Relais Villa Montedonzelli in Naples

We had a smooth and easy check-in experience thanks to Maryna, who was very helpful. However, the management of our reservation by the hotel director was extremely disappointing. I had specifically booked a room with a backyard and grass for my service dog, but upon arrival, I was given a different room. When I raised the issue, I was told that the director changes reservations and rooms based on his own preferences and makes these changes without informing the guests in advance. This caused significant inconvenience for us. Additionally, for the price we paid, we did not expect to find a room with a completely broken mosquito net and a damaged sofa bed.

Despite the inconvenience they caused, they repeatedly asked if we wanted to pay an extra $10 for breakfast. I believe a gesture of good customer service would have been to offer it to us, at least as a sign that they were willing to make up for the mistake. Unfortunately, this was not the case.

Additionally, the breakfast service starts at 7:30 AM with a considerable amount of noise that reaches the rooms on the upper floors, and the last “shift” for breakfast is at 9 AM, which feels too early and disruptive for guests.

In conclusion, while the staff working at the hotel is excellent, the management and decisions made by the director are very poor.