The check in process was horrible. We received an email telling us to attend their offices, we did and there was no one there. We assumed that they were closed for lunch so kept checking back. Eventually we called and emailed them and they told us that the office was not manned and that check in was all automated. At the site, another customer banged on our door because they couldn't get the automated exit door to work for them. It took us a couple of minutes to figure it out IF this was an emergency due to a fire, people would have died. This door NEEDS to be replaced with an emergency exit feature.

Excellent room. Excellent way of getting keys. No hassle or check in. Everything done via WhatsApp.

Hi So I have some very clear feedback for this place. The unit was very good and was very convenient to go to CinqueTerre villages. BUT - and it’s a major “BUT” - the service was TERRIBLE. First of all - the person managing the checkin was only doing this over WhatsApp. He won’t take a phone call, won’t answer my concerns on WhatsApp and will just send instructions that were inportant to him (for eg pay this city tax etc.) We were traveling were kids - so wanted to understand bed configuration etc. The guy on WhatsApp would never respond properly, was very curt and only texted when he wanted to give us some instructions. We never once felt welcome. The AC wasn’t working the first night - but, ofcourse, the person on WhatsApp with us never cared to apologize for that. For the second night - we had to keep following up (delicately - because we were worried the guy will get upset and just stop caring to respond) and never felt the person was accountable to solve it. We were shocked by the lack of customer service. And inspite the good property, I don’t intend to come here again. I will recommend hotels.com to reconsider keeping them on their list. I can guarantee we aren’t the first one shocked by this lack of customer service. Also - just go scroll the feedback these guys are getting on the internet. Very similar to what I have raised here. I request you guys to reconsider being affliated to them! Thanks.

In spite of no personnel present at check in, it went quite smoothly after reading all instructions. Room was immaculate and well equipped. Electronics are very well accommodated. Would highly recommend.

No answer to phone calls or messages till the day before arrival

Check in process was a nightmare! Do NOT book this property unless you use WhatsApp and plan to have cell service while in country. There was no other option to receive the check in information and building codes. No flexibility was offered, and no sympathy was expressed by the manager. We were told we'd be "outside," unless we were able to use WhatsApp. The room was not even at the address listed on orbitz and was actually around the block. It was a stranger letting us borrow her phone that ultimately allowed us to access our room.

This was an interesting experience. We spent nearly an hour trying to find the “hotel”, which proved to be difficult bc it’s not a hotel. Thankfully some locals saw us struggling with our luggage and came to help. The ROOM itself looks just as pictured. However, everything else is quite sketchy. Upon arrival we were asked for our what’s app info to send us instructions on how to get in. There was this building (with spray paint graffiti all around and metal bars on windows and doors) that we needed a code to get into. We got the code and were instructed to go to a lockbox that had a key for us. No receptionist/concierge (as their website mentions concierge, food, tours, etc…but we never saw a soul). The website also shows photos of a different town that is a train ride away as if it’s near the “hotel”. We honestly almost left and ate the price. After an hour discussion, we decided that we would be taking trains each day to explore this area of Italy anyways and the room itself was fine, so we did end up staying. I was very much looking forward to a luxury hotel for this part of the trip and that’s absolutely not what this is. Again, the room/bathroom is exactly as pictured except for some minor broken things that don’t matter (like some paint needing touched up or shower drain loose etc). We definitely felt duped.

No front desk, so check in & keys must be coordinated, but once we were in, the room was great. Walkable to everything we wanted to see and do! Lots of shopping and dining options. Would definitely stay there again!