Firstly I would say we have stayed in Naples Bay before and will probably stay again but I would say our experience this time was definitely not as good as the last.
We arrived at the hotel at 3:15pm but were fully aware the 'official' check-in time was 4pm. We were asked to hold on while the Receptionist checked with housekeeping. We then expected the Receptionist to update us on our room availability however she failed to do so and continued to serve other clients until I went back to the desk at 4pm to enquire. Not exactly the best start to our stay.
When we got into the room at just after 4pm we found no bath robes. Not a big concern however you are charged for these if they are removed from the room. This was reported to Reception and on our return that evening we found two robes dumped in a heap on the kitchen worktop (where they would normally be kept??!!) We then discovered neither had belts and, even if they had, the belt loops were all torn. This was reported to housekeeping the next day and both were replaced, The next day again we found that one had been removed from the room, quite why I don't know but again, we had to ask for this to be replaced.
I then requested that we have a kettle in the room (the coffee maker stank of coffee - naturally - but not what I wanted when using to boil water for tea.) Reception told me they would check if there were 'any spare kettles.' Now, this is a 4/5 star hotel, surely to provide a kettle was not too much to ask? A kettle was left but not an electric kettle, one that my grandmother would use to boil water on the hob. Lo and behold it also disappeared the following day after it had been supplied. To be honest it was completely useless so I didn't bother ask for a replacement.
And, although we did not make any sort of mess, it was evident the room was not hoovered for the entire duration of our 7 night stay.
By far our biggest complaint was surrounding the presence of 'bugs' in the room. I fully appreciate this is a hazard of being so close to the water however my gripe is more with how it was dealt with. This was reported to Reception as soon as we noticed it, probably on day 2 or 3 of our stay. It transpired that nothing was done as we had to speak to Reception again, this being I think on our 4th or 5th night. I contacted the desk at 7:25pm to be told 'someone will be up right away.' As we had a dinner reservation we left the room at 8pm and spoke directly with Reception who told me the person who would deal with it was 'busy' so why tell me he would be up right away? However, when we returned later that evening, the smell that greeted us was simply unbearable, clearly a very strong pesticide had been used in the room without the room being aired. Apart from the fact this resulted in a very disturbed nights sleep, the inhalation of these fumes I'm quite sure could have been quite harmful.
To compound matters, we discovered after we had left Naples that the hotel had charged us twice for our stay. We had prepaid the booking in full and two days after we left found the charge on our credit card. This, despite being handed an invoice on checkout stating clearly that there was no money due (we actually got a $50 credit after complaining about the bugs, that would be a $ for every bite!!) At the time of writing this review, the refund has still to go back to our credit card.
Also, as an aside, although not part of the hotel, the service in the Bonefish Grill on site has to be the worst we have experienced on vacation in a long time. A server who didn't listen to what was ordered and brought the wrong meals at the wrong times - shambles.
To be honest we were probably quite glad to leave and have put this down as just been a very unfortunate sequence of events. We do still like the hotel and it does have a lot going for it and, would most likely stay again despite what has happened.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.