MelRose Relais

VERY POOR - AVOID Totally unpleasant experience! AVOID!! Greed and dishonesty from the hotel management during the week of my son’s wedding celebrations. Fortunately the marriage celebrations were held at an amazing hotel nearby - Villa Fiorella Art Hotel which I can heartily recommend . Thank goodness they didn’t marry at this awful Relais place. The hotel even had the audacity to photograph my daughter-in-law in her wedding outfit to use in their marketing despite being expressly told not to. Very poor service.

Stayed here for a week in June 2026, and I can honestly say it was a holiday from hell. The food was simply not to our taste at all. In fact, we ended up getting the bus into Sorrento every day for both breakfast and dinner because we found the food elsewhere to be far better. The pricing was also extremely questionable, with items often being charged at different prices to those shown on the menu. Even worse, multiple charges appeared on our room account for items we never ordered. The service was equally disappointing. On several occasions, the waiter managed to spill drinks while bringing them to the table, sometimes on us and sometimes on the floor, yet we were still charged for them despite never actually receiving them properly. It was frustrating to be paying premium prices for such poor service. A large part of our holiday was spent in a WhatsApp battle with management, trying to resolve the billing issues and recover money for charges that weren’t ours. Despite repeatedly asking for proof of some of these purchases, none was provided, and the hotel refused to offer a reasonable resolution. We stayed in a Deluxe Double Room, but throughout the entire week the electric blinds had a mind of their own, randomly opening and closing. This regularly allowed mosquitoes into the room, leaving us covered in bites for much of the holiday. Despite requesting repairs or a room change several times, nothing was done. The bar was another disappointment. Although advertised as being open during certain evening hours, it was rarely open when it was supposed to be. In hindsight, that may have been a blessing, as judging by the billing issues we experienced, I dread to think what might have appeared on our room account after a few evenings there. At their prices, you’d need a small loan just to enjoy a night out. We also booked a very expensive boat trip through the hotel after being assured that food and drinks would be included. Instead, we spent more than five hours out in the scorching sun with nothing provided at all. By the end of the trip, we were hungry, dehydrated and frustrated. For the amount charged, this was completely unacceptable and yet another example of promises being made that simply weren’t delivered. The location has its own issues too. The nearest bus stop is genuinely dangerous to access at night. There are no pavements, no street lighting, and you’re forced to walk along narrow roads while trying to avoid traffic. It felt like something out of Grand Theft Auto. I rarely leave reviews, but I felt compelled to write this one. From the poor food and disappointing service to the unresolved room issues, misleading charges and lack of customer care, it felt very much like money came first and guests came second. If you’re considering staying here, I’d strongly recommend looking elsewhere. There are far nicer, better-run and more affordable accommodation options nearby. Avoid at all costs.

I would not have left even one star if there had been another option available. Our experience at this hotel was absolutely dreadful from start to finish. It was clear throughout our stay that profit was prioritised over customer service and guest satisfaction. We were charged three different prices for the same small orange juice purchased for my three-year-old child, which immediately raised concerns about the hotel’s standards and consistency. Most upsettingly, the hotel played a significant role in ruining what should have been a special and memorable occasion—my sister’s wedding. During our stay, they unexpectedly decided that her son could no longer remain at the hotel with a family member, causing unnecessary stress and upset on her wedding day. To make matters worse, the hotel later used photographs from the wedding on their Facebook page, creating the impression that the wedding had taken place at their venue when it was actually held at a completely different hotel. The service throughout our seven-day holiday was appalling. On two separate occasions, drinks and food were spilled on us by staff. Not only was there no genuine apology, but we were shockingly charged for one of the spilled drinks. My handbag has been permanently damaged and now smells strongly of alcohol, while my mother’s white dress was stained and ruined. Rather than taking responsibility, the hotel merely stated they would charge for the dress to be dry-cleaned. There were also numerous operational issues. The bar was frequently closed despite advertised opening hours, and rooms were not ready for guests upon check-in. These repeated failures demonstrated a complete lack of organisation and professionalism. Overall, this was one of the worst hotel experiences we have ever had. The management appeared far more concerned with making money than providing acceptable customer service or addressing legitimate complaints. I would strongly advise others to avoid this hotel.

Our stay at this hotel in Massa Lubrense was extremely disappointing and highlighted a business that seems far more concerned with making money than looking after its guests. During one of our meals, a drink was accidentally spilled by staff and was never replaced, yet we were still charged for it. To make matters worse, we were charged different prices for the exact same drink on different days, which felt inconsistent and unfair. The room itself had issues from the start. On our first night, the automatic blinds were broken, leaving us unable to close them properly and forcing us to sleep with the window exposed. Not exactly the standard you expect when paying premium rates. We also experienced problems with third-party boat trips organised through the hotel, creating unnecessary stress and confusion during what should have been a relaxing holiday. Perhaps most concerning is that the hotel is using my sister’s wedding photos to promote their business, despite the fact that her wedding did not even take place at this hotel. We find this completely inappropriate and misleading. Unfortunately, these issues were not isolated incidents. Throughout our stay, customer service consistently took a back seat to revenue generation. Every interaction left us feeling like guests came second and profits came first. Based on our experience, I would not recommend this hotel and certainly would not stay here again.