Well located, but poorly managed
05/08/2018 TRNBR, Rio de Janeiro, RJ
This was the first time that I stayed at the hotel. The receptionist took some time to complete my check-in, even though I was the only one at the reception. He was resolving some issues over the phon... more
This was the first time that I stayed at the hotel. The receptionist took some time to complete my check-in, even though I was the only one at the reception. He was resolving some issues over the phone, and me, checking in, had to wait until the end of his conversation, with whoever ended. Well, it happens ... But friends, please read me carefuly ... bigger problems were yet to come. I made a reservation in an executive king size bedroom. Upon entering the room, I noticed an architectural decoration completely inappropriate related to my standards. There was no separation between the bedroom and the bathroom, sink and the central bathroom mirror fully visible, no privacy at all. What's more, the shower compartment was completely transparent, glass devided, that is, whoever in the shower would be totally seen by anyone inside of the room, willing or not. For me, a minimum of individual privacy is compulsory. Therefore, I did not accept to stay in this room, which apparently was one of the "refurneshed" one. I asked for another one, more on the "orthodox" side. This new room was noticeably older, which would not be a problem if everything worked out fine.... The shower was inside the tub (OK), water outlet coming from the top, side guard between the tub and the bathroom (a glass flap) to prevent the shower water from falling on the bathroom floor was installed. The infiltration of water was unbelievable. Soon the bathroom became completely flooded, minutes after each shower begun. Impractical. Simply lack of maintenance. But essential for the comfort of the guest who was paying for all the installation. Parking, for those coming by car, is quite affordable. Breakfast food quite reasonable, nothing much to brag about, and the hotel location, in the city, is excellent. less
InterludeHotels, Interlude HR Customer Care Department at Best Western Ai Cavalieri Hotel, responded to this review
Dear Guest, thank you for your review.
We are pleased that you appreciated the central location of the hotel, just a few steps from the most important sites of Palermo centre.
We're sorry to read such a severe comment about the room and our staff. When you arrived our receptionist completed your check-in, he speaked at the phone only to give informations to other guests. We're sorry if you had the impression he was not attentive to you and your needs.
You booked a Deluxe Double Room, and we gave you the best Deluxe Room we have,in our opinion. When you said the room was not the best for your, our staff promptly changed your room, with another of the same category, on the fourth floor of our building, with a balcony, with great views. All the Deluxe Rooms have a hydromassage tub.
We're sorry if you had some issues with the shower, and water, but you said anything to our staff that would immediately check for any water infiltration. But in any case we often do maintenance work on the rooms and we had no problem with that room. In any case, we will check again.
We want to thank you for choosing Best Western Ai Cavalieri Hotel for your stay in Palermo. We hope to have you again as our guest during your next trip in Sicily. Best Regards