Villa Conrad by Hotel Metropole

I never got a chance to stay at the property, instead they had an unexpected electrical outage in the building. I completely understand things happen but what I don’t understand is that the property booked me and my parents at a completely different hotel, for each of us, 15 minutes apart from one another and 15 minutes from where we booked. We had 7 pieces of luggage as we were traveling Italy for several weeks. We were looking forward to staying at this luxury villa and instead we were booked at a hotel that needed updating 10 years ago. When I communicated that I prefer to have a refund, I got nothing, I was matched with an argumentative supervisor. I called because I wanted to speak to someone different and they said “I can’t do anything”. Bottom line is, if your electric goes out at your property, you should offer to refund or help the guest find another reservation. Instead, they booked a reservation for us and expected us to question nothing. We paid double the amount of our booking compared to where they booked myself and my parents. I communicated all of these concerns and was yet again matched with “there’s nothing I can do”. This is so frustrating, especially knowing they are associated with a 5 star hotel, Hotel Metropole, and can afford to refund 2 bookings for reasons that are out of both of our control. You handled this situation incorrectly and therefore I would like to warn anyone who is considering booking this villa, to reconsider and spend your hard earned money elsewhere. Do better.

I never got a chance to stay at the property, instead they had an unexpected electrical outage in the building. I completely understand things happen but what I don’t understand is that the property booked me and my parents at a completely different hotel, for each of us, 15 minutes apart from one another and 15 minutes from where we booked. We had 7 pieces of luggage as we were traveling Italy for several weeks. We were looking forward to staying at this luxury villa and instead we were booked at a hotel that needed updating 10 years ago. When I communicated that I prefer to have a refund, I got nothing, I was matched with an argumentative supervisor. I called because I wanted to speak to someone different and they said “I can’t do anything”. Bottom line is, if your electric goes out at your property, you should offer to refund or help the guest find another reservation. Instead, they booked a reservation for us and expected us to question nothing. We paid double the amount of our booking compared to where they booked myself and my parents. I communicated all of these concerns and was yet again matched with “there’s nothing I can do”. This is so frustrating, especially knowing they are associated with a 5 star hotel, Hotel Metropole, and can afford to refund 2 bookings for reasons that are out of both of our control. You handled this situation incorrectly and therefore I would like to warn anyone who is considering booking this villa, to reconsider and spend your hard earned money elsewhere. Do better. Oh my favorite part was after letting me know at 10pm the night before, their compensation was a free drink at their 5 star hotel. No, I do not want a free drink, I want a refund! I had to book a separate Airbnb for my parents and myself closer to where the original booking was.

They cancel us because the hotel had no electric and moved it somewhere. We didn’t want to be and wouldn’t want to hear it.

We were upgraded to a room at Metropole Hotel and in addition to the gorgeous property, the entire staff was superb, highly attentive and helpful. Appreciated all of their recommendation and the accommodations- will definitely return!

Gorgeous property and unbeatable location, amazing staff and just couldn’t be better as we were upgraded to accommodations at the Metropole Hotel.

The breakfast served at the nearby hotel was just sublime!

Nothing, I liked everything