Villa Casa Casuarina is one-of-a-kind, with stunning architecture, a beautiful mosaic pool, and uniquely styled rooms. Dinner and breakfast at Gianni's were highlights of the stay, with great food and attentive service.
We booked for our 5th anniversary, and a complimentary Prosecco offered at check-in never arrived. The next morning we upgraded to the Signature Suite, where we found a dead cockroach by the nightstand and old debris in the bench tufts. Housekeeping cleaned quickly, but we waited 23 min in the lobby with nothing offered. The front desk blamed the cockroach on the weather rather than owning it, and the make-good was the same cheap Prosecco originally promised; at this rate, a Moët or similar champagne would cost little more and land far better. Back upstairs we noticed a stain on the robe, a hair on the towel, and a broken bidet. We didn't bother mentioning them; on a two-night stay, every minute counts.
At the pool we were the only guests both days, yet things kept going wrong: missing cushions one day, no chairs the next until I asked, and no drink service either day. Outside, restaurant staff stopped us as if we were walk-ins despite how few hotel guests are on site.
The pattern reads like a restaurant and bar first, with the hotel as an afterthought. At a modest rate that would be fine; at this one, the gap defines the review. We'd stay again, but next time we'd be more proactive with staff from the start. At this rate, that shouldn't be the guest's job.
