Hotel Baia di Puolo in Massa Lubrense

Do not book this hotel. Our experience left us feeling unsafe, unwelcome and completely unsupported.

The hotel advertised shuttle support, but when we arrived and needed to use it, they refused to send the shuttle and instead pushed us toward paying a crazy taxi fare just to get to the hotel. It felt like they were trying to pressure us into an unreasonable extra cost after we had already booked, rather than providing the service they had advertised.

When we called to resolve the situation, the customer service was awful. Staff started our as rude, dismissive and unhelpful to both of us, then became angry and aggressive. Instead of offering reassurance or a practical solution, they made us feel like an inconvenience. They then proceeded to ignore our calls (we had just arrived and were in the middle of the street trying to get this sorted).

The whole experience made the hotel feel untrustworthy and unsafe. We are still pursuing a formal complaint through Hotels.com and seeking a refund.

I would not recommend this hotel to anyone. We did not feel safe, respected or welcome.

Avoid this hotel. Terrible experience and shocking customer service.

They originally offered shuttle support, but then told us we would need to pay for a €50 taxi just to get to their pickup point. That is not a proper shuttle service and felt completely misleading.

When we called to try to sort it out, staff were incredibly rude to both myself and my partner. There was no professionalism, no care, and no meaningful attempt to resolve the issue. They then proceeded to ignore our calls and messages.

We are still pursuing a formal complaint through Hotels.com and seeking a refund. Based on our experience, I would be very cautious about trusting any positive reviews. We certainly did not experience anything close to what they suggest. Stay literally anywhere else, it's not worth risking your holiday on these dodgy operators!

Disappointing Experience – Poor Communication and Service

We reached out to the property about two months before our arrival, but unfortunately never received a response. Upon arrival, we waited around 45 minutes at the bus station before someone came to pick us up and bring us down the hill.

The biggest issue was the shower, which was completely clogged and wouldn’t drain. Despite raising this with the staff three times, no one took responsibility or fixed the issue. Each time, the blame was shifted to someone else on a different shift.

Overall, the staff were not friendly or helpful. In fact, we found them to be quite rude and uninterested in providing any level of hospitality. It didn’t feel like they cared about guest experience at all.

Would not recommend based on our stay