Smart Hotel Napoli in Naples

I booked with this hotel and another hotel in Rome and also in Istanbul, and they all had the same conditions and were non-refundable. I was excited about my trip to Italy and then Istanbul, and suddenly the war broke out in the Middle East and the airspace and airports were closed. I contacted all the hotels, explaining my circumstances and understanding that the reservation was non-refundable, but that I was in a state of emergency. They responded and confirmed that reservations were non-refundable. I contacted them again, explaining the dire situation in my country and my inability to travel. Fortunately, the Rome and Istanbul hotels understood my situation and wished my country and me safety and an end to the war, hoping I would return in the future when conditions improved. They refunded me in full.

However, this particular hotel showed no consideration for my being in a state of war and was extremely rude, even though I contacted them multiple times via email and phone. Each time, I was met with a cold response. I checked the hotel's reviews and saw complaints from people about their curt replies and lack of understanding when booking errors occurred.

Unfortunately, I booked with this hotel. I understand their booking policy, but I expected them to understand my situation and gain me as a customer, just as other hotels did with their kind and respectful service, and as many hotels around the world did for my friends whose trips were canceled due to the war, for their trips

Once conditions improve, I will definitely return to Italy, and Naples will be on my next trip. Naples is on my wish list, but I certainly won't be staying at this hotel, which lacks decent customer service. Also I will advise all my friends traveling to Naples against staying at this hotel.

Note: I wanted to review the hotel on Booking.com, but the hotel canceled my reservation today to prevent me from leaving a review, even though the reservation was confirmed and fully paid for.