Musae Relais & SPA — Hotel in Polignano a Mare

Our experience was good but not great. We booked the Superior penthouse, 2 bedroom suite. Upon arrival, we were told we could only access one of the bedrooms (the second was locked), because we were only two people. When we tried to explain that we paid more to have the larger space, we were told that this is their policy, and that TripAdvisor does not provide them the ability to communicate this. So I feel I did not get what I paid for, and overpaid for the space I got.||When we checked in, for some reason it took about 15 minutes of working with person at the desk to get WhatsApp communication set up. This was necessary because this is how they communicate with you. The room was in a separate building that is a few blocks away from the lobby reception area. There is a professional office on the 1st floor, and then rooms for the Musae Relais & Spa property. The person who checked us in drove us to the building in a golf cart. The rooms in this building must be accessed by stairs - there is no elevator. It was 70+ stairs to the floor we were on. Breakfast, which is brought to you, is adequate but not great. You can order a few things, including croissants. We ordered via WhatsApp, and were asked what type we wanted - jelly, Nutella, pistachio. When it arrived the next day, they were not true chocolate or jelly filled croissants, but plain croissants that had been sliced open and had jelly and Nutella spread into them. Since it is delivered to your room, you get one cup of coffee - there are no second cappuccino or espresso like in a breakfast room. The person who checked us in offered us eggs, but they were not on the menu. When we asked about this, we were offered eggs. Since they travel from another location to you, they were warmish upon arrival.||To pay the departure tax, we walked back to the reception building to drop it off. Via WhatsApp, we were told that we could stay til the departure time and they would come pick it up, but that did not fit into our schedule.||The room itself was clean and bed comfortable. It was very hot, and the air conditioner worked but could not keep the room truly cool. The patio space was nice and a good place for breakfast. The location of the building we stayed in was central to everything. ||I feel that the property did not live up to the way it presents itself online. While we had a comfortable stay, we would stay...

My husband and I stayed in the Euterpe room for three nights in early September 2023. Based on our experience, I cannot recommend anyone to stay here (at least in this room). First, the positives: the hotel has a beautiful aesthetic, friendly staff & nice breakfast. The hotel is situated w/in walking distance of the train station and the shops and restaurants. The MAJOR problem is that the rooms are located on a very busy, and very LOUD street. The front door for the room is accessed from that street; there is no interior passage. Every night we stayed there, large groups of people (mostly teenagers) would gather on the step outside our front door after midnight, talking, smoking, and carrying on. We would have to chase them away only to have another group replace them a few hours later. The first night we wrote it off as an aberration, but then the same thing happened the next night. We brought it up with the hotel staff, who said they'd post a security guard. The third night was the same. We were travel-weary when we checked in and absolutely bedraggled by the time we left. We also heard weird clicking noises throughout our stay (since we couldn't sleep and were always awake) and learned that the laundry room for the hotel was located just next door/below our room. All in all it was a pretty miserable experience. I rely heavily on the advise of TripAdvisor, so this is my contribution: I do not...

We had an horrible experience. Musae Relais it’s a scam with a terrible customer service. The suite, terrace and location of the hotel is not the photos and information they have online. We booked a room for Musae Relais (located in the middle of Polignano a Mare) on the Musae Relais website and they told us that our room was going to be a suite at Musae Al Mare, located very far away than the original location we chose (even though we have the screenshots of the reservation we’re the name and location are Musae Relais in Via Giacomo Matteotti, 26, 70044 Polignano a Mare BA, Italy). They insist they are not going to provide solutions, change our room to Musae Relais (the room we originally booked) or even give us a refund.

We have two days of our trip in order to solve the issues and yet they decline to give us any...