We stayed at this hotel for 3 nights together with a 30-member tourist group. We arrived at the hotel at late evening on 18th July. The hotel's reception is a small garrison-box like house hidden at the back yard and connected with a narrow road. Our Italian bus driver had no choice but left us at the gate, which was actually just beside the road side. Without vivid guide, all of us walked along the road, almost circled the entire hotel with heavy luggage, most of us were women and children. When we were finally nearing the Garrison, the reception lady stepped out and shouted: ‘Stop!! Stop!! Stay there!’, so rude as if we were refuges at the customs. We had no choice but to stand outside, suffering the still-high temperature, tiresome and mosquito attacks…

In other hotels it just took several minutes because all the keys had been ready according to the list. But that reception lady took almost 30 minutes to work our check-in, even not knowing we would stay for 3 nights. What we did find a major irritation was that she purposely received some individual guests who arrived after us. Our group guide complained to her, she replied: ‘Your people really need slow…’

I was deeply upset when I finally got the way to open the door of my room. My room was semi-basement towards the road, bare garden earth right in front of the windows. The worst case was the air condition, which worked out merely cold but noisily like a truck engine. For God’s sake, the temperature in Italy those days was over 40 degree.

I went back to the Garrison with our guide, asking if I could change a room. I would like to take extra cost for a better room. The reception lady not only responded NO without any intension of help, but also went to my room to confirm my saying like I was a liar. She stood on the small table, put her light hand at the air condition vent, and concluded it was working. I repeated the problems and asked her to consider of changing my room even from next night. She replied rudely: “NO ROOM. You are the first one who claimed this problem.” I tried my best to control my temper to say: ‘I am the guest in this hotel and I have right to complain. Would you please show bit professional?’ She said: “You have no right to talk to me. All the member of your group shall talk to me through your guide.”, then went back to her Garrison.

Our guide was angry and said: “Come on, lady! This is your job!!!...” Guess what she said??? “I am a woman and you speak to me loudly. I am calling police right now.” She asked two guests who happened at the Garrison as witness, and picked up the phone to call the police, in Italian Bra, Bra, Bra….

What was I supposed to do? We could not go on with our tour without our guide. So we shut up and went back to the room waiting for the police. After one sleepless night, no police officer came at the end.

Thanks for the cool temperature in the midnight in Italy! I managed to sleep with windows open for 3 nights, suffering the mosquito attack.

My questions to hotel management: Have you ever educated your staff, including that reception lady about the golden rule: Customers are GOD?

My advice to that Reception lady: As Emily Post would say: “Manner is personality—the outward manifestation of one’s innate character and attitude toward life.” You are a very pretty Italian girl and you would be real beautiful if you pay more attention to your etiquette.