Park Hotel ai Cappuccini in Gubbio

Staff was not interested in guests, just doing a job. Lobby bathroom was down a dark hallway, which led to another darker hallway which led to an even darker bathroom entranceway. The room was adequate but the bathroom floor was very slippery. We had to put towels on the floor to prevent slipping. Breakfast experience was not good. No friendly staff, 2 coffee pots were empty, had to flag down a server who had to brew more, card on the table said they had tea or cappuccino but no server came to our table, had to flag one down again to get a cappuccino. When a guest went to the front desk to ask a question, front staff person did not bother to get up from her desk ( the desk was on a platform at the back of reception) to come and assist the guest She just asked, "Can I help you?" What happened to customer service where you stop what you're doing and come to the guest to help?

I have mixed feelings about this hotel, a bit more negative than positive. First off the hotel looks great from the outside, and the common areas are very nice as well. The hotel is a converted monastery so it definitely has character and charm. However once you scratch below the surface then you start to realize this should not be labeled a luxury hotel. If it was independent I would have less of a problem with it, but they are part of the "Small Luxury Hotel" alliance (SLH) therefore they have international hotel luxury levels to uphold but unfortunately they do not. I am no longer top tier of the SLH loyalty program, I recently did not stay often enough with this hotel chain to renew top tier so I am now middle tier, consequently I did not expect a material room upgrade. I received a modest +1 upgrade from entry level room which was not a surprise. The room was acceptable in some ways, but the upkeep / maintenance was lacking. The towel heater was not heating and the paint was cracking and rusting. The room was very hot so we needed to open the window for some fresh air; the handle was loose and difficult to operate and will possibly fall off soon. The hairdryer was hanged and attached to the wall, which is something far more common at cheap hotels like an Ibis. The main feature which did not meet luxury standards was breakfast. It was appalling, in Italy of all places. The only hot dish was scrambled eggs and bacon. The only vegetable available was large uncut tomatoes. Heck even lowly Hampton Inn or Holiday Inn Express hotels offer better. Service was hit and miss - in the restaurant it was fine, and also I wanted to buy bottles of wine from their impressive cellar and someone came to unlock it and show me around. But there were other aspects where service fell short of luxury level. Upon arrival there was nobody to help at the entrance with luggage. Also every luxury hotel should have room service available all day but at this hotel it did not start until 8pm which made it impossibly late because we travel with a 2-year old. The restaurant itself also did not open until 8pm so we simply could not have dinner at the hotel. Overall this is not a luxury hotel and does not belong in the SLH group. If it was an independent hotel and considering the complete absence of international hotel chains in the area, I would be far more lenient but if a hotel belongs in an international group then guests will judge differently. The price tag at Park Hotel Ai Cappucini was also not cheap at all - it is inflated due to benefiting from the SLH name without fully delivering on quality.