We stayed at this hotel on Nov. 10th - our last night of a very special vacation. It was a horrible stay. First, the good things - clean, large room, decent food at restaurant (when you can get it) free wifi, airport shuttle on time. Everything else, especially the service, was bad.
We arrived at 3pm - told that no food was available until 730pm. Quickly given key (no one else was checking in), not told about services, not given info about Verona, nothing. We had been on a train all day and were starving, and after we unpacked, went to the bar. The server saw us, ignored us, and cleaned behind the counter and turned off the kitchen light. So we assumed it was closed or they did not want to help us. We went for a short walk, and then asked if we could get a shuttle into Verona. There was not one available for 4 hours, and they said all we could do was call a taxi. We had wanted to see the horse show in town, but thought that maybe it was over for the day. The next morning we saw on the front desk that the hotel had shuttles available to the horse show in the afternoon, but they never mentioned this to us.
I then asked about the pool and wellness center, which is heavily advertised on the website. I was told that the turkish bath and sauna was not turned on, and that if I wanted to use them,. they would have to turn them on just for me. The staff did not seem happy about that, so I just went upstairs. We checked email and packed luggage, since there was nothing else to do, and we were still starving. There was only one English channel on TV (CNN west Africa??!!) and we gave up on that. At 730 we ran downstairs to get food - the restaurant was ok, but not great. Service there was good - the shuttle drivers and restaurant waiters were the only people who were even a little nice to us.
After my aunt and I ate, we checked the bar to see if we could get some food for my mom, who was not feeling well and stayed upstairs. All I wanted was a sandwich. There was a soccer game on, and the waiters (and apparently some of their friends) were using the bar area to watch it. That's totally fine, more power to them. But, when I asked for help, the waiter actually waved me away and made a face and kept watching the soccer game! I went to the counter and another waiter finally came out from the kitchen after several minutes to help me. He didn't speak English, so I eventually got out enough Italian to say that I wanted to take a sandwich upstairs. They made my sandwich while running out several times to the tv to watch the game. Another waiter rang me up and handed me the plate while not even taking his eyes off the screen. He didnt even acknowledge me when I said thank you.
We went upstairs and gave my mom her sandwich, and finished packing and went to bed. The walls are really thin and we could hear several people running around and yelling upstairs and outside. We could not get to sleep until nearly midnight.
The next morning, we took showers (decent water pressure, but what nice hotel uses a cheap soap dispenser for combination shampoo and body wash?) got ready, and went downstairs to check out. We handed our key to a new person at the front desk, and again there was not a crowd. He pointed at our shuttle, and didnt even acknowledge us, ask how the stay was, or even say goodbye. We couldnt wait to get out of there. The shuttle driver was at least nice.
Compare this to the other 3 places I stayed on this trip - Hotel Expo (also in Verona) had a closed kitchen when we arrived at 11pm. We mentioned we were hungry and they still made us some sandwiches, cookies, and beer and wine and their bartender talked to us for an hour when we got in.
Hilton Innsbruck was fantastic and surprised us with a free room upgrade and complimentary strawberries and champagne as a birthday gift. Alstadt Hotel Zum Hechten in Fussen, Germany, treated us like family, and asked us any chance they could if we needed anything or how we could have a better trip. We stayed at an apartment in Venice and the owner also asked us several times if she could be helpful.
I have never stayed at a hotel where I have felt unwelcome, much less been physically waved away by several people as if my being there was an annoyance. Would never return here!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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My name is Stefania Scalas and I am the General Manager of the AirportHotel Verona.
I thank you for the review you wrote, since for us every complaint is an incitement to improve our services even if, I should say, I'm sure that all the problems would have immediately been solved on the spot should you have addressed to the Duty Manager.
Anyway, after reading your letter I spoke with all the colleagues involved in the matter and what I can deduce is that the girl at the reception who checked you in quickly only had the impression that you arrived very tired from your travel and she simply did not want to make you wait in the lobby for a long time. Her aim was to give you the room key as soon as possible (most of our customers appreciate it very much) to let you enter and have a rest. I will anyway explain her to try to understand in advance the requirements of the single client, since, that's true, every client is a single world.
About the wellness center, the door was locked for safety reasons since we are hosting many families who lost their homes in the terrible earthquake which, last may, destroyed several cities in Emilia Romagna. There are therefore many children in the Hotel and, in the beginning, they were left free from their parents to walk all around the Hotel without any parental control. I had some meetings with the parents also to solve this problem, and now things are going better.
Honestly I don't understand the problem with CNN since as far as I know it does not exist a CNN Africa but only a CNN World News.
At last I've obviously spoken also with the night auditor ; he was only very worried the driver to arrive in time and pick you up not to cause you problems with the flight timetable.
On the other hand the behavior of the bar staff is not excusable and I will work to awaken all of them and avoid unpleasant situations in the future.
I hope that this will help to clear the matter and I also hope to welcome you soon back in Verona.
My best regards
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.