lovely bartender - rest ok
12/07/2016 Caterina O, Glasgow, United Kingdom
Arrived for 3 night stay. Booked family room for 2 adults and 16 year old. Room was nice but bed for teenager was broken. Went to reception to tell them - big kafuffle. I don't expect people to be... more
Arrived for 3 night stay. Booked family room for 2 adults and 16 year old. Room was nice but bed for teenager was broken. Went to reception to tell them - big kafuffle. I don't expect people to be able to speak English, I have no other languages and am put to shame by the talents of the people we meet when travelling. So I was ok with having to speak to someone on the phone because the receptionist wasn't fully understanding the issue nor could she comprehend why I was unhappy with one of us just staying in another room. Spoke to woman on the phone who was very abrupt - said if child wasn't old enough to stay in a room 2 floors away then either me or my husband could and hung up on me. I asked to speak to the manager. Understandably he didn't speak any English and spent the next 15 minutes trying to get someone for me to speak to on phone. Eventually I was put on to a man - he also couldn't understand that we didn't want a 2nd room for one of us to stay in - kept saying it was a Sunday? What could I expect? I was told to wait for the house keeper to come from another town to look at the bed. I was not willing to do this - it had been around 30 minutes by then - and who knew how long it would be before the issue was resolved, I really didn't want to ruin any more of my holiday. We were told we would all have to move to an inferior room. I asked how we were going to be compensated for this. The man on the phone was incredulous that I should expect reimbursement for moving to a cheaper room. I was then offered a free coffee while we waited on the housekeeper! I declined. We moved room and went out to enjoy the rest of our day. When we came back we went for a drink at the bar - the bartender was very nice and apologised for the problem but told us the bed was fixed and we were to move back. My husband told reception we were not going to move rooms again at this late stage, he was told that we could stay in the room that night (it was after 10pm). Next morning we were again told by reception we had to move back to the room. Again I refused. When we arrived in on 2nd night room key wouldnt work so we had to go to reception. We checked out after 2 nights and moved to a different hotel. On checking out no one wanted to know why. I had to ask to leave a comment and my email address should someone wish to contact me about this. Other than the hassle ...
Location handy for exploring area
Decent breakfast lots of choice (fun to watch other residents sneak rolls and cakes into their bags)
as said above - lovely bartender
Not so good bits
Air con not great
No fan available
Shower looks great (can sit down and have jets shower you) but very uncomfortable
2 out of 3 of us had difficulty in connecting to WiFi (didn't like apple products)
Safe temperamental less
Principati, Responsabile reception at BEST WESTERN Hotel dei Principati, responded to this review
thank you for sharing your experience with TripAdvisor community: reading our customers' reviews helps us to improve service.
We apologize for the inconvenience due to unpredictable failure of the bed.
We tried immediately to fix it but the maintenance staff were temporarily engaged in another job.
We didn’t know that you and your family had to go out otherwise we could solve the problem during your absence without any discomfort and waiting from your side. When you came back in fact the problem was solved and we proposed to return again in the room with the double bed. We are sorry if there was some misunderstanding.
We also apologize for the difficulties due to the English language, our company deals with with international markets, and the operator on duty was able to understand the Russian language but unfortunately less the English one.
We apology for the inconvenience again...we hope that you will be again our guest so we can show that it was a singular event.
PS: The bartender thank you for the express compliment!