Bondiboy
May 22, 07, 11:43 pm
The Hilton Villa Igiea (HVI) located on the edge of the Bay of Palermo under Monte Pellegrino, in Palermo, Sicily was originally a private palace built in the 17th Century which was restored and at the beginning of the 20th century and converted into the Grand Hotel Villa Igiea (GHVI). During the next century the GHVI became a highly regarded international standard hotel which offered magnificent location and and outstanding service. The guest list included royalty, heads of state and many well known celebrities. The GHVI was (reportedly) the ultimate luxury hotel in Sicily and one of the best in Italy.
Time passed; tastes changed; travel patterns changed; other hotels were built, and the originally magnificent location of the GHVI morphed into an industrial area with shabby buildings, cranes and industrial equipment. Unfortunately the GHVI did not change and seems to have made very little effort to adapt to the needs of today’s business/leisure traveler. Perhaps that is the reason that late in 2006 it became a Hilton franchise operation and was renamed the Hilton Villa Igiea (HVI)
Today the HVI is a majestic castle-like building with 109 rooms surrounded by a “typical Mediterranean garden”. The gardens and grounds are impressive and there is wonderful outdoor terrace overlooking the bay. The hotel has a fairly decent pool, a small gym and all of the usual facilities/amenities you would expect of a four/five star hotel
Although the HVI has lots of history (documented with many original paintings and photos which decorate the halls) and character, it is now well past its prime and character and history it its only claim to fame. The location and surroundings are not attractive or interesting and unless you are attending a conference at the hotel (which has fourteen convention rooms) the location is very in-convenient (a trip to downtown Palermo involves a trip in very horrendous traffic and in a taxi, will cost € 12-15 each way). The area just outside the hotel seems uninviting and nearest external restaurant within walking distance is a pizza place about 200 m downhill from the hotel.
I recently stayed two nights using Q3FN certificates. At check-in, I was told that as a Diamond. I had been upgraded to a sea-view room. I asked about breakfast and was told that the policy re Diamonds was to give either a ONE level upgrade or breakfast. Just to test the system, I said that I would prefer to have a complimentary breakfast rather than an upgrade. This caused some confusion as the rooms had been pre-allocated and I ended up with both the upgrade and a free breakfast.
My room (#108) was fairly spacious and comfortable. It contained all of the items/facilities that you would expect; but the bathroom was just adequate and still very “old style” The room had matching curtains and wall-paper (which gave it a strange feel) and there were heavy wooden shutters guarding the patio door, outside of which was a large semi-private terrace with outdoor furniture and a great view of the marina.
The TV was a 23 inch analog cathode-tube; the BBC and CNN were the only English language channels available. The toiletries were Crabtree & Evelyn.
If you want a morning newspaper, you have to pre-order it from the concierge the previous night. Extra papers are not available.
There is a PC available in an “internet nook” just off the lobby area, but to use it you have to use a credit card to pre-purchase a block of time.
Although the HVI is extremely proud of its Five Star status (you will see the five stars displayed in many places, including the front door mat), in my view it does not live up to its claim. The buildings and grounds of the HVI may be magnificent; the hotel has an impressive history and lots of character; it did not however meet my expectations with regard the attitude and service of the staff.
The present staff was obviously continued in service after the re-branding as a Hilton and the Hilton training just has not taken. The staff were continually chatting amongst themselves and seemed to regard the guests as a necessary but barely tolerated interruption to their routine.
For example:
• when I checked-in at about 3: oo pm on my day of arrival my room was not ready so I went to the bar to have a drink while I waited. I was the only customer in the bar and although there were at least three staff members standing around the bar chatting, I waited about 15 minutes for service and then had to walk to the bar and interrupt them to ask for a second beer;
• at breakfast, some the items on the buffet were still being put out 20 mins after the doors opened; also, you will not be offered a second cup of coffee;
• when discussing some matters with the concierge, one of his colleagues interrupted our conversation and commenced a discussion in Italian without so much as an “excuse me”
• without knocking, the maid just walked into my room to perform the evening turn-down. I complained but there was no apology.
And the final example of the abysmal service came when I attempted to check-out for an early departure at 0645 and the front desk clerk could not find the password to start the computer and process my check-out. He made a phone call; looked among papers; etc. He was then joined by the night concierge and the whole incident became reminiscent of a Mark Brothers skit. My complaint was met with the statement “the machine doesn’t let me.” The process took about 20 minutes, I did not get my bill and I almost missed my train.
Given the past history and reputation of the hotel, I had great expectations prior to my visit, none of which were met. I was extremely disappointed by my stay and I would never return. I felt that I had wasted my valuable Q3FN certificates.
Contact: The General Manager is Gianluigi Martorana
Time passed; tastes changed; travel patterns changed; other hotels were built, and the originally magnificent location of the GHVI morphed into an industrial area with shabby buildings, cranes and industrial equipment. Unfortunately the GHVI did not change and seems to have made very little effort to adapt to the needs of today’s business/leisure traveler. Perhaps that is the reason that late in 2006 it became a Hilton franchise operation and was renamed the Hilton Villa Igiea (HVI)
Today the HVI is a majestic castle-like building with 109 rooms surrounded by a “typical Mediterranean garden”. The gardens and grounds are impressive and there is wonderful outdoor terrace overlooking the bay. The hotel has a fairly decent pool, a small gym and all of the usual facilities/amenities you would expect of a four/five star hotel
Although the HVI has lots of history (documented with many original paintings and photos which decorate the halls) and character, it is now well past its prime and character and history it its only claim to fame. The location and surroundings are not attractive or interesting and unless you are attending a conference at the hotel (which has fourteen convention rooms) the location is very in-convenient (a trip to downtown Palermo involves a trip in very horrendous traffic and in a taxi, will cost € 12-15 each way). The area just outside the hotel seems uninviting and nearest external restaurant within walking distance is a pizza place about 200 m downhill from the hotel.
I recently stayed two nights using Q3FN certificates. At check-in, I was told that as a Diamond. I had been upgraded to a sea-view room. I asked about breakfast and was told that the policy re Diamonds was to give either a ONE level upgrade or breakfast. Just to test the system, I said that I would prefer to have a complimentary breakfast rather than an upgrade. This caused some confusion as the rooms had been pre-allocated and I ended up with both the upgrade and a free breakfast.
My room (#108) was fairly spacious and comfortable. It contained all of the items/facilities that you would expect; but the bathroom was just adequate and still very “old style” The room had matching curtains and wall-paper (which gave it a strange feel) and there were heavy wooden shutters guarding the patio door, outside of which was a large semi-private terrace with outdoor furniture and a great view of the marina.
The TV was a 23 inch analog cathode-tube; the BBC and CNN were the only English language channels available. The toiletries were Crabtree & Evelyn.
If you want a morning newspaper, you have to pre-order it from the concierge the previous night. Extra papers are not available.
There is a PC available in an “internet nook” just off the lobby area, but to use it you have to use a credit card to pre-purchase a block of time.
Although the HVI is extremely proud of its Five Star status (you will see the five stars displayed in many places, including the front door mat), in my view it does not live up to its claim. The buildings and grounds of the HVI may be magnificent; the hotel has an impressive history and lots of character; it did not however meet my expectations with regard the attitude and service of the staff.
The present staff was obviously continued in service after the re-branding as a Hilton and the Hilton training just has not taken. The staff were continually chatting amongst themselves and seemed to regard the guests as a necessary but barely tolerated interruption to their routine.
For example:
• when I checked-in at about 3: oo pm on my day of arrival my room was not ready so I went to the bar to have a drink while I waited. I was the only customer in the bar and although there were at least three staff members standing around the bar chatting, I waited about 15 minutes for service and then had to walk to the bar and interrupt them to ask for a second beer;
• at breakfast, some the items on the buffet were still being put out 20 mins after the doors opened; also, you will not be offered a second cup of coffee;
• when discussing some matters with the concierge, one of his colleagues interrupted our conversation and commenced a discussion in Italian without so much as an “excuse me”
• without knocking, the maid just walked into my room to perform the evening turn-down. I complained but there was no apology.
And the final example of the abysmal service came when I attempted to check-out for an early departure at 0645 and the front desk clerk could not find the password to start the computer and process my check-out. He made a phone call; looked among papers; etc. He was then joined by the night concierge and the whole incident became reminiscent of a Mark Brothers skit. My complaint was met with the statement “the machine doesn’t let me.” The process took about 20 minutes, I did not get my bill and I almost missed my train.
Given the past history and reputation of the hotel, I had great expectations prior to my visit, none of which were met. I was extremely disappointed by my stay and I would never return. I felt that I had wasted my valuable Q3FN certificates.
Contact: The General Manager is Gianluigi Martorana