Verified review
2/10 Terrible
Marco
Jul 3, 2019
Liked: Cleanliness, property conditions & facilities, room comfort
Disliked: Staff & service
Nightmare check-in experience
I could not get a hold of the hotel as the number on the hotels.com website was inactive, and several employees of hotels.com could get a hold of hotel management to inform them I wanted a late check-in...I still drove (5 hours) to the hotel to only be met with silence, no number to contact management...nothing. At this I am exhausted and hungry, but more so i am extremely frustrated that hotels.com has been able to contact hotel management after 12 hours...which is insane. If it wasn't for the kindhearted people of La Morra, who went above and beyond at such a late hour, to help us tracked down the new management company 'Italianway House", but specifically Chiara Finotti, who was sleeping at the time and drove from Alba to La Morra to let us into our room, we would have been left sleeping in our car for the night. Hotels.com had no idea management of the Dimora San Martino changed, which is very concerning, you were very slow to react and assist. When someone finally called me to say they found a new hotel, the hotels.com attendant could not tell me what town the hotel was located. Also, the address on the hotels.com website for the hotel was incorrect, which also added the horrible experience. I am shocked you never emailed me to apologize for such a major inconvenience and brutal ordeal. I expect compensation or I will be forced to spread the word of my negative experience.
Stayed 3 nights in Jun 2019