Ostaia de Banchi In Genova

04/12/2025: Nice hotel — but a baffling and frustrating experience at the front desk. At check-in, we were greeted not with a welcome, but with a banner about a “gratitude payment” — essentially a voluntary tip scheme. Since we were only staying one night and had no meaningful interaction with staff, I called to opt out. I was told they would “check my bill” to make sure it was removed. Next morning? Still there. I was already on a business call while my family tried to check out, and instead of handling it smoothly, the staff insisted payment had to be made with a physical card. Out of patience, I tapped my phone — and it worked instantly. No apology, no acknowledgment, nothing. For a hotel claiming five stars, this felt more like amateur hour. Good service isn’t about surprise “gratitude fees” — it’s about communication, competence, and knowing when to get out of the way so guests can enjoy their stay — and actually get on with their planned journey without unnecessary friction. Edit: funny answer - did they even READ my post? I did call them the day before and it was still on the invoice.

01/12/2025: Beautifully decorated and clean hotel. Great breakfast and location. Unfortunately, the management falls short on customer service. We were “upgraded” to this hotel immediately after booking the neighbouring hotel, which we selected specifically for its spa. Nowhere was it communicated that the spa was unavailable at either hotels - from the time of booking right up until check in. At check in, the staff did not offer any compensatory or complimentary services to make up for this lack of critical communication.