Grand Hotel Miramare - Santa Margherita Ligure

I was here for the weekend, all the staff has welcomed us as no one has ever done before, I felt at home every minute I spend there, especially thanks to the Concierge Stefano for the great services and recommendation about what to do & see that he gave us on our next stop, Milano....he managed to arrange a visit to the last Supper of Leonardo da Vinci, when everyone told us need to be booked 3 months in advance....he was really charming and helpful! The room, the restaurant, the pool, the breakfast....everything was perfect! Thank you again Miramare

We have stayed in many 5 star and leading hotels of the world and never had this happen. From the moment we arrived we were disappointed and left feeling like we didn’t matter at all. We drove into the driveway and there was a scooter blocking our entrance. The porters just looked at us bewildered and didn’t know what to do. As my husband was unable to exit the car, a stranger walking past saw me trying to move the scooter and helped me move it out of the way. After dinner my husband ordered a port, we waiting at least 30 min before getting up to leave and the waiter told us to sit down and he would get it immediately. We then waited further 30 min before getting up again. The waiter noticed for a second time, come over to apologise but it was too late. At breakfast this morning I asked for a clean glass because I noticed that there floating particles in the water, to be rudely told that it was from orange juice in the glass beside. How hard was it just to take the glass politely and change it???? Later in the morning we went to the pool area and again ordered a drink that didn’t arrive. When I questioned it we were told the waiter had not understood what we ordered so they ignored it completely. The last straw was the restaurant they booked that was closed. We took a taxi to the restaurant and the driver told us to wait in the car because it looked quiet..of course it was it wasn’t even open!!!! No explanation or apology from the hotel, the only excuse was the person that booked the hotel was no longer working there. Gabriele Sequi GM listened to our issues and took away only food and beverages charges which at a 5 star level should have been included as standard. Extremely disappointing!!!