Villa Neri Resort & Spa

The property was well cared for and situated in one of the most peaceful settings we have ever been in. We were able to spend the days by the pool watching the ever changing scenery of Mount Etna. All of the staff were welcoming and ensured that our stay was perfect. If we had any questions the reception team were able to assist us straightaway. The food was also exceptional! The produce used was some of the highest quality and each dish showcased each element.

Nothing, it was perfect.

The entrance gardens are nice

We saved Villa Neri for the end of a two-week trip through Sicily because we wanted to splurge on a luxury hotel near Mount Etna. Instead, it was the most disappointing hotel of our entire trip—and honestly one of the worst hotel experiences we've ever had. We experienced: A broken room lock that left us locked out for approximately 45 minutes (and then no entry OR LIGHTS for the remainder of our stay). Staff suggesting we leave our hotel room door partially open so we could get in and out. No functioning lights in our room because the broken key-card system controlled the electricity. Packing for an early flight and using the bathroom in the dark. A promised refund that the hotel later refused to honor (which seems to be a theme based on other reviews…) No functioning Wi-Fi in our original room despite repeated complaints and multiple devices being unable to connect. Staff insisting the Wi-Fi worked when it clearly did not. Being moved to a room that was a lower room category. Missing towels on multiple occasions. Bad breakfast and terrible service. The most frustrating part was not the maintenance issues themselves. Things break. The problem was the complete lack of accountability. And then, the ICING ON THE CAKE, after all of these issues, the hotel acknowledged the problems and offered us a refund. At checkout, we were told the manager wasn't available and that we would be contacted afterward to process it. We never received a call (par for the course with this hotel). And once we got in contact with them, they acted like it never happened and are refusing to refund us.

Il posto ideale per rilassarsi

The property is absolutely beautiful, surrounded by nature, and feels like a romantic dream. The lobby staff were incredibly welcoming and gave us excellent recommendations for trips and restaurants, always with a smile. The room itself was high-end and very well-designed.

When paying a premium price, you don't expect to be nickeled-and-dimed. Although breakfast was included in our stay, we were shocked to discover at checkout that we were charged extra for ordering an omelet. No one in the restaurant mentioned this to us beforehand. When we brought it up, we were simply told that an omelet costs extra, but scrambled eggs would have been included. I travel worldwide and stay in luxury hotels (as well as standard ones), and I have never encountered something like this. Additionally, there were a few minor maintenance issues in the room, such as a light that didn't work in the shower.

The view

The pool was not heated as it was promised and also the staff did not know how to operate the facility We also had a private place but there where people working across the road that could see us