Palazzo Marzoli charme Resort - Small Luxury Hotel

Guests who stayed here loved

“⭐☆☆☆☆ I rarely leave negative reviews, but future travelers deserve to know what happened during our honeymoon. We booked this hotel more than a month in advance and specifically chose it because of the balcony and elevated ocean view. Those features were the main reasons we selected this property. When we arrived at the hotel, the staff immediately told us they wanted to move us to a different hotel. No explanation was provided at first. Instead, they described it as an upgrade, claiming the other property was better, had a private beach, and that they would drive us there. When I explained that I had specifically booked this hotel and wanted to stay here, only then was I told that our room was unavailable because of a bathroom issue. What surprised me most was that nobody apologized. Not once. If the room was truly unavailable, why was there no email, phone call, or message before our arrival? We had booked more than a month in advance and only learned about the problem after arriving with our luggage. Trusting the hotel's explanation, we paid €16 in city tax and agreed to see the alternative property. This meant carrying our luggage through Positano's steep stairs for nearly 30 minutes, only to be told that we now had to go back down to another hotel. When we arrived, the situation was very different from what had been described. There was no private beach as promised. There was simply a small beach area with umbrellas and benches. Even then, we tried to remain understanding because we did not want to ruin our honeymoon. Unfortunately, the replacement room was not an upgrade. There was no balcony. The ocean view was partially blocked by a structure. The room lacked the very features that had led us to book the original property. We asked to speak with the manager. At first, the staff refused to connect us. Only after insisting were we finally able to speak with someone. We explained that we had trusted the hotel's description and had made every effort to cooperate. However, the replacement room did not match what we had booked. Instead of acknowledging the issue, we were told that we had originally booked a room without a balcony. This was simply untrue. After approximately 30 minutes of discussion, the hotel's solution was that we should stay one night in the inferior room and move the following day. We declined. At that point, we no longer had confidence that the situation would be resolved fairly. One detail made the situation even harder to understand. While we were actively working with Agoda that same day to document the dispute and request a refund, we checked the hotel's listing again. To our surprise, the very room that we had been told was unavailable because of a bathroom issue appeared to be available for booking on Agoda. Not the replacement room we had been shown. The original room. The same room that we had been told could not be provided. We have screenshots documenting this from the day of the incident. I cannot explain why this happened, but it made the hotel's explanation much harder for us to understand and trust. We ultimately left and contacted Agoda. The room refund was eventually processed through Agoda, not through the hotel. Even that process became unnecessarily difficult because Agoda repeatedly informed us that they were unable to obtain timely responses from the property regarding the dispute. Had we not taken photographs of the replacement room, I genuinely do not know whether we would have been able to prove our case. Fortunately, we were able to find another hotel later that evening. Had there been no available rooms elsewhere, our honeymoon could have been seriously disrupted. To this day, the hotel has also refused to refund the €16 city tax despite the fact that we never stayed at the property. Hotels can make mistakes. Maintenance problems happen. Room availability issues happen. What matters is how those situations are handled. In our case there was no advance notice, no meaningful apology, no transparency, no reasonable attempt at compromise, and no accountability afterward. Everything written here is based entirely on our actual experience. I will let future travelers decide for themselves, but based on our experience, I cannot recommend this hotel.”

M657KJ_ · Jun 10, 2026