Palace Napoli

We booked three nights at Sant’Angelo Suites, expecting a comfortable stay with a promised view of Mount Vesuvius. Unfortunately, the experience was disappointing from the start. On the first night, we were placed in a room with no window, only a solid door leading to a balcony that was covered in netting and filled with pigeons. The view was of an inner courtyard — nothing like the volcano view we had specifically booked. After a long discussion with the front desk, we were told that the correct room would become available the next day and that our luggage would be moved while we were out, since they couldn’t say exactly when the room change would happen. However, when we returned the next day, we discovered that our bags had not been moved, and we had to go to the reception to ask where our luggage was. Only then was the issue addressed. The new room had a view of Vesuvius, but felt slightly smaller than the previous one. That evening, the power kept cutting out, creating a stressful and unpleasant environment. The breakfasts were another major disappointment. Each morning we found mostly empty serving trays, and the staff made no effort to replace the missing food. Guests were left looking at empty platters while the staff stood nearby, acting as if everything was normal. It felt careless and unwelcoming. In the room, the electrical outlets were nearly unusable — plugging anything in caused the lights to flicker, and removing plugs was difficult. Water constantly spilled out from the shower, making the bathroom slippery and uncomfortable. The only real advantage of this hotel is its proximity to the train station and the city center — but definitely not worth the price. And most frustratingly, no one ever apologized for giving us the wrong room in the first place. We would not stay here again.

Despite the friendly staff, the hotel does not provide a peaceful stay. Thin walls and poorly sealed doors fail to block noise from neighboring rooms and the hallway, while the busy street adds to the disturbance. Additionally, an unpleasant odor was coming from the bathroom pipes. The staff was polite, but the overall conditions left much to be desired. In my opinion, the rating on Booking and here is overrated.

Let me describe the problems: I did not stay in the hotel I paid for. Although I expected HSP to be a better location, it turned out to be a bad joke. A 4-star hotel? At best, it deserves 2 stars. I couldn't sleep a single night because of the noise from the cleaning staff, construction workers outside, and the hallway door, which woke up everyone whenever it closed. Speaking of the hallway door — the door to our room didn’t close properly. When someone closed the hallway door, our room door would partially open by itself. It was impossible to keep the room door fully closed. The bathroom was full of mold — on the door, inside the shower cabin, and there was hair everywhere and dirt in the bathtub. There was a terrible sewer smell in the bathroom that couldn’t be resolved, not even with the ventilation on. The air conditioning didn’t work. I went to the reception and asked them to fix it. A kind gentleman came and supposedly repaired it, but instead of heating, it blew cold air, and the filter was broken as well. I stayed at HSP from April 5th to April 12th. I didn’t notice all these problems on the first night because we just checked in and left for a two-day trip to Rome. When we returned, we were hit with that unbearable bathroom smell, and that’s when we started noticing all the issues. I went to the reception and mentioned everything listed above — but with no success. Only partial, temporary fixes. After three days, I got fed up and asked to speak to the hotel manager, because I found it insulting to be offered such conditions at a so-called 4-star hotel. If we had stayed just two or three nights, I might have looked past it. But for a longer stay, the conditions compared to the money we paid were unacceptable. They told me to come the next day because the manager would be there all day. I came back, but he didn’t bother to show up or talk to me. I told the staff that if they didn’t solve the problems that day, I wanted a refund. As mentioned above, things were partially fixed, and for two days it was okay — but then the problems came back. I know this is a long message, but I’ll also attach pictures of the bathroom so you can see for yourselves. I DO NOT RECOMMEND THIS HOTEL AT ALL. THIS IS NOT A 4-STAR HOTEL — IT'S A 2-STAR HOTEL AT MOST. YOU’RE BETTER OFF LOOKING ELSEWHERE — DON’T WASTE YOUR TIME OR YOUR MONEY HERE.