Amalfi Coast Hotels, Italy: which one?
Sep 14, 2021, 4:03 pm
#166
Join Date: Apr 2006
Location: NYC
Posts: 1,007
Regarding “subpar quality food”. Very curious about that because I just spent 3 weeks there and ordered room service a few times, as I always do every time I stay there. I’ve always been of a stellar opinion of the food at ISP and don’t consider my taste to be pedestrian (obviously 
) There are, of course, off days for everyone but not a single time I can recall having food there that I’d refer to as “subpar quality”, so do tell :-).
) There are, of course, off days for everyone but not a single time I can recall having food there that I’d refer to as “subpar quality”, so do tell :-).
Sep 14, 2021, 4:55 pm
#167
Join Date: Dec 2015
Posts: 181
It’s not so much the value that’s the issue, more that they confirmed a different room and switched us to a different one without any notice and then acted like they did nothing wrong when we asked.
Sep 14, 2021, 4:57 pm
#168
Join Date: Dec 2015
Posts: 181
Regarding “subpar quality food”. Very curious about that because I just spent 3 weeks there and ordered room service a few times, as I always do every time I stay there. I’ve always been of a stellar opinion of the food at ISP and don’t consider my taste to be pedestrian (obviously ) There are, of course, off days for everyone but not a single time I can recall having food there that I’d refer to as “subpar quality”, so do tell :-).
) There are, of course, off days for everyone but not a single time I can recall having food there that I’d refer to as “subpar quality”, so do tell :-).
Sep 15, 2021, 1:56 am
#170
formerly vienna-resident
Join Date: Jan 2005
Location: Montepulciano, Tuscany
Posts: 1,068
We had a lengthy discussion with the FOM and he was defensive until we showed him the multiple confirmations he himself sent us, which finally persuaded him to admit his mistake and offer an apology. Nonetheless, he was arguing until the end and kept insisting that we “got a good deal.” He would not commit to proposing a solution even though I gave him time and told him he could follow up after we leave and maybe discuss the issue with the GM. It has been a couple of days and I’ve yet to hear anything from him, not even a follow up email confirming the discussion we had. This has left a very bad taste in our mouths and essentially erased the generally good time we had on site.
avoidance (maybe the guest will forget about it)
defense (not my/our fault, you are misunderstanding/misinterpreting)
apology (problem solved, but without actually having solved anything)
delay (can't make a decision, we need to ask the GM/owner/prime minister)
hide (ignore the problem)
Not saying all are like this, but I've had quite a few experiences like this. Many hotels in Italy are very hierarchical, with the staff (including upper management) not empowered to make decisions.
Sep 15, 2021, 5:47 am
#171
Join Date: Dec 2015
Posts: 181
Sounds like a typical Italian hotel manager type. They are all nice and chatty, until a problem arises. Then it goes through the steps:
avoidance (maybe the guest will forget about it)
defense (not my/our fault, you are misunderstanding/misinterpreting)
apology (problem solved, but without actually having solved anything)
delay (can't make a decision, we need to ask the GM/owner/prime minister)
hide (ignore the problem)
Not saying all are like this, but I've had quite a few experiences like this. Many hotels in Italy are very hierarchical, with the staff (including upper management) not empowered to make decisions.
avoidance (maybe the guest will forget about it)
defense (not my/our fault, you are misunderstanding/misinterpreting)
apology (problem solved, but without actually having solved anything)
delay (can't make a decision, we need to ask the GM/owner/prime minister)
hide (ignore the problem)
Not saying all are like this, but I've had quite a few experiences like this. Many hotels in Italy are very hierarchical, with the staff (including upper management) not empowered to make decisions.
Sep 27, 2021, 11:53 am
#173
Join Date: Dec 2015
Posts: 181
I finally received a response from ISP after sending a reminder saying I'm still waiting for a resolution. In the same email, I said they could either 1) credit me the rate difference between a signature and premier, or 2) provide a hotel credit of the same amount and an upgrade the next time I stay.
This is what the General Manager responded with:
"Even though the Signature room was not available at the time of allocation due to an oversight and we had to assign a Premier room. Definitely, it was not a downgrade, if we consider downgrade a loss of value. In addition, it should also be taken into account that both extras and city tax were removed from the bill at the time of departure." (emphasis mine - and the "extras" he refers to included about four cocktails).
Need I say more? They really live in a fantasy. I responded and wished them luck, and gave them some suggestions on how to cheat guests better next time by not assigning a room that's advertised on the website as being a lower category to downgraded guests. Hopefully they take that to heart!
This is what the General Manager responded with:
"Even though the Signature room was not available at the time of allocation due to an oversight and we had to assign a Premier room. Definitely, it was not a downgrade, if we consider downgrade a loss of value. In addition, it should also be taken into account that both extras and city tax were removed from the bill at the time of departure." (emphasis mine - and the "extras" he refers to included about four cocktails).
Need I say more? They really live in a fantasy. I responded and wished them luck, and gave them some suggestions on how to cheat guests better next time by not assigning a room that's advertised on the website as being a lower category to downgraded guests. Hopefully they take that to heart!
Sep 27, 2021, 7:23 pm
#174
Was sydakllon
Join Date: Nov 2007
Location: SYD
Programs: Virtuoso, Rosewood Elite, FSPP, Bellini, Dorchester, MO Fan Club, Oetker Pearl, etc.
Posts: 709
avoidance (maybe the guest will forget about it)
defense (not my/our fault, you are misunderstanding/misinterpreting)
apology (problem solved, but without actually having solved anything)
delay (can't make a decision, we need to ask the GM/owner/prime minister)
hide (ignore the problem)
defense (not my/our fault, you are misunderstanding/misinterpreting)
apology (problem solved, but without actually having solved anything)
delay (can't make a decision, we need to ask the GM/owner/prime minister)
hide (ignore the problem)
Sep 30, 2021, 4:57 pm
#175
Join Date: May 2009
Location: SFO
Programs: UA Plat *G/DL Plat/Marriott Ti/WoH Glob
Posts: 141
The Caruso might not have the glitz of Le SIrenuse, ISP, or the Palazzo Avino next door, but its understated elegance is just my speed.
Sep 30, 2021, 6:39 pm
#176
Was sydakllon
Join Date: Nov 2007
Location: SYD
Programs: Virtuoso, Rosewood Elite, FSPP, Bellini, Dorchester, MO Fan Club, Oetker Pearl, etc.
Posts: 709
I'm super intrigued by Borgo Santandrea. Putting on my list for 2022.
https://borgosantandrea.it/en/home/
https://borgosantandrea.it/en/home/
Sep 30, 2021, 7:22 pm
#177
Join Date: Apr 2013
Location: MEL
Programs: QFF, AA, LM, EY
Posts: 762
Positano to hustle and bustle then Ravello to chill ? Or not really ?
Been wanting to visit the Amalfi coast for years...
Sep 30, 2021, 9:05 pm
#178
Community Director Emerita
Original Poster
Join Date: Oct 2000
Location: Anywhere warm
Posts: 33,755
Oct 1, 2021, 10:12 am
#179
Join Date: May 2009
Location: SFO
Programs: UA Plat *G/DL Plat/Marriott Ti/WoH Glob
Posts: 141
Oct 1, 2021, 10:27 am
#180
Join Date: May 2005
Location: Los Angeles
Programs: UA 1K, AA Plat Pro, Marriott Plat, Hilton Diamond
Posts: 1,048