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Ro66ie
London, United Kingdom

Beware of booking a 'superior room with balcony and city view'!!

1.0 of 5 bubblesReviewed 26 Sept 2019
Very disappointed with the duplicitous way this hotel allocated me to an inferior room on the first night. I booked (and had written confirmation for) a 'superior room with balcony and city views'. Checked in around 10pm late and just got a code to get into the property and the room (so I couldn't have raised an issue with the room even if I'd wanted to).

The next day when waking I realised the room had neither balcony or city views, just small window out on to a central dark courtyard.

On raising this with the manager, she immediately said "I've already had one argument about this." She said that some superior rooms didn't have balconies or city views, and it was the faulty of my agent for not clarifying this in my booking. She said she'd raised this with them and they hadn't corrected the booking.

When I asked her if she knew this was an issue why she didn't inform me in advance (on the email to tell me how to get into the hotel) she had no answer. I also showed her the confirmation that was pretty unambiguous about the balcony and city views.

At that point she grudgingly agreed to switch me to a superior room with balcony and city view - that also happened to have a renovated bathroom, a desk and adaptors in the plug sockets so you could plug your phone in without unplugging the bedside lamps.

I'm pretty sure this was an attempt to put me, as a late arriver, in an inferior room. My agent has since informed me that they have not received a content update from her and the description remains the same on their site.

And when they escalated the issue with her, she apparently said if I'd raised the issue with her on checking in, she would have moved me (even though she knew there was no-one there to raise the issue with at that time of night). And for this reason she refused any compensation.

All this leads me to believe that the owner will do this again with anyone arriving late. So.. if you book a superior room with a balcony and city view and you receive an email giving you instructions on how to check in once no one is there... beware and do get reassurance that this is in fact a room as booked.

On the place itself, yes it's charming etc, but I'm afraid this has been completely overshadowed by the way the hotel manager has acted in the instance - in putting me in an inferior room and then quite aggressively refusing to accept any responsibility for this (in fact making me feel like it was my fault). How boring and unnecessary when you're just trying to have a nice relaxing holiday!
Date of stay: September 2019
Room Tip: Beware of superior rooms 'with balcony and city views' as some don't have them!
3.0 of 5 bubblesLocation
1.0 of 5 bubblesService
2.0 of 5 bubblesSleep Quality
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Sergio R, Proprietario at Boutique B&B Vintage, responded to this review
Responded 30 Sept 2019
Dear Ro66ie,

We are very sorry that you were not satisfied with your stay.

We always respect our guests’ room preferences (in fact, we strive to assign an upgrade whenever possible) and apologise for any misunderstanding that may have happened between the agency, Expedia and us in terms of the Superior room with balcony whereas the room you were assigned was in fact a Superior room with a city view but no balcony.
The photos that are available on all booking sites correspond to the room categories; we are, however, investigating the accuracy of the descriptions to ensure a misunderstanding like this doesn’t happen again.

The self check-in solution that you pointed out is an option we give to our guests when they arrive late, but we remain reachable by phone or by a ring of the bell as we live upstairs from the B&B.
Once we learned of your expectations, we tried to remedy the situation and did in fact change your room as soon as you requested it.

Again, our apologies for your deep dissatisfaction that we discovered only when you tried to obtain a refund from Expedia where your room was booked and that we didn’t honor.

We do hope that you nevertheless enjoyed your stay in Palermo and will come to visit again.
Best Regards,
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
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All reviews old town the owner excellent coffee perfect location place to stay vucciria market within walking distance the hotel is perfectly located restaurants and bars visiting palermo beautiful room comfortable bed home away from home long weekend friendly hosts large bathroom palermo airport
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Reviewed 12 September 2019

We stayed here as two couples so I am speaking for all of us when I say how perfect B&B Vintage is. Located in the old town minutes from the Marina & the wonderful narrow streets of Palermo, it is a perfect place to explore from & return to.
Giada & Sergio were lovely hosts welcoming & friendly. Giada kept in contact with us by text & email so any questions were promptly answered & she assured us that if we had any problems she would be there for us & she was. Thank you 😊.
The rooms are spacious, comfortable & clean with fabulous bathrooms. Lovely towels, toiletries & fresh water in the fridge. Air con quiet & efficient, very comfortable beds & tea, coffee & biscuits always available in the dining room.
Sergio’s eye for detail & the quirky touches around the B&B are a delight. Giada was on hand throughout breakfast, which was perfect to set us up for the day, and she helped us plan our visit. On her recommendation we added the Palazzo Conte Frederico to our list & wow you must visit. Sergio was pleased to show us the latest room being completed & the bathroom is sensational. Spoil yourself & stay in it when it’s finished.
Plenty of bars & restaurants to choose from, some right outside the door & although you are in the heart of it noise was never a problem in fact the general atmosphere is calm & relaxed. We all felt very safe in this amazing city.
Suffice to say we have all fallen in love with Palermo & this wonderful B&B.
Grazie mille per averci e ci rivedremo l’anno prossimo. Amore da Nigel & Lesley Paul & Carol x

Room tip: All the rooms we viewed were fabulous
Date of stay: September 2019
    • Location
    • Cleanliness
    • Service
Thank 144lesleyg
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Sergio R, Proprietario at Boutique B&B Vintage, responded to this reviewResponded 13 September 2019

Dear Nigel & Lesley Paul & Carol,
we have no words to express our gratitude for such a lovely review!

You all have truly embraced the spirit of Boutique B&B Vintage, it is extremely rewarding when our guests pay attention to each detail that we've carefully studied and placed to create a 360° experience.

We do our best to make you feel welcome as you'd come to visit an old friend, giving you all our local tips to make the best of your stay in the city. At the same time we try to provide first quality products and comfort of great hotels.

Your feedback means so much, and shows us that we are going in the right direction.
We look forward to your next visit in Palermo!

All the best from the Vintage Family!

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Reviewed 9 September 2019 via mobile

This B&B is in a fantastic location to explore the old town and marina. The rooms are spacious, clean and the decor has that extra special attention to detail. Breakfast is wonderful and Giada was always on hand to offer any advise or suggestions for your days activities.
There are restaurants directly outside the front of the property if you do not feel like wandering to far after a long day. There is also free car parking spaces in the square, just a few hundred metres away.
Giada's customer service was outstanding and nothing was ever too much for her.
A great place to base yourself to explore a wonderful city.

Date of stay: September 2019
Trip type: Travelled as a couple
Thank Gary5150
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Sergio R, Proprietario at Boutique B&B Vintage, responded to this reviewResponded 10 September 2019

Dear Gary5150,

thank you so much for your kind words. It is deeply rewarding when our guests appreciate our efforts to make them feel at home, surrounded by an inspiring yet relaxing space.

As you've noticed, our place is in a great location to explore the city artistic spots but also to try the best of its culinary tradition.

We look forward to your next visit!
All the best,

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 7 September 2019 via mobile

For those who want to stay in the middle of Palermo this is perfect, clean, quiet and easy to walk round to see everything in Palermo
Sergio and his staff are so friendly and keen to help
Train station and buses are a short walk if you want to visit anywhere outside Palermo
Rooms are a good size too

Date of stay: August 2019
Trip type: Travelled with family
Thank Alex A
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Sergio R, Proprietario at Boutique B&B Vintage, responded to this reviewResponded 10 September 2019

Dear ALEXABELMAN,

thank you so much for the time spent by leaving us a review. We truly appreciate it.
We're glad you've found our place suitable to your needs and look forward to your next visit.

Best Regards,

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 24 July 2019

We spent three nights at this amazing place. Great location, beautiful, spacious room with a little balcony; big bathroom - the place is furnished with a lot of attention to detail. You get free water every day in a very eco-friendly way: glass bottles. We appreciated this free service very much. The owner is super friendly and nice. We will definitely come back if we return to Palermo.

Date of stay: July 2019
  • Trip type: Travelled as a couple
    • Value
    • Sleep Quality
    • Service
Thank hmtnz
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Sergio R, Proprietario at Boutique B&B Vintage, responded to this reviewResponded 28 July 2019

Dear hmtnz,

thank you so much for the lovely review.

We do our best to respect the environment and try to be as plastic-free as possibile.
It is our duty to try and keep waste to a minimum and also spread the word between our customers.

We'll be very happy if you decide to return to the city and visit us.

Looking forward to your next stay.
All the best,

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 21 July 2019 via mobile

We visited this hotel as a group of 4. The hosts were absolutely amazing.
The rooms were really tidy and clean. Great location and close to main attractions.

Breakfast was spot on, exactly what we needed to start the day.

Will definitely recommend this to anybody.

Will rate this 10 out of 5 if I could :)

Date of stay: July 2019
Trip type: Travelled as a couple
Thank MrCuisine_1_
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Sergio R, Proprietario at Boutique B&B Vintage, responded to this reviewResponded 28 July 2019

Dear Hasan A,

thank you for the kind words of appreciation on our rooms, breakfast and central position.
It's very rewarding when our guests leave the place with total satisfaction, and even more when they come back for a second stay!
We look forward to your next visit.

Best Regards,

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