NH Villa San Mauro

Service Quality: Staff are consistently described as friendly, helpful, and accommodating, contributing significantly to positive experiences. Exceptional service is often highlighted, with staff going above and beyond to meet guest needs and create memorable stays.(based on 2 reviews)

Our party of 20 people stayed for 1 night at this 4*hotel on our 'Spotlight on Sicily' tour with TUI. The hotel is very tired looking , in need of a paint job both inside & outside. The evening meal was a set meal consisting of 'Pea soup' for the starter & 'Swordfish' for the main course. What we were served as beyond appalling. The Pea soup was not in fact soup, but a large bowl of cold mushy peas straight from a tin. The main course was a greasy frozen swordfish steak with a small blob of Instant mashed potato, which was also served cold. Several members of the party complained at the time & 1 person was given a bowl of pasta in tomato sauce. However whwith en several people tasted this we all agreed this was not a fresh tomato sauce but a sauce from a jar or tin as it was bland with no substance to it. Even though numerous people complained we were not offered any alternative or even a free coffee. As I was unable to eat the food provided due to the content & the cold temperature my evening meal consisted of 2 bread rolls. The hotel seemed totally unable to deal a large group & were obviously not interested in making a good impression or providing 4* quality service or food. This was the first time TUI had contracted this hotel on this tour & I sincerely hope they do not use them again as I do not wish anyone in the future to to receive this appalling level of service. As a result of the appalling food & service we received many in our party, upon checkout, refused to pay for the drinks they had with their meal on the night .