2/10 Terrible
Natalie
Travelled with partner
28 July 2024
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
I am writing to complain formally about aspects of our stay at San Biagio Relais which drastically impacted our trip and do not represent the facilities and services expect of a 4* hotel. The hotel looked significantly different to the photographs, was run down throughout and unkempt, and though we were disappointed by this first impression, we were prepared to make the most of our stay until the following issues occurred:
1. No hot water- throughout our stay we had no hot water. It was tepid occasionally and only ever for a few minutes before going cold again. We informed the reception team who said that an engineer would be attending the following day and that we could not use the facilities for the entire afternoon whilst works were undertaken. We understood this despite the inconvenience as we hoped the issue would be fixed. After this period of no access to our bathroom, we tried the water to find it was still cold. When reporting this to the reception staff in the evening we were met with a ‘there’s not much more we can do’ reply, a lacklustre response to the loss of services at the hotel.
2. Poor customer service- as demonstrated by the above minimising response to issues with the facilities at our room, the customer service was poor throughout our stay. The staff were reluctant to offer advice, tourist information, help with issues at the hotel or general assistance every time we asked politely for something. I will be submitting the rest of this complaint by email
Natalie
Stayed 5 nights in Jul 2024