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“a lovely hotel with terrible customer service!”

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Des Etrangers Hotel & Spa
Ranked #22 of 75 Hotels in Syracuse
BOSTON
Level Contributor
5 reviews
common_n_hotel_reviews_1bd8 2 helpful votes
“a lovely hotel with terrible customer service!”
1 of 5 bubbles Reviewed January 15, 2014

I spent a week here recently, and when I had a problem with the swisscom internet that i had purchased, i was told that i wouldn't get charged for the days without the service for which i had paid (I bought the business package that promised continual and constant service)….however, the staff refused to honor these promises - the receptionist, who was also the manager the day i checked out, called swisscom and basically merely repeated their refusal to give me a complete refund…she didn't offer me anything in return, altho she did understand that i was getting really annoyed at her lack of understanding or service….this was NOT a way to treat a good customer…and we aren't talking about a lot of money here - she could have somehow adjusted my bill to show her good intentions - i didn't get that at all…..

Room Tip: rooms on the sea side are lovely and very noisy all day and nite...
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  • Stayed January 2014, traveled solo
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with this hotel

Helpful?
1 Thank PAULA N
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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1,230 reviews from our community

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Rating summary
  • Location
    5 of 5 bubbles
  • Sleep Quality
    4 of 5 bubbles
  • Rooms
    3.5 of 5 bubbles
  • Service
    4 of 5 bubbles
  • Value
    3.5 of 5 bubbles
  • Cleanliness
    4 of 5 bubbles
Traveler tips help you choose the right room.   Room tips (126)
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English first
Kolkata (Calcutta), India
Level Contributor
3 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 2 helpful votes
5 of 5 bubbles Reviewed January 6, 2014

This is a wonderfully elegant hotel in Syracuse. The Spa is amazing, the restaurant a dream. Even if the rooms are a bit of a throwback to bygone times, the charm was all there. Clean and palatial, the staff here fit the 5 star surroundings too. The only negative we found at all was the party crowd in this area of the city late at night. This may have been situational though. We’d stay here anytime in Syracuse. Highly recommended.

Room Tip: I suggest the bay side, higher floor for the views and access to the rooftop terrace (which is great...
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  • Stayed December 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
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Helpful?
Thank pinksray
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
St. Petersburg, Russia
1 review
5 of 5 bubbles Reviewed December 17, 2013

good SPA, amising restaurant and very comfortable room. You need to be prepared at weekends evening for music from the area located near to the hotel. For me personally disco was disturbing, but next day I enjoyed life music.

  • Stayed November 2013, traveled solo
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with this hotel

Helpful?
Thank Visitor230
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Lisbon, Portugal
Level Contributor
204 reviews
41 hotel reviews
common_n_hotel_reviews_1bd8 194 helpful votes
4 of 5 bubbles Reviewed November 6, 2013

5*?-- probably not, but an absolutely super location, three minutes' walk from the Duomo and directly above an iconic, historic "spring" surrounded by trees in which masses of starlings roost! To watch these birds mass and swarm from your small balcony in front of stunning sunrises and wonderful pink and blue morning skies is an amazing experience!!

Fixtures and furnishings of the room were, not to put a fine point on it, "tired" although adequate--the whole hotel is greatly in need of refurbishment! However, the rooftop terrace affords positively stunning views of Ortigyia and its surrounding waters and is a real plus in favour of staying here. Breakfast was great with prosecco, canoli, delicious cheeses, wholemeal croissants, etc. etc.

  • Stayed October 2013, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank barbararitchie
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Fort William, United Kingdom
Level Contributor
3 reviews
common_n_hotel_reviews_1bd8 3 helpful votes
1 of 5 bubbles Reviewed October 30, 2013

This hotel was totally disappointing and over-priced. The rooms were tired. The shower leaked and there was no hot water for our stay of 5 nights. Other guests had the same complaint. The staff refused to address any problems and talked and giggled in front of you in Italian assuming you did not understand. Any sensible person knows to keep comments to themselves till after one has left!! They did offer to change our room but when I inquired if the water was any hotter they just giggled and shrugged their shoulders. The ability to speak English varied in relation to your request!! Common sitting areas were few and often closed. If you wanted to go to the beach it was 15 euros each for them to take you across the bay on their boat. The roof top restaurant was pleasant but menu was limited and some of the staff were a bit too stiff. The only time we got a smile from the breakfast staff was on their last day when they were hoping for a tip. They never came over to ask for your order without having to be hailed. This was not just us as we noticed other guests becoming irritated. The housekeeping was excellent and they worked very hard trying to keep the standard of a shoddy room raised but due to its poor condition failed. Please note there is NO parking at this hotel. We were told there is a municipal car park at least a 20 minute walk away and you would have to feed the meter every day. A gentleman on the front desk informed us that spaces on the sea side of the road which had a white box were FREE for as long as you wanted but you had to be lucky to get a space. It was a very difficult hotel for sitting in if you wanted a rest as the top floor bar area was closed for weddings etc. NOT a great holiday for sitting relaxing if you didn't feel like site seeing. Very poor. The ladies public toilet was out of order for the whole (mid-week) 5 days we were there. Certainly no more than a 3 star hotel. They will have to up their standard quite a lot to make it 5 star and worth the expensive price they charged. After the wonderful hotel and service we had a the Villa Athena, Agrigento it was very disappointing.

Room Tip: Avoid this hotel
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  • Stayed September 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
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    • Cleanliness
    • Service
Helpful?
2 Thank MrsLmxx
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
patriziades, Executive Assistant Manager at Des Etrangers Hotel & Spa, responded to this review, November 5, 2013
Dear Guest,
We would like to thank you for choosing Des Etrangers Hotel & Spa during your recent visit in Syracuse.

We thank you too for informing us about the inconvenience you suffered during your stay, we check TripAdvisor.com because we keep in great consideration feed backs from our clients.

We apologize for the inconvenience and particularly for the fact that our staff was not able to properly explain and to manage the issue.

I have already shared your comments with the head department in order to avoid such situation in the future but I would like also to assure you that the feedback of our Clients has already positive.

We hope to have the opportunity to welcoming you again to Des Etrangers Hotel & Spa and to show you the level of our service.

With Kind Regards
Patrizia Torri
Executive Assistant Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.

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Brielle, New Jersey
Level Contributor
146 reviews
31 hotel reviews
common_n_hotel_reviews_1bd8 63 helpful votes
4 of 5 bubbles Reviewed October 28, 2013

Located outside of Siracusa, on the island of Ortigia, Des Etrangers Hotel sits at the tip of the island facing lovely water views. It possesses much of the old world charm that many travelers look for, but it could do with a bit of updating. While our room was large and the WC was functional, many of our fellow travelers complained of leaking faucets, and toilets that needed repair. The breakfast selection was rather limited, and the desk staff at times indifferent. However, the proximity to the town (which was interesting and filled with charming stores and places to walk to) makes this a good choice for the short-term visitor.

  • Stayed October 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
Helpful?
1 Thank mangiabene48
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Scotland
Level Contributor
65 reviews
16 hotel reviews
common_n_hotel_reviews_1bd8 45 helpful votes
2 of 5 bubbles Reviewed October 22, 2013

Although this hotel has an excellent location on the sea front and an impressive entrance, the rest leaves a lot to be desired. I stayed 3 nights at the end of a tour of Sicily. My room was adequate with a small balcony on the sea, but pigeons were nesting above and left their droppings on it. The bathroom had a small walk-in shower with a curtain but the shower itself was hand held and the holder was broken and there was nowhere to put shower gel or sponge. The hand basin had a huge crack in it and the tap was broken. I was unable to make the safe work. One day I went to my room around 2pm and the room had not been done - bed unmade etc. This was eventually done around 2.30. In the dining room the salt cellar was clogged and when I unscrewed it, it was dirty and had obviously not been cleaned for a long time. When I showed it to the waiter he made no comment! A bath robe and slippers in your room does not mean this hotel should have 5 stars, 3 would be nearer the mark.

Room Tip: Ask for an even numbered room as odd numbers are in a separate but connected building.
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  • Stayed October 2013, traveled solo
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank bowpa
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Des Etrangers Hotel & Spa

Property: Des Etrangers Hotel & Spa
Address: Passaggio Adorno 10/12, 96100, Syracuse, Sicily, Italy
Phone Number:
Location: Italy > Sicily > Province of Syracuse > Syracuse
Amenities:
Beverage Selection Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#8 Spa Hotel in Syracuse
#18 Luxury Hotel in Syracuse
#19 Romantic Hotel in Syracuse
Price Range (Based on Average Rates): $$
Hotel Class:5 star — Des Etrangers Hotel & Spa 5*
Number of rooms: 68
Official Description (provided by the hotel):
The magnificent neoclassical facade of the Des Etrangers Hotel & Spa dominates the harbour of Siracusa in Sicily, from its position on the island of Ortigia. This five-star historical hotel has the elegance and style typical of the grand European hotels and features refined balconies overlooking the sea. Step in style into the grand entrance hall and admire the precious marble floors, the stucco works and gold decor of the walls and high ceilings. This luxury hotel offers world class services in a unique environment. ... more   less 
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Also Known As:
Des Etrangers Hotel Syracuse
Des Etrangers Hotel And Spa
Des Etrangers Et Miramare Hotel
Des Etrangers Hotel & Spa Sicily/Syracuse, Italy

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