"I had a very disappointing experience at Smart Hotel Napoli, and I would not recommend this hotel based on my stay. The customer service was poor, and I did not feel valued or properly taken care of as a guest.
The first room I was given smelled like sewage, which made it unacceptable to stay in. When I asked to be moved, I felt like I had to plead my case because the staff seemed reluctant to help. After finally being moved to a second room, the air conditioner did not work. I made the staff aware several times, but it was never fixed, and we had to sleep in a hot room.
The next day, we left for an excursion around 9am and returned around 3pm to find that our room had not been cleaned at all. When I asked about it, the staff asked if I wanted it cleaned then, which was frustrating after being gone most of the day. Breakfast was also not good at all.
By the time they gave me a third room, I felt like I had no choice but to accept it because I had nowhere else to stay. I later requested a refund, but it was denied because the hotel stated they offered me an upgraded room. In my opinion, that does not excuse the first two rooms having serious issues or the lack of urgency and concern from the staff.
Overall, this was a frustrating and disappointing stay 2 night stay. Stay away from this hotel and find somewhere better. Based on my experience, they will not care about you one way or the other."
