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“Great hotel. Not so great staff”

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Palazzo Caracciolo Napoli MGallery by Sofitel
Ranked #18 of 186 Hotels in Naples
Certificate of Excellence
New York City, New York
Level 2 Contributor
6 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 8 helpful votes
“Great hotel. Not so great staff”
Reviewed February 20, 2014 via mobile

We were charged for two towels. Two soaps. Two pillows. Two everything. You get the drift. This is standard practice to include two of everything in a hotel worldwide and here it's a basis for a fake charge. Justifying a charge for this exact reason is demeaning to anyone's intelligence. I didn't much like this and the person who checked us in was training the next person to do the same. They need to work on their customer support. The hotel itself was a decent modern hotel. Something you would expect of a high end boutique hotel.

  • Stayed February 2014
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank calvarezmilan
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Palazzo C, Manager at Palazzo Caracciolo Napoli MGallery by Sofitel, responded to this review, February 24, 2014
Dear Guest,

thank you for your feedback. As it's no so clear what we have charged you that you have not agreed to pay for, it will be really helpful if you can better explain me what was wrong. You can write me directly at h5565-gm@accor.com, and I will glad to reply you soon.
Thank you anyway for your positive feedback regarding the hotel.
Hoping to hear from you soon, I remain,

A. Salvemini
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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2,485 reviews from our community

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Rating summary
  • Sleep Quality
  • Location
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveler tips help you choose the right room.   Room tips (189)
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English first
London, United Kingdom
Level 4 Contributor
18 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 13 helpful votes
Reviewed February 19, 2014

This hotel is absolutely flawless! there were initial concerns over the location, and being truthful the hotel is in the traditional part of town, and whilst the hotel has security on the gates its not really dangerous at all (obviously being vigilante as usual though).

The Train Station is a 10 minute walk from the hotel, but here lies the problem. There is a stretch of road some 5 minutes from the hotel where the bus station, roundabout and train station meet. This is the issue and danger area. Due to over 50% being unemployed, there is a sever problem with homeless and clearly immigration control, all of which suggests the cause to the pick pocketing and violence etc..

We were well looked after by LAURA (fantastic!) and Andrea, both true professionals!! They both arranged the private hotel car to the station (10 eur max) and also to the ports. The hotel has fixed fees and they simply cannot do enough for you!!

I cannot recommend this hotel enough, just ensure you have taxi's to the places you want to go and all is well.

Room Tip: We had the penthouse Jr.Suite (room 130) which was split over 2 floors, simply fabulous!
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  • Stayed February 2014, traveled as a couple
    • Value
    • Location
    • Sleep Quality
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    • Cleanliness
    • Service
Helpful?
4 Thank StuartBosley
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Palazzo C, General Manager at Palazzo Caracciolo Napoli MGallery by Sofitel, responded to this review, February 24, 2014
Dear Guest, thanking you for your positive feedback, we are waiting for you back in Naples.
Kind regards,
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Edinburgh, United Kingdom
Level 6 Contributor
100 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 36 helpful votes
Reviewed February 18, 2014

This is the hotel I chose to spend my first days with my fiancée, and it did not disappoint.

I had read the reviews beforehand and they all agreed on the quality of the hotel, despite the rundown surroundings. I thought to myself, “We’re pretty grounded, down-to-earth people. I'm sure the area isn't that bad..."

It was. But I think Napoli is definately a place where you can either get along or go along and believe me, its so much fun when you get along!

The hotel is spectacular, and our room had wonderful views of the interior courtyard from our terrace. The bed was extremely comfortable and the reception staff were friendly and efficient. The only issue was with room service breakfast as the restaurant required cash payment only, which was very inconvenient as it was our final morning and arranging taxis etc to the airport.

Overall, an amazing hotel situated in the heart of old Napoli. If you REALLY don't like shabby areas then its your loss as it was a wonderful stay.

Room Tip: Ask for a view of the interior courtyard, unless you like looking at the road. On the first floor, t...
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  • Stayed February 2014, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Sheikh_Well
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Zurich, Switzerland
Level 6 Contributor
127 reviews
20 hotel reviews
common_n_hotel_reviews_1bd8 36 helpful votes
Reviewed February 8, 2014

The quality of this hotel is very good! Nice rooms and a very good service. The hotel is situated in the old town, which is....well...very special. It's cute and intresting and frightning at the same time, One advice to everone going there - look poor not to attract attention. But the hotel itself - fantastic!

  • Stayed January 2014, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank filipinka
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Stockholm, Sweden
Level 5 Contributor
52 reviews
21 hotel reviews
common_n_hotel_reviews_1bd8 38 helpful votes
Reviewed February 3, 2014

Napels has two centers, historic and antic. M Gallery is next to historic- this means you are in the not well kept part of town. there are many dark streets evenin day time because they are bankrupted once.Not so lively, it has some charm but cons are unsafe old building, bad infrastructure, garbage and some dark guys hanging on every corner and it is not recommended to be around even for dining.. There are many homeless start preparing bed on corners by 7pm. We were with a toodler and a pram. It wasnt easy.

Antico centre is renovated and close to sea and full with many nice dining options and parcs.


Hotel was nice but I prefer somewhere I can walk back after dinner esp in a town where half taxi drivers are crazy and taxi tariffs can be anything..

Also hotels beds are quite high and they have stone floor. It was not my preference.
I would not stay there again just for location.

Room Tip: Inner room and ask for a terrace- Also corner rooms have bad wifi connection
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  • Stayed February 2014, traveled with family
    • Value
    • Location
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    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank orangetree76
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
London, United Kingdom
Level 6 Contributor
101 reviews
37 hotel reviews
common_n_hotel_reviews_1bd8 50 helpful votes
Reviewed January 31, 2014 via mobile

Booked a three night stay in this very nice hotel a stone's throw from the old town. Also a relatively quick walk to the main station, albeit through a dingy area. The hotel is a gem and set up very tastefully with rooms overlooking a quiet courtyard. Comfortable beds, clean room and friendly staff, what more could one ask for? Would certainly stay again.

Stayed January 2014, traveled as a couple
Helpful?
4 Thank Bruce C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Fife Scotland
Level 4 Contributor
20 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 16 helpful votes
Reviewed January 25, 2014

We spent half our holiday here and the other half in a more upmarket area near the castle at a similar priced hotel. What a difference! This hotel had everything I needed. Great bathroom, comfy beds, overlooking courtyard, so quiet at night. Huge choice at inc breakfast and pleasant staff. Free bus to town centre and back was fantastic. Could not fault it. First day outside hotel towards station was a bit grotty, not v nice area, but old town nearby with fantastic churches, ancient streets and Naples locals was amazing. Wish I'd stayed longer.

Room Tip: Overlooking courtyard was quiet and pleasant. Would not have wanted to look at street outside.
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  • Stayed August 2013, traveled as a couple
    • Value
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Helpful?
5 Thank lily67
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Palazzo Caracciolo Napoli MGallery by Sofitel

Property: Palazzo Caracciolo Napoli MGallery by Sofitel
Address: Via Carbonara 112, 80139, Naples, Italy
Phone Number:
Location: Italy > Campania > Province of Naples > Naples > Pendino
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Children Activities (Kid / Family Friendly) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Suites Wheelchair access
Hotel Style:
#5 Business Hotel in Naples
#9 Family Hotel in Naples
#11 Romantic Hotel in Naples
#12 Luxury Hotel in Naples
Price Range (Based on Average Rates): $$
Hotel Class:4 star — Palazzo Caracciolo Napoli MGallery by Sofitel 4*
Number of rooms: 146
Official Description (provided by the hotel):
The sophisticated decor of the 146 rooms in this stunning hotel help create the perfect blend of historic detail and modern comfort. Take in the enchanting architecture and decoration of the stately buildings near the elegant Palazzo Caracciolo Napoli MGallery by Sofitel. Delve into Naples' past and explore the antique shops on nearby via Foria. ... more   less 
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Also Known As:
m Gallery Palazzo Caracciolo Hotel Naples

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