호텔 엑셀시오르 테르메

We stayed at the hotel in November 2024. The hotel itself is wonderful, with everything designed with care and love for the guests. The cleanliness is impeccable. The mud baths were excellent, and the service there was good. As for the massages, we tried several therapists, but only one seemed to have proper qualifications. The others didn’t appear to be professionals. The breakfasts were rather basic, and the service during breakfast was average at best. The restaurant deserves special mention, but unfortunately, not in a positive way. The food was terrible, and the waitstaff were unprofessional and behaved inappropriately. They clearly lack the skills and demeanor expected in a hotel of this level. One particular incident stands out, but I won’t go into details. That same evening, I got food poisoning from the beef tartare, which made me extremely ill for the entire night. I didn’t have the energy to report it at the time. The restaurant was a major disappointment. My recommendation is to carefully evaluate who you hire and provide basic training in customer service. Unfortunately, the reception team also fell short. The young staff members addressed returning guests with a lack of respect that felt out of place in such a beautiful hotel. Overall, the hotel is stunning, but it feels as though the staff were hired without proper screening or training, which detracts from the overall experience.

I stayed at this hotel based on the positive reviews, but was dreadfully disappointed. The indoor pool area was gross - literally hundreds of wet towels piled on top of chaise lounges - I've never seen so many dirty towels in my life. The pool room is dark and dingy, giving off a creepy vibe. The outdoor pools are better, but some are in need of refurbishment. Although it's a health spa, the general health of most of the guests did not look particularly good. The landscaping needs attention as well - overgrown grass and weeds everywhere. The lobby and public areas are clean. The food in the bistro is okay, but low considering the high standard in this part of Italy. Breakfast is another nightmare - not enough food on the messy and disorganized buffet; rude and pushy guests, very low quality food - most looked unappetizing or inedible. The front desk is competent but had to be pressed to do anything a little extra, but the attitude vastly improved when a tip was offered. The rooms are clean and basic - nothing luxurious at all. We had a top level room on the 4th floor, so it was spacious, but the bed was overly firm and uncomfortable. No idea how this is a five star - it seems that a hotel can self classify - it's on par with a large Hyatt in the states.