I was debating as to whether I should write this review as it was not in my nature to do so. I didn't even have a tripadvisor account prior to this day. I have decided that I should. In summary, I have the most unnecessary and outrageous treatment by the General Manager and have decided to go for another hotel in Positano as walk-in, which by the way, turns out to be lovely (so convenient and immaculate views and service).
This subject General Manager in Casa A had failed to address an issue on the description and had simply resorted to aggressive behaviour, shouting in my face and staring at me in most part of the conversations. I was the one to steer them (including the director) from plain rudeness to a resolution mode by asking them on how they were proposing to resolve this. There was a 180 degree change of attitude after I said that I would change hotels and it was like a 10 second changeover. To be honest, he had switched to speaking gently but I feel that he's suppressing his attitude for the sake of it. They were worried about the reviews as they kept on talking about how customers are their paramount concern and reviews were always good. How it was only this occasion that has a problem. Well, failure to deal with booking issue in a polite and constructive manner is itself a big no no. Not to mention that it was dealt with by aggressive behaviour and coming from the General Manager.
The full story started with me booking a room rate that includes a one way transfer transport. The exact wording is for example, eur xxx per night, "included 1 night accommodation, welcome drink upon arrival, one way transfer to/from airport/train station with 10% discount ...". This rate is about eur 100 more than "the room only (without transfer)" rate. Given that my stay would be rather short which means that I need at least 2 one way trips, the location of Priano being far from naples where people may want to have a transfer to the naples and the existence of a much cheaper rate without the transfer, I had booked this higher price rate for 3 nights, thinking that I would have the transfer every day. I did wonder whether this is so at the time of booking, but concluded that it should be right given that (1) there was a eur100 price difference with the room only rate, (2) if they had meant for the one way transfer to be for the first night, it would have said so, (3) if I replace the one way transfer item language with 'breakfast', it would have been odd to interpret that such item to apply on the first night.
After the booking, I emailed the hotel and query whether it means that I have one complementary transfer everyday and the hotel staff reiterates the transfer terms and in her exact words, "...That does mean that you will have a one way transfer every day."
So, I arrived only to found out that the rate only includes one way transfer on the first day upon check in. The senior management, including the management basically didn't listen or re-read their description and emails properly in the first 20 mins. I was really annoyed on their failure to even appreciate what the problem is and there is no sign of resolving the matter. The general manager started to become aggressive and rude- starting shouting and staring at me. I was shocked and despaired when I learned that he was in fact the General Manager- what more can you expect if he himself behaves that way. I refused to talk to him (while he's in his aggressive mode) and asked the director on how they are going to resolve this. Surprising as to how we need to engage in a this row for so long before we can start to be constructive. They offered a more expensive rate per night without the transfer which I didn't find reasonable. If I were to book for room (without transfer), I would have benefited a much lower rate at the time of booking. Then the General Manager started shouting at me 'WHEN, When.." Repeatedly. I made the booking only a month before arrival. His point is that the offer is gone and its my problem but hey, the problem is that your hotel mis-sold! On the customer service level, I think he's unspeakable. On the legal compensation side, I am entitled to a compensation on what I have suffered.
At that point, I just thought that I should not be staying there and said that I would change hotel. And I went to the place for the Internet access for network. Their attitude changed 180 degrees. I demanded for an apology and I got it. They restated so many times how customer is the first and their reviews are so good. . Action more than words and I experience the actions full-on. They offered a slightly lower rate now(in the hope of "resolving" the matter). The aggressive behaviour and shouting previously was so bad that I found it hard to stay in this hotel or even talk to these people. The sharp change of attitude was also hard to digest given the extreme behaviour.
The General Manager 'waived' the transfer fee on arrival and agreed that I should not be charged for cancellation as the cancellation was due to misleading description.As one could imagine, I would be suffering from a high rate with the other hotel as I was a walk-in in the evening. Casa Angelina is lucky that I didn't go after them with the difference.
Plainly shocking customer service from the boss! Harm was done to the extent that whatever remedies he tried to pull at the time would not have justified his behaviour or remedy how it had ruined my holiday. Thanks to Le Serenuse which manages to salvage my impression of Positano.
- Official Description (provided by the hotel):
- Barefoot Luxury on Italy's Amalfi Coast ... more less
- Reservation Options:
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- Also Known As:
- Casa Angelina Hotel Praiano
- Casa Angelina Praiano, Italy - Amalfi Coast
- Hotel Casa Angelina