Villa Neri Resort and Spa in Linguaglossa

**Potential guests should know this before booking:** During our stay, we experienced no functioning Wi-Fi in our original room, a room downgrade, missing towels twice, a broken room lock that left us locked out for 45 minutes, a room without a functioning entrance or working lights on our final day/night (try packing in the dark and using the bathroom in pitch black), and a promised refund that management later refused to honor. The most disappointing part wasn't the maintenance issues—it was the hotel's unwillingness to acknowledge problems, follow through on solutions, or keep its word. My husband and I stayed at Villa Neri at the end of a two-week trip through Sicily and chose it specifically because we wanted to splurge on what we expected to be a true five-star experience. Instead, it was by far the most disappointing hotel of our trip and the worst five-star property we have ever stayed in. The problems started immediately. Our original room had no usable Wi-Fi and no cell service. Because we needed internet access for work and trip planning, this was a significant issue. Despite showing staff screenshots and testing multiple phones, laptops, and an iPad, we were repeatedly told the Wi-Fi was working. After being assured the issue had been fixed, we returned to find nothing had changed. Only then were we moved to another room, which appeared to be a lower room category than the one we booked. I let that go because I just wanted to finally enjoy our time at this hotel. Unfortunately, the second room brought a new set of problems. We woke up one morning with no towels (again, not a huge deal but not what you expect at a 5 star hotel...2 days in a row). Later that day, our room key stopped working entirely, leaving us locked out for approximately 45 minutes while staff attempted to gain access. The eventual solution was to tell us to leave the room door partially open so we could get in and out. Because the key card also controlled the electricity, we were left without functioning lights as well. We were assured the issue would be fixed while we were at dinner. It wasn't. We returned to a room that still had no reliable access and no lights, forcing us to pack for our early-morning flight in the dark. The next morning, there were once again no towels in the room. LOL I honestly couldn't believe it. To their credit, the hotel acknowledged how disruptive these issues had been and offered us a refund. At checkout, we were told the manager was unavailable and that we should leave our contact information so the refund could be processed afterward. That refund never came. No call. No email. No follow-up. After returning home and contacting the hotel, they refused to honor what had been promised. That is ultimately why I am writing this review. Maintenance problems can happen at any hotel (there was also a leaking ceiling in the hallway whcih I imagine wasn't the first time that had happened). What matters is how management responds when th