Sincere recommendation: please avoid this hotel due to its rude and appalling customer service.
We stayed for 1 night on the night of Friday 17 August 2007. We had already pre-paid for our stay through Expedia (i.e. in order to guarantee a particular room type) and we had pre-booked a parking space in the secure hotel car park.
Upon arrival, we were very disappointed to discover that neither the room type we had booked nor the secure car parking space were available.
The woman at the Reception was most unhelpful in dealing with these issues. When she disputed whether we had actually reserved these items, she actually got hold of a print out of our booking. I then pointed to the 2 items that we had reserved which were stated very clearly in black and white on the booking print out. Clearly the hotel had not bothered to read the original booking I had made properly and they couldn't argue that I hadn't pre-booked these things.
I complained to the Manager who was unfortunately even more unhelpful. She basically said that, although we had paid in advance (which guarantees the bookings), we had to simply accept the room they were offering and the lack of secure car parking on a 'take it or leave it' basis. I was appalled by this attitude. She simply didn't care less. After all, they already had my money.
I had to park in the street that night. Given that our car is an expensive one, I was furious that the hotel had not reserved a secure car parking space that I had already paid for. Vandalism and car theft are quite common on the French and Italian Rivieras during the Summer. But this hotel simply didn't care about providing a service I had already paid for.
As you can imagine, the last thing we needed was an argument regarding these issues during our driving holiday around Europe. So we just had to put up with it.
Other comments:
The room was of an average standard. The sliding door in our balcony didn't lock - so much for security. The communal areas were large and reasonably well decorated, although showing signs of wear.
Breakfast was also truly mediocre with stale croissants. The waiters were abrupt bordering on rude.
The location of the hotel is high up on a hillside in a residential area. San Remo itself has seen better days and we much preferred the French Riviera. We had only stopped in San Remo so that we could be in Monaco early the next day.
The hotel seems like the kind of place that people book for 7 or 14 days at a time - like a kind of resort hotel.
Conclusions:
What disappointed us most was the woeful attitude and unhelpfulness of the staff from the Manager right down to the restaurant waiters.
I am a very well travelled person and I am always reasonable in what I expect according to the amount I pay for a hotel. However, I expect to receive the things I have actually paid in advance for. This was not a case of requesting (and not paying in advance for) a couple of things that a hotel may or may not be able to provide. These were things I had actually paid for.
My sincere and honest recommendation to you is that you avoid this hotel at all costs. We simply couldn't wait to leave the next day - not the feeling one should have on holiday.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
