As NEJE wrote the director definitely should take a class in hospitality.
We had booked this room for end of August for 3 nights. In the emails prior to arriving we were promised a quadruple room split into two sections (also according to the website description).
When we arrived our room was not ready so we were told to go and wait in the restaurant and of course spent money on the place, although the room were supposed to be ready. The only upside was that the restaurant was closed but because of their delay they did allow us to spent our money there.
After hours we finally got our room but it was just one room for all 4 beds - quite small and not at all anywhere close the the description in brochure and on website).
I asked them about it and they said the other rooms were sold out and they couldn't do anything about it. This was what they had. Were told they were fully booked so sorry. I do believe they since have changed the description on the website because it was very misleading.
Anyway, we swallowed this and thought ok this is a very nice location, nice setting, nice pool etc. However the air conditioning also didn't work so the room was baking hot. They told us it would get better in the evening but I think even during the night the temperatures were above 35 C in the room so we were baking. We tried to ask them to get it fixed and they said they couldn't that night. Maybe the next day. They gave us a grappa on the house as an apology but that didn't help much as our children were baking and we ended up not getting any sleep.
The air con was blowing out hot air instead of cold air.
The room was super dirty with spider webs all over the ceiling and the bathroom was stinking of old sewers or a pissour. Probably due to the immense heat and lack of proper cleaning.
Next day we were beat and we begged them to do something. Nothing happened and the owner/manager then came and said he would fix it. He refused calling anyone as he didn't want to spent the money.
We went to have breakfast, which was dry bread and cold cuts but everything was out although there were another 1,5 hour left of breakfast. cold coffee and just not very interesting.
After several hours it wasn't fixed and it was getting too late to get anyone out. We then said thank you - please return our money and let us go. The woman at the front desk said ok but she had to ask the manager - he came storming in and exploded and started yelling and threatening us that we are free to leave but he will only let us leave if we paid for the nights we had booked because we guaranteed a 3 night stay and we would have to pay for all 3 nights. When I told him that we were only leaving because we didn't get the room we were promised and the aircon (which he refused to get fixed) didn't work and the room was dirty he yelled nothing in the description promised a working aircon and we got a room with 4 beds. That was all he had to provide.
The man was yelling and screaming so much that our children started crying and the father of the manager came and I think somehow reasoned with him (if it was not the girl at the reception who was apologizing over and over). Eventually after 30 min we got our passports back and they agreed not to charge for the last two nights. I think they also gave us the first lunch for free.
- Masseria Degli Ulivi Noto
