closing to keep our " 141-year-old-property" always young and appealing, demonstrating our commitment to continually improve our level of comfort with a blend of tradition and renovation. Among the works planned, in particular, the pool area is also included.
With regard to our food and drink prices you consider exagerated, I wish to inform you that they have not been increased since 2009. We judge our quality and quantity-rate-ratio is fair and not overpriced if compared to the ones of our competitors in the area and on the French Riviera we regularly check.
Referring to our breakfast policy, ours is a continental buffet breakfast and not an American buffet. It is clearly specified in our breakfast menu displayed at the breakast room. Every item served "à la carte" at an additional charge is listed.
As for the staff, rest assured that appropriate measures have been taken to make the employees realize how much important are the efficiency of service as well as attention to details and to improve their attitude in other to prevent any future occurences. Traines courses are regularly carried out too. Please consider however, that, even if team is trained to meet our guests' needs and expectations, some problems may arise, also in consideration that it was our peak season with the maximun occupancy.
Concerning the water free of charge to be provided inside the rooms, I am sure that some 5-star hotels offer it, while others don't. According to our policy, it is at a charge.
In addition to this, I would like to take the opportunity to let you know that, after the reviews of our clients, our score on Tripadvisor reaches about 92% being among the top-ranked hotels and, while with the Leading Hotels of the World who runs the inspections by a "mistery guest" our score at the last inspection of July was 81.5%.
Anyway please, believe that I perfectly understand your feeling of dissatisfaction and I am truly sorry about it.
I sincerely hope to have another opportunity to show you that your complaint and criticism have not been expressed for nothing and to enable you to change your opinion about the standard of the property, its facilities and the professionalism of the staff.
I would therefore be honoured to welcome you again among our valued guests, should you have another opportunity to travel to the Italian Riviera of Flowers in the not too distant future and consider to give us the chance. We will do the utmost to make your stay with us most enjoyable. We will be delighted to offer you a complimentary room and a dinner for two persons to show you our special care and attention, wishing that you will appreciate this.
I sincerely feel confident that my explanation clarifies our position and in the meantime, I wish you a pleasant continuation of summer and I remain, with my warm regards from sunny Sanremo,
Marco Sarlo - General Manager
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.