My son tested positive for COVID the day when we supposed to check into Palazzo. I informed the administrators that I couldn’t check in not only because he was contaminated, but specially because he was burning in fever. They didn’t care and charged me the whole price of my booking even though I’ve never step my foot into the property. One administrator of the hotel called me at about 11PM, the day when I supposed to check in, and that whole day I was trying to find out how to treat my son in a foreign country, where I don’t speak the language and pretty much nobody speaks English. My son has special needs and also has epilepsy. He had three seizures in a intervale of 6 hours. When the female administrator called me I couldn’t understand her strong accent trying to speak English. I didn’t even recognize where she was calling from. At the end of that night when my son finally was able to fall sleep, I sent her an email explaining why I would not be able to check in: not only because my son had COVID, and we didn’t want to contaminated anybody, but because my son was not physically able to go to the hotel. I sent her the COVID test result. The employee was rude and said that I’d be charged full price and that they don’t have a policy to cancel booking because of COVID. She said that she sent many emails to me. I NEVER received them!!! I was charged more than €700 for a product that I never used!
BE CAREFUL WITH THIS PLACE!!!!