Starhotels Reviews 6

Good experience overall.

Star Terminus Naples
I had a booking with the Hotel Terminus, for which my flights were cancelled due to the COVID 19 Pandemic.
Unlike other hotel chains they have refused to change the date of my visit, despite the fact that would be visiting Naples as soon as the flights have resumed.
What is more I had been e-mailing them for weeks to try and resolve, but they didn't even have the decency to reply to any of my correspondence.
It also took Expedia days to get a negative response.
This is not I would have expected from what they class as a responsible hotel chain.
My advice, if good service, you can do much better in Italy than use the Star Hotel Chain.
I will not be using them again, I have also asked the Corporate Travel Booking for the Company I work for not to use the chain.

The room sizes in this hotel cannot be faulted, nice breakfast. However, they “reserve” the full amount on your credit card and you actually have to specifically email them to unblock it even though you’ve paid. Also, we stayed there, paid and yet were charged over 400 euro for a no show because apparently we booked twice - makes sense that we would book two rooms, same dates, same family and throw away 400 euro - clearly either a booking system error on their system or on Booking.com. No one thought to mention either that there was apparently two bookings under the same name for the same dates when we checked in or out - strange that. For that reason we won’t be staying here again - we have better things to do than endless emails back and forward trying to get our money back. Debited my credit card after I specifically did not authorize it, pending investigation into this “no show”. Also, there’s random druggies and alcoholics lingering around at night and the swimming pool I wouldn’t even class as a swimming pool - not kid friendly at all. The staff are nothing special, sub standard - one employee says one thing by email and the next says another. We stayed twice, second time the staff were a bit more friendly than the first time at least.

My first review on booking.com was initially good based on the room size etc (swimming pool was still crap, druggies still there but I gave them a good review as the rooms for families are actually really well laid out) but after this and how its been handled, it’s a disgrace, will continue to fight for my 400 euro back.

A week ago, Friday 26 August, I stopped at one of the worst hotels I have ever experienced. I refer to Starhotels Terminus, Naples. I had arrived early in the morning and left a small bag at reception. After a boat trip to Capri I returned to the hotel about 10 pm.

When I approached reception a elderly male member of staff was berating a young female. He didn't notice me and the young lady had to draw his attention to my presence. He asked for my passport then turned away from me to answer a phone. The phone conversation took some considerable time and I was getting very annoyed at the rudeness of this man in keeping me waiting.

Eventually he came back to me and completed the check in. Another guest was waiting to be attended to and the young lady went to greet him. The male member of staff, who still hadn't finished with me, prevented the lady from dealing with the other guest saying he had everything under control. My impression was that this fool was most definitely intimidating the young woman.

I asked him for the bag I had left earlier. The porter was sent to collect it but on his return did not give me the bag. Instead he picked up the key to my room and insisted on accompanying me. The bag was light and I had no need of his assistance. I have plenty of experience finding hotel rooms on my own. When we got to the room he opened the door, gave me my bag and the room key. He hung around obviously expecting a tip. I didn't tip him because I had not wanted his assistance. As I closed the door I could hear him walking away and cursing angrily.

Before going to bed I used the bathroom. The flushing mechanism of the toilet stuck and was making a very loud noise. I repacked my bag and went down to reception. There had been a shift change and another elderly man was behind reception on his own. I told him I needed another room because of the problem with the toilet. He said that before he could give me another room someone would have to inspect the toilet to see if it could be fixed. I told him only a plumber could fix the problem but he insisted that I go back to the room with the porter who I had refused to tip.

Back at the room the porter banged the wall above the toilet with his fist, making no difference whatsoever, and declared that everything was alright. I told him everything was certainly not alright and went back to reception where I had to insist on being given a new room. The attitude of all these elderly male members of staff was arrogant, disrespectful and unprofessional. I suggest that the only way to improve the situation is to give all of them early retirement. I am 69 but I suggest that younger staff and more females should replace these elderly misanthropes.

A final twist to this story is that, on checking out and at the suggestion of the receptionist, I left all my postcards with the staff, to be posted. A week has gone by and none of these cards have reached my friends. I can only assume that the porter got his hands on them and dumped them in the bin.