Guest User
June 10, 2025
We were booked in for two nights at Relais Villa San Martino but ended up checking out the same day, just hours after arriving. The grounds themselves where the hotel sits are beautiful and the setting is lovely but it is let down. Shortly after checking in, we noticed a smell of damp in the room. The bed itself even felt slightly damp. We returned to reception within 30 minutes to raise our concerns, but were met with uncertainty. The receptionist, who was new and clearly left without support, told us she couldn’t do anything and had to wait for further instruction. No resolution was offered until after 5pm(we checked in at 3:30pm), when I had to go back to reception myself, only to be told they couldn’t move us that evening, even though we were only staying for two nights. By this point, the best part of our day had been wasted waiting around, and we still had no clean or comfortable place to sleep. On top of that, the check-in was impersonal and lacked any proper introduction to the hotel. We weren’t told where breakfast would be, how to access facilities, or that restaurant reservations had to be made before 4pm. There was also broken glass by the pool and old, damaged loungers, again, not what you’d expect from a property claiming 5-star status. I had even contacted the hotel before our stay to ask if they could do something small for my partner’s birthday, but I never received a reply. Ultimately, we had no choice but to check out and book another hotel ourselves. This wasn’t about wanting an upgrade — it was about wanting a room we felt safe and comfortable staying in. I travel internationally on a weekly basis for work and stay in hotels frequently and sadly, the service, condition, and response were far below expectations. Definitely not deserving of its VIP or 5-star label.