Terme di Saturnia Natural Spa & Golf Resort - The Leading Hotels of the World in Saturina

update - I stand firmly by my original review that was removed & the below review . The situation was serious & traumatizing. I contacted my embassy at the time, which easily can be independently verified. As well as viewing & releasing the security tapes of the evening as well as the condescending attitude of the manager as we hurried to depart as I clearly did not feel safe at Terre di Saturnia.
Women especially nonwht / nonItalian should stay aware of the surroundings & stay with a companion.

I visited Terme di Saturnia Spa & Golf Resort for a birthday celebration a few years ago. The property’s grounds, pools and wellness facilities are nice and the guided hike and thermal experiences earlier in my stay were lovely. I am publishing this follow-up because my original, factual review was removed without notice or explanation and I worked for months emailing Google to learn why but to this date I was given no explanation.
On the late evening in question I sat alone at the bar area by the fireplace for a drink and light snack. The bar was quiet and no staff were nearby. An unrelated white couple sat at my table without asking, they never ordered anything but soon after they started put their trash (candy wrappers) in my charcuterie plates, I removed the trash from my plates and asked them to move to another table. That is when they proceeded to behave aggressively: the couple continued to provoke me by recording me on their phones while laughing and pointing their cameras directly at me. The situation escalated into physical contact when I stood up to ask them to leave the third time and the man stood up and pushed me into the table. I threw the remainder of my drink in an attempt to stop the assault. Bar staff finally intervened and separated us, but they did not speak with me about what happened, they pulled the couple aside and spoke only in Italian, they did not offer to call the police and appeared to side with the other guests. I repeatedly requested that the police be called and asked for the couple’s room number; staff refused. They also refused to call the manager stating that he was sleeping but they would let him know in the morning. Feeling unsafe and disregarded, I packed to leave early as soon as the sun was up. The manager finally arrived while we were packing the car but offered no apology and did not address why staff had failed to protect me or call law enforcement.
As a woman of color and non Italian speaking, in a foreign country this was not only a traumatic, distressing physical assault but also a painful example of being discriminated against and not taken seriously while being discarded by staff on duty. My experience left me shaken and frustrated. I called the embassy as soon as they opened but was informed that I needed to file a local report with the police station but at that point we had already been hours away.
It is expected that a top-star property to have clear, enforced procedures for guest safety, prompt incident reporting, staff trained to de-escalate while protecting victims, and transparent follow-up when complaints arise. Terme di Saturnia Spa & Golf Resort did not offer medical assistance, refusal to call police when a guest requests it and no one took a witness statements.
They should ensure at least one staff member on duty is clearly identifiable and reachable in late-night public areas and provide clear public guidance for guests who want to file complaints and ensure timely, documented responses when complaints are made.
Reassess how guest feedback is moderated online and publish a clear process for why reviews are removed and how guests may appeal.
Why I say this review was removed unjustly
My original review described my direct, personal experience and did not include profanity, it included the public names of the manager that refused to help. Despite repeated attempts to learn why it was taken down, I received no substantive explanation. That lack of transparency undermines trust: guests rely on honest accounts to make safety decisions

It was the worst experience ever. We left the place as soon as we entered. All old stuff. Small spaces very old and worn out towels, small and limited showers which weren’t clean with just a soap!
There were worms also in the water! Also the staff were rude.
We traveled 2 hours to get there but it was terrible. Never again!

They lie to people about what their access covers. I only wanted to see the cascate di Saturnia but they claimed their admission covered access to this. 26€ wasted, time wasted. Then they take zero accountability for it. Claim they will refund me but don't. Their so called director Maria Vittoria is an unethical liar

We have booked the entrance with sunbeds online and upon arrival the staff told us they don’t have the availability for sunbeds. Very disappointing.
The bistrot is just a bar with only piadine and sandwiches to eat (dry and poor), the Greek yogurt was good though.
The white dress code is not that obvious, because it’s seems more like a suggestion. If you want the people to wear only the WHITE outfit here — include it in the price and there will be no questions asked. Or make a warning on the website that is visible, I don’t have to search the whole website to find this rule.
The whole atmosphere in the place was rude and angry.
I’ve expected a nice and relaxed day, I got angry people and no sunbeds🔥👍🏼
To be fare I must say that we were offered a free cup of mud (face mask).

Also it’s confusing the pictures on the website. It seems there are the natural pools, but it’s actually another location. It was not necessary to come here at all. The pools that are advertised everywhere are free of charge and are located nearby.
The place is understaffed and the queue in bistrot was endless.

My husband and I were disappointed with our experience here. The website is a false representation & shows it to be upmarket and much nicer but in reality the pools didn’t feel well maintained & some were very dirty. Way over priced for the experience. We were in the sauna & were told to leave due to a “ritual” that you had to pay to attend. Why is this not included in the high price? Very strange.

The free public baths 5 minutes away are much nicer!! For some reason the photo of the free ones are used here and it’s incorrect.

This is not for kids imo.
There are very limited pools for kids to go in.
My youngest was so mad she wasn’t allowed in the ones she wanted to go in .
I would say this is more for adults.
And we saw worms 🪱 in one of the pools … they said the worms were normal… but they honestly look really gross …
The place looks like it has never been updated
Like the tiles and stones look chipped and old and slimy like they don’t ever clean the place really.
Maybe for some this is part of the charm but for us it felt really dirty.
I have been to way nicer thermal places that have left me feeling relaxed and clean.
This place sadly did not .

The service Is awful, the blonde woman shouldn't be working with customer service if she gets mad when people asks simple questions.

Did not like this place at all. Average at best & they charge for entry but it excludes towels & lounge chairs. Actual pools itself were average. Give this place a miss.