4/10 – OK
24. juli 2025
Beware - shocking customer service & customer care
Whilst the property itself was pretty and well situated, future travellers should be warned that the customer service for this hotel is non existent and there is no actual host.
The property is owned by a portal ironically called “Wonderful Italy” This platform does not communicate on the Hotels.com messaging service. Their office in Ostuni is temporarily closed. You will either be contacting them via Whatsapp where your requests will be selectively ignored, or you’ll be directed to their phone line - and any communication you make will require quoting your booking reference countless times to a bunch of disinterested agents who clearly don’t communicate with one another nor do they speak fluent English.
Our request for the sofa bed to be made up 3 times in advance of our stay was ignored, then after countless chasing we got dumped some clean sheets with no pillow nor blanket. The hotel agent on the phone said we could sleep on one single bed - a rude and bizarre request when we purchased 2 beds.
The otherwise beautiful boutique was ruined by this company, since I spent about 2 hours of my holiday attempting to contact this company before giving up and asking for a partial refund via Hotels.com. Would not recommend this experience on my worst enemy.
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