Masseria Auraterrae — Hotel in Polignano a Mare

Thank you for your response, Franco to my wife’s review.

Unfortunately, it only reinforces the concerns we expressed in our original review. While we appreciate your acknowledgment of our emergency, the tone and substance of your reply are deeply disappointing and, frankly, misleading.

Let me clarify a few points: We absolutely communicated the seriousness of our situation. While we did not detail the private nature of the emergency in the first message, we made every effort to convey that it was urgent and beyond our control—calling multiple times and pleading for compassion. That is not “overly generous”—it’s basic decency. Hiding behind policy does not absolve you of empathy. We understand what a non-refundable rate means. That’s not the issue. The issue is whether your team was willing to act humanely when confronted with a once-in-a-lifetime crisis—and compared to every other hotel we booked, you chose not to. Your so-called “gift” was a €675 voucher on a €1,588 stay, with conditions that are unrealistic. In your response to my wife you said a 50%, I would check your math, because that incorrect. Telling young newlyweds from another continent to return to Italy within five months to use a partial credit is tone-deaf at best. You’re offering us an opportunity to go spend more money? The condescending implication that our review is invalid because we didn’t physically stay is insulting. We paid. We were scheduled to arrive. We communicated our crisis immediately. The only reason we didn’t experience your services is because we were forced to fly across the world due to a family emergency. The review is about your response to that—not your property.

You may view this as a contractual issue. We view it as a human one. And unfortunately, your response only underscores the lack of empathy we experienced throughout.

We hope future guests never have to choose between tending to a crisis and being financially...

My spouse and I were so looking forward to our stay at Masseria Auraterrae as part of our dream honeymoon in Italy. Unfortunately, a couple days before our reservation, we experienced a devastating family emergency back in the U.S. that forced us to cancel the remainder of our trip and fly home early. We reached out immediately and explained the seriousness of the situation, hoping the hotel would show some compassion under these heartbreaking circumstances. They repeatedly told us to send an email whenever we called.

To our deep disappointment, they denied a refund and instead offered a €600 credit—less than half of what we paid—usable only if we return to Italy within 5 months. As a young couple from a low-income family, we saved and splurged to make this once-in-a-lifetime trip possible. To be told to return to Italy within such a short window is not just unrealistic—it’s insensitive and dismissive of what we’ve been through.

We understand cancellation policies exist, but this was not a change of plans. This was an emergency that left us reeling emotionally and financially. A €600 “gift card” feels like a hollow gesture when you’re $1,700 in the hole and grieving.

We had hoped for grace, understanding, and even a partial refund—something that showed basic empathy. Sadly, this experience has left us feeling taken advantage of during a time of real distress. We urge the management to reconsider how they handle real-life emergencies in the future. Also note that the 4 other hotels/masserias we booked ALL gave us refunds. Even the Masseria that was booked closer to arrival date. I would really reconsider staying here due to...

Masseria Auraterre is simply incredible! It is one of those places, you remember long after you’ve stayed. We spent 5 magical nights & to say that the service, staff & facilities are amazing is really an understatement. From the moment you arrive you are treated like royalty, your bags are delivered to your room while you get the grand tour of everything that Masseria Auraterre has to offer. Be warned, if you have intentions of sightseeing the surrounding towns, it is going to take all your will to not just want to stay & laze by the pool & enjoy your time here. So make sure you allow a day or 2 in between to do just that. Special mention must go to Saverio who made the most fabulous cocktails from merely just asking what flavours we loved. At the end of every day he was there to greet us with a smile & our favourite appertivo. The property is exquisite & so close to Polignano A Mare that you can see the ocean from the pool. Don’t procrastinate, just book, you will not regret it! 5 stars but it deserves 10! Thankyou Antanello, Saverio, Gash, Gregorio & all the beautiful staff for an amazing stay! We love you & you will all hold a special place...