Best Western Regina Elena

We arranged airport pickup 3 weeks ahead of our flight into Genoa. We re-confirmed our airline, flight number and contact number the day before we arrived. Our flight arrived early, but by the time we waited for our carry-on bags to be unloaded as it was a small plane, took a bus to the terminal it was only 10 minutes ahead of my best guess pick up time of 1:45. When we exited baggage claim into the small terminal there were six drivers with name cards. None of them were ours. We walked around the terminal a few times with no luck before going out to where the taxis were, thinking our driver might be there. The hotel gave us no clue as to where he would be and didn’t give us a number to call him. At 1:40 I called the hotel and was told that since our flight arrived early the driver assumed he missed us and had left but that they would call him and have him return. I called 8 minutes later and was told they couldn’t reach him but they would get back to me. After 24 hours of flying I told them we would wait 5 more minutes but then would take one of the ten taxis parked right in front of us. While I was making these calls my husband went back into the terminal and walked all around looking for our driver. After my third call they told me they still couldn’t reach the driver but wanted us to keep waiting. I told them we had waited 30 minutes and that was long enough. We took one of the airport taxis and had to pay 40 Euros more. The front desk apologized when we checked in and we thought the matter was settled. After traveling half way around the world we just wanted to rest and enjoy our vacation. A few hours later I went to the front desk and asked for a local map. I was accosted by I assume the manager and assistant manager asking me what had happened. I recounted the situation to them. Instead of an apology I was tersely told that “Since we were no shows the hotel had to pay the driver”, I told them we we not no shows. We were there and called the hotel 3 times and got no valid answers and after waiting 30 minutes we had to find our own transportation. The manager then rudely told me “Well, you can decide whether you want to pay for it.” She then rudely turned her back on me and walked into her office and shut the door on me. I tried re-explaining what had taken place to the assistant manager. I asked her why hadn’t the driver call us - I emailed our phone number? Why weren’t we given the driver’s name and phone number in case we couldn’t find him? She wouldn’t answer this, she just told me that this driver picks their guests up all the time and there has never been a problem. I told her we have been picked up dozens of times by hotel arranged drivers and we have never had a problem. Here is what we are left with. We were at the airport. They had our flight information. We waited 30 minutes, searched the very small terminal 3 times, and called the hotel 3 times before finding other transportation. We performed our due diligence. The hotel is now blaming us and insinuating we should pay their driver even though they can provide no proof that he was ever there. Instead of enjoying our vacation we now find ourselves in a hostile uncomfortable environment in a foreign country. We are copying this to our friends and family should any unexpected retribution occurrences take place. less

We stayed for three nights on a Riviera holiday. Hotel is older style lovely chandeliers and grand rooms, at the edge of town, but an easy walk to all the shops, restaurants, beach area just across the road. We had a room with a balcony and sea view. Rooms are very small, only just able to walk around the bed, bathroom okay. We found Breakfast was very good, except for only one coffee machine. Most hotels these days have two or three, so a little wait to get your coffee, when travelling with a group of 32. Our evening meal was included, very large portions, four course dinners were fine, just a mix up at our table on the last night, five of us waiting for the main course, whilst the others on the table had already eaten theirs. Service was efficient but not friendly. The hotel is a good base for seeing the area, easy to visit Portofino and Cinque Terra by local boats. less

Just wanted to say HUGE thank you to Francesca and her great team( Giardano, Jean Paul, Christian, Alice for making my stay in Italy amazing!!!! The warm smiles, food and ever so helpful in everything was simply astounding and appreciative, so thank you ever so much. I hope to visit again soon. Thank you JJ less

We stayed here as a party of 47 as part of a Rivera Holidays tour group. We were here for 3 nights on a half-board basis. We were in room 226, a lovely large room with a sea facing balcony. It was clean, comfortable with all the amenities we are used to having in a modern European hotel. The shower was tiny, barely 150cm square, but it worked and it was fine. The lifts are also tiny, barely accommodating 2 of us and our suitcases, but again, they worked and it was fine, albeit a bit rickety. Food here was ok. Dinner service was swift and efficient. Buffet breakfast was ok too. The best selling point for this hotel was the location which was very convenient for walking into town (5 - 10 mins) to get to the shops, train station, ferry and charter boats and the busses. You could even walk to Portofino in under an hour along the coast. There is an excellent rooftop heated pool and the views up there are lovely. less

The hotel is situated on the sea front. The bedroom was side facing, clean but there were no drawers, only a wardrobe. We did get a turn down service and our towels were refreshed during the evening. The food was very good and lots of it. The pool on the roof was very small. less