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All reviews m gallery covered courtyard beautiful hotel train station old palace central courtyard an oasis historical building dirty city pizza luxury hotel reception staff centro storico hotel restaurant stayed here for two nights after dark amalfi coast
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Reviewed 29 May 2018 via mobile

I recently spent two nights in the hotel and I have to say I was not really impressed.
We decided to book it to celebrate my 30s and enjoy a 4* hotel experience, however it was not a 4* standard at all.
The hotel is very old and worn out. The tiles from the bathroom were lifting and there was a lovely fly smashed on the wall of the bedroom, with blood. Very classy.
We had to ask for more toiletries as the second day they didn't bring any new one.
During our stay, on both Sat and Sund there was a party in the Hotel garden; music was so loud that our windows glass at the second floor were shaking.
On the second night we complained to the receptionist and she said "they paid for it so nothing I can do..." like we were there for free????? Something was clearly not well organised and the over all stay was not as expected.
I won't go back and start questioning Sofitel standards.....

Stayed: May 2018, travelled as a couple
1  Thank camillary
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Palazzo Caracci... G, General Manager at Palazzo Caracciolo Napoli MGallery by Sofitel, responded to this reviewResponded 18 August 2018

Dear camillary,

Thank you very much for scoring Palazzo Caracciolo.

We are very sorry to read you were so unsatisfied with the quality of your stay as we and the entire team are deeply committed to make every experience beyond expectations and we pay extra attention to the quality of our service.

We have double checked all the details of your stay and regret for the inconveniences you encountered.

Please be informed we have just proceeded in refurbishing a large part of our rooms in order to always be in line with our standards of service and have shared with the housekeeping your comments.

As far as parties are concerned, they are a small part of our activity and our guests wellness is always our priority; we regret our staff did not assist you as due, but please be aware this is not our standard of service.

We hope you will allow us the chance to welcoming you back one day, to show you that your experience was an exception from the rule.

With very best regards from Naples,

Barbara Brunelli
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 28 May 2018

Walking distance to the Duomo. Not near shopping and taxis are a rip-off but subway is very easy to use. Large comfortable and quiet room, typical Sofitel comfort. Great value. They have parking. Sure thing

Stayed: May 2018, travelled as a couple
Thank Walter F
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Palazzo Caracci... G, General Manager at Palazzo Caracciolo Napoli MGallery by Sofitel, responded to this reviewResponded 18 August 2018

Dear Walter F,

Thank you for taking the time to leave your evaluation concerning your last stay.

Your appreciation has been conveyed to the Team: your feedback will go a long way in encouraging them.

It’s so helpful for us to know how our guests, perceive our services.

Waiting to surprise you again and again, all our best regards.

Barbara Brunelli
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 28 May 2018

very good structure and kind and accommodating staff, very available for any clarification, very professional,very comfortable relaxation area and the restaurant for both excellent dinner and breakfast

  • Stayed: May 2018, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Accorhotels.com
Thank robertocaleo
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Palazzo Caracci... G, General Manager at Palazzo Caracciolo Napoli MGallery by Sofitel, responded to this reviewResponded 18 August 2018


Dear robertocaleo,

Thank you for leaving your kind comments about your last stay.

Your appreciation is deeply encouraging for our staff as their mission is your satisfaction and they were delighted in learning how helpful and supportive they were for you. It is a pleasure indeed that our breakfast, in permanent updating to follow our guests needs and wishes, and our dinner - for which we are about to produce a new menu - were up to your expectations.

It’s so helpful for us to know how our guests, perceive our services.

Waiting to surprise you again and again, all our best regards.

Barbara Brunelli
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 21 May 2018 via mobile

I don’t know what is happening to Sofitel as a hotel group, but it seems to me that the brand is going down the drain, quite literally. This was an average hotel. Not especially bad, not great, not even good. It was okay, for lack of a better word.

The location is horrible. Keeping in mind that Napoli is not a pretty city and clearly stricken by poverty, homelessness, and a lack of cleanliness that is so extreme it makes some places in South East Asia look formidable, the hotel is STILL in the worst part of an already run-down city. Imagine a third world village in Africa, and you’ll have some idea of our surroundings.

The rooms were decent, though there’s no getting away from the incessant noise and smells of Napoli. Don’t think of your room as an insulation from the outside world, because it well and truly isn’t. Cleaning staff did an extremely average if not poor job. There are no TV channels in English, not even one. Most members of staff speak no English. Not a word. Asking for the location of the bathrooms ( basics! ) was a challenge. I mean, my broken, basic Italian is better than most of the English being spoken at this Sofitel by staff, but then I’m not the one working at a 5 star hotel...

The hotel has a nice terrace-like lounge space in the back, and breakfast was decent. Overall, I’m sure Napoli has better options for your stay, so if you can avoid Sofitel, you should.

Stayed: May 2018, travelled with family
1  Thank Malvina L
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Palazzo Caracci... G, General Manager at Palazzo Caracciolo Napoli MGallery by Sofitel, responded to this reviewResponded 18 August 2018

Dear Malvina L,

Thank you very much for your candid feedback concerning your stay at Palazzo Caracciolo.

We are very sorry to read you were not completely satisfied with the quality of your stay.

We regret very much Naples was not to your liking overall; it is indeed a lively and sometimes caotic city, but rich in history and wonderful places: we deeply regret if our ambassadors at reception, usually really local experts in disclosing hidden gems, were not able to suggest you the most amazing areas of the city.

We and the entire team are deeply committed to make every experience beyond expectations and we pay extra attention to the quality of our service.We are sorry you had not the chance to meet our French and English speaking staff, they are usually always available at Front desk and at restaurant at all meal plans.

Dear Malvina L, we do hope you will allow us the chance to welcoming you back one day, to show you that your experience was an exception from the rule.

With very best regards from Naples,

Barbara Brunelli
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 13 May 2018

Previous reviews are on the money. You simply do not feel safe walking out of this place in the evening and there is nothing to see. It kind of ruined our first visit to Naples. A feeling of insecurity, trash, graffiti and even the cab drivers agreed not to walk outside after 9pm. We did a city walk on walk off tour. We made the mistake of heading down the coastal seaside. If you want to do this take a boat. The city loop was much more interesting but by that time the family was tired from the long bus trip. Back to the hotel. Rooms clean and breakfast good. It is close to Airport so could be handy in that case.

Stayed: May 2018
2  Thank Justin B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Palazzo Caracci... G, General Manager at Palazzo Caracciolo Napoli MGallery by Sofitel, responded to this reviewResponded 18 August 2018

Dear Justin,

Thank you for taking the time to share your feedback.

While we wish the better experience for our guests, your feedback is for us the opportunity to improve. Despite we work hard to deliver an exceptional guest stay, in your case we apparently fell short as the location did not find your preference.

Hoping to have the chance to regain your trust, please accept our commitment in delivering the best experience on your next stay at Palazzo Caracciolo which so many guests have grown so fond of.

Sincerely

Martina Somma
Assistant to GM

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