I have read many reviews before deciding to which hotel to choose. Unfortunately, some of them seemed to be biased by the condition of the city: an unfortunate combination of an amazing, surprising city and people from one side with a disastrous management and violent people on the other side. The city is a treasure, possibly one of the most beautiful ones in the world (lived there for 15 years), but the experience can be as rewarding as frustrating and even tragic.
But this should be a review of the hotel and the evaluation shall not be biased.
The hotel is located in an amazing position. Few hotels in the world can offer a view like those one located in that stretch of Via Partenope street. If you get a sea view room, getting on the balcony and looking at the view is a treat for the eyes.
The room I had was fine. Clean, not too big, with a good bed, a fully equipped but a little small bathroom.
Having stayed for one night, my interaction with the staff was limited, but had a good impression. My idea is that they don't receive much professional training and their approach to customers is dictated purely by their personality. I have to say that I felt comfortable with their service. The hotel was fully booked by a large group and the staff was very helpful in keeping my many suitcases after I checked out.
My only negative experience was the breakfast. The room was far too small and the offer not so rich as you would expect from such type of hotel. Less than 8 tables (all busy): completely insufficient!
Overall, I would return, not in a heartbeat, but Grand Hotel Santa Lucia will be one of my first picks for my next trip.

My husband and I stayed four nights in this hotel. We had visited Naples many times prior to this trip and also had stayed at a couple of other hotels in the area. We chose Santa Lucia this time because it is an old and smaller-size hotel located in the area we really like and also because it has been receiving very good reviews in Trip Advisor. However, it turned out to be a major disappointment.

Most staff members at the reception were neither friendly nor welcoming, and one particular individual was actually rude and unhelpful. The similar thing goes to some of the staff in the breakfast room; they appear to be more interested in doing their own things rather than helping guests who need their attention.

Also, the size and quality of furnishing were shockingly different from one room to another even if they belong to the same room class. We booked a senior suite through their web site. The first room we were given (Room #209) was too small and shabby looking to be called “senior suite”. It looks as if the hotel divided a large regular-class guest room into a living room and bed room so that they can sell it as a “senior suite” at a higher rate. Also, this first room was facing elevators and located on the lower floor, even though we specifically requested in advance such rooms not be assigned to us as my husband is easily woken by noises and the hotel assured us that our request would be honoured. After a few phone calls to the reception requesting a different room, we were given the one on the fourth (the fifth in North American hotels) floor. It was twice of the size of the first one and much more elegantly and luxuriously furnished. The contrast between the two was so shocking, considering that their rates were exactly the same. Although the second room was much nicer, its carpet looked dirty and stained (fortunately, they provided slippers in the room). The shower curtain was with mildew stains, and the shower head was partially clogged and not working properly. Moreover, the sound proof of the room was not so great. We were constantly woken and kept awake by street noises (particularly Saturday night), and we could clearly hear the conversation of the people in the room above us coming through our bathroom.

The hotels provides free WiFi service to their guests, but it was mostly out of operation during our stay and, even when it was working, the connection was very unstable. The food at the breakfast was quite mediocre, and the cappuccino I had was watery and tasteless.

On the positive note, the view from the room was truly beautiful, but it was not beautiful enough for us to make up all other problems.

I have stayed at this hotel dozens of times over the last 4 decades. It has rooms with old world charm and brathtaking views of the bay. The service is wonderful. I always conduct myself as a gentleman and the staff acts accordingly. If someone has written a bad review it is no doubt because they did not conduct themselves with respect. The staff always recogonizes me by face and loves to see me. One stay I had not been there for over 15 years and the staff still remembered me ! This is the only place I stay in Naples. The vista views alone are worth every penny. You don't udate rooms of this caliber. This is a Grand Hotel and should be treated accordingly. The breakfast service on the main floor has dozens of tables elegently laid out. Ti Amore Napoli

The hotel was very nice and everything was clean. Every of the front desk and the waiters were very friendly and helpful. My room had a beautiful view over the sea and the Castle dil Ovo (I paid a bit more to get a room with a sea view but it was worth) The hotel is in the perfect location in the quietest area, a short walk from the center of town also at night.
Sightseing bus to see all the nicest spots.