My complaint:
We were staying at the NH Palermo from Tuesday 27th June to 1st July in a Superior room (no. 452). Our stay was booked back in October last year via our travel agent.
It is regret i have to write this email, but unfortunately our relaxing visit to Palmero was severely affected by a music concert directly opposite the hotel and had a major impact on our stay.
At no time did the hotel inform us or agent before or during our stay that such a big event was planed and may impact our stay.
During the first two days and nights there was regular loud music being tested which can only be assumed to have been sound checks/ rehearsals for the big event scheduled for Friday evening. However, on the third evening there was also incredibly bright laser beams/ lights flashing into our room (only the blackout curtains prevented any real disturbance).
Lunch time on the 30th, we required a taxi to visit Monreale Catherdal but reception informed us no taxi’s could pick-up from the hotel due to roads being closed due to the concert taking place. We had to walk for 20 mins before being able to continue with our afternoon/ evening plans.
On returning to our hotel at 20:30 that evening on foot, we were caught up with the massive crowds obviously going to the concert. We had to take a diversion along the backstreets weaving back across from the city centre, as all other routes to the hotel were blocked. Once we reached Via Lincoln, the streets were packed with a crowd of over a thousand people blocking our only path to the hotel. We asked the police how do we get to our hotel? All they said was you have to push your way forward not easy when one of you don’t like crowds and suffer from panic attacks!
Unfortunately, we had no alternative but to push through until we reached a metal security barrier where security men and police stood firmly stopping anyone passing. I had to shout in English (as we do not speak Italian) asking them to let us through to the hotel as we were residents staying in the hotel and not attending the concert. Fortunately a group of youngsters near us could understand English and kindly shouted out in Italian that we needed to be let through the barrier and eventually a policeman heard and let us through. Not an ideal last evening of our Palmero stay.
Unfortunatly it doesn’t end there as we got back to our room about 9:30pm and had to put up with another 3 and half hours of very loud music and crowd noise. Closing the balcony door made very little difference and a very restless nights sleep before a 9:30am checkout.
This experience ruined our stay in Palmero and even after complaining on a few occasions being told it was out of their control and they only knew about the event 15 days beforehand!!
I do question this when such a large event takes many months of planning and the hotel being used by Radio Italia staff and Concert VIP guests.
Why we were not told of the concert before we arrived or at least at checkin that our stay may be disrupted. We could have at least considered our options and could have delayed our stay or changed our hotel.
As a NH Discovery Member i am really disappointed by the hotels don’t care attitude and will reconsider my membership and future stays at other NH resorts
Regards
Mr Kelvin Whatling
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Suggested solution:
Refund
