What to expect
- Sleep Quality
Last 5 reviews
castel monastero resort
Wonderful place, perfect location, close to Siena, clean rooms, free authentic ,The staff helped us a lot with corona tests, spa ,exllent breakfast the staff is very professional and courteous, score 100, I will definitely go back there,
Rats and Coffin Beds
My husband and I spent our honeymoon at this resort and couldn’t have been more disappointed with how things went. Let’s start with the most disgusting thing we saw. While eating breakfast one morning, I saw a huge black rat scurry across the floor while we were eating. I don’t know what kind of health standards Italy has, but in the US this Michelin star restaurant would be shut down immediately for health code violations. We were so disgusted by this, we never ate at the resort from that point forward. Our room was dark and dungeon esque. We upgrade to a suite, which you think would have the nicest amenities. Our “king” bed was two twin beds pushed together with a noticeable dip in the middle, making sleep next to each other impossible. The beds were also hard as a rock, and neither my husband and I slept well at all. It felt like we were sleeping in coffins for the entire trip. The icing on the cake was the service of the front desk. They were beyond rude and snarky to us. We were locked out of our room one day because we couldn’t figure out the insanely complex key system they have in place (read the other reviews, it makes zero sense). We asked the front desk to help us and the girl rolled her eyes at us as if we were greatly inconveniencing her. She then rudely shows us how to open the door, and made us felt like peons and fools for not knowing how to operate the door. Not what I expected from a 5 star resort. All in all, we were saddened that we didn’t have the honeymoon we had hoped and dreamed of having. We wouldn’t ever come back and certainly wouldn’t recommend it to other couples thinking about staying here on their honeymoon or romantic getaway.
Profits Over Patrons
My wife and I came here for 5 nights for our Honeymoon, and while this is a nice, beautiful property in the countryside, be prepared to be gouged for your money where the hotel priorities making money over making your trip/experience a memorable one. Let's start with the positives. It's a beautiful drive through the Tuscan country side and you are truly out in the middle of no where (this could be a good or bad thing depending on what type of trip you're looking for, but we want a relaxing honeymoon). Upon arrival, we were greeted in our room with a bottle of Prosecco congratulating us on our honeymoon, a nice touch. The other positive was the free breakfast every morning in the only restaurant open during our stay ( Contrada). The breakfast, while the same open spread every morning, was great with great service from the staff who were accommodating, sweet, and delightful to be around. We also had a free lunch included with our package at Contrada, which was very good. The appetizers and pasta were incredible, the entree and desert less so, but overall a good experience. Now, onto the bad....when you are staying at a 5 star hotel that is over 500 Euros a night, you expect a certain level of service and experience. Unfortunately, this hotel failed to deliver on that area by every measure. Let's first start with the most unfortunate experience. On our final night there, before our long trek back to California, there was a private party held at the resort. Some 75 individuals rented out the space below our room, and had hired a private DJ that was blasting music (and a heavy bass) all night, until 4 am. Now, I'm not one to quell on a celebration, but 4 am at a 5 star resort? Where was the hotel staff monitoring the sound levels and how long the celebration could go on and be raucous? My wife and I got zero sleep and when we called down the to the desk, no one picked up. With a 2.5 hour drive to Rome, and a 12 hour flight back to the US, we were zombies on the flight back. The next morning, when we checked out and they asked how our experience was, I told them about the party and the excess loud noise above our room and the lack of sleep we got. Their response, sorry. That's it. Now, clearly agitated with their lack of empathy and lack of professionalism, I asked for some compensation for our lack of sleep and inconvenience. Upon checking out, we had 110 Euros bill, which pales in comparison to the 1000's of Euros the resort made off of this private party. I asked to have the hotel charges waved in good faith and a mea culpa for the loudness of the party. After speaking with the resort manager, the best they could come up with was waive 40 Euros off of one of our dinners. FORTY EUROS. We spent 1,000's of Euros on our trip and that's the best you can do???? This hotel simply just wants to take your money. Want water at your meal? 7 Euros. Want to use the hot tub/jacuzzi because the outdoor pool isn't heated and it's 50 degrees outside? 40 Euros. Want a massage? 175 Euros. A cocktail at the bar? 25 Euros min per drink. It's just ridiculous. I'm 100% fine spending money on high quality experiences, but when I'm flat out being robbed/gouged for prices, I get a little upset. And then on top of that when we are spending top top prices, and they lack to monitor their own party/resort and don't take accountability for their actions when they clearly profited off of that party, I draw the line. I would never recommend this resort to any family or friends that are looking to come to Italy. Be prepared to empty your wallet, have unnecessary charges, added to your experience, and overall not be taken care of to the level that a 5 star resort should be taking care of their guests. Thanks for a lovely Honeymoon Castel Monastero! It's a trip we will next forget! (in all the bad ways)
The good, the bad, the birthdays
Very beautiful grounds. Rooms starting to get a little dated. Very very expensive. ($20 USD for cappuccino) Nice service. Major hygiene issue. Comments about navigating Siena. Was there for a special occasion, two of us turning 50 a day apart. At lunch it was sweet we were brought cake slices with a candle. First morning noticed a urine stain and blood both fresh and dried on linens. Absolutely disgusted by this. Told front desk and was told “sorry we’ll change it”. That’s all. Asked for manager reach out, nothing. I was creeped out!! Agree breakfast was weird and hot food not explained at all. They need to cover this at check in as it’s an amenity. Side note in Siena apple and Google maps could not find specific restaurants including Michelangelo star rated. First night my birthday inpouring rain stopped at two restaurants for directions and arrived 30 late soaked to skin. No walk in restaurant openings elsewhere. Second night friend’s birthday lost and gave up and found a random place to seat us. Siena is tough!!
Amex Plat Travelers Avoid This Hotel Stay at Borgo San Felice
We booked this hotel through Amex Platinum, assuming it would be top notch service since it is listed as part of the Leading Hotels of the World collection. The moment we arrived at the hotel, the front desk staff were nothing short of rude and dismissive to our questions about the facilities, hotel history, and capacity. At one point, the front desk woman sneered at our questions because she claimed we had booked our reservation through Expedia. When we showed her that we had booked through Amex platinum, her entire demeanor changed. She upgraded our room which was the right thing to do given how poorly she had treated us upon arrival. The problem was that the hotel continued to treat us like we had booked through Expedia. Anything we asked for was denied bc they claimed we booked through Expedia. I’m not sure what else to say, but regardless of if you book through Expedia or Amex Platinum, all guests should be treated with a level of respect. The “junior” staff by the pool and the restaurant were amazing, but the “senior” staff at the front desk and concierge made this a truly miserable experience. I do not plan to return as it is not enjoyable to have to argue every time we have a request. Other items to note with the hotel: the electric locks to enter the rooms are impossible to use (other reviewers have noted the same problem), the spa facilities are an additional 40 euro if you want use them, the hotel is used by a lot of businesses for conferences so they rarely have the ability to upgrade or provide a late check out. There are two restaurants but due to COVID - only one is open which they don’t tell you until you arrive. Food at the restaurant was very ok. Bottom Line - this is not a 5 star experience. Pay extra and stay at Borgo San Felice which is 20 min down the road. I have stayed at Borgo San Felice 3x and should have stayed there instead of trying this place.
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