I have stayed in this hotel on two previous occassions and was very happy with the quality and service on those visits. I was looking forward to going back to share the experience with my partner. However, we were disappointed from our arrival onwards. Although we were told that room service was usually until midnight, when we checked in and were let into our room, we found no information about anything, let alone room service. On visiting Reception we were told that the kitchen was closed due to technical difficulties. Fancying a coffee after our journey, we hunted round for tea and making facilities, as promised on the website and also confimred in an email to me. The only thing we found was a Nescafe capsule coffee machine, for which we were charged the equivalent of £1.50 for a cup of lukewarm coffee. On complaining to Reception, there was no budging - you either paid £1.50 per capsule, or you didn't have it! Not the experience I would have expected from a 4 star hotel. If I had been told that we had to pay for this, I would have brought my travel kettle along.
The main problem with our room was permanent smell of cigarette smoke in the small toilet. When we complained to Reception (twice) we were warned that the hotel was non smoking and we shouldn't be smoking in our toilet!! After explaining that neither of us smoke, the receptionist told us she would speak to house keeping. On returning from our day out and finding the smell still there, we complained again and aksed for an air freshener for the toilet. On our 2nd day, the smell was still there and we bought our own air freshener. Small details, I know, but they soon mount up when you have paid for a suite!
Breakfast was okay, a good selection of bread and it was quite nice to get a coffee without having to pay for it. But you do need to get in there early, or very late to get a table.
All in all, although the location of the Casa Marcello is excellent, we will not be going back there and I wouldn't recommend any of my friends to stay there. If it continues to class itself as a 4 star hotel without any improvement to the room quality, attitude of the reception staff or general housekeeping, I'm not sure how long it will continue to attract the good reviews on Trip Advisor.
Comments about the beds and duvets were spot on. Yes, the mattress is comfortable, but the bath sheet sized duvets are laughable on a double bed for two adults.
It's a shame, this hotel was once so much better and I hope it could be again.
One good thing - the older lady serving at breakfast was very cheerful and always made us smile.
If you can get a free upgrade to a suite, then go for it. Certainly not worth paying for!
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.