Grand Hotel Telese — Hotel in Telese Terme

I was invited to a destination wedding at the Grand Hotel Telese in Telese Terme about an hour away from Naples, Italy, in August 2025. I went to their website to reserve 2 rooms, a single for me and a triple for my son and 2 grandsons thinking we would stay 3 nights. Plans changed and I wanted to revise the reservation for these two rooms for only one night. We planned to spend the other 2 nights in Naples.||It turned out that my reservations did not go through the hotel but through a third party where the stay had to be paid for in advance. The third party was Booking.com. They told me to cancel the reservation and get a new reservation. I canceled and got cancellation confirmation numbers. One room was fully refunded but not the other. ||When I called to get this mistake corrected, Booking.com said the matter was completely up to the Grand Hotel Telese. I called GHT and they said to call Booking.com. I asked to speak to the hotel manager who dodged my repeated calls.||I blame GHT for not representing me to their contractor to get my money refunded. I am also sure that the hotel employees knew when I arrived that I had a booking for three rooms: the one night for a single and for a triple plus the three nights for the single Booking.com claimed I never cancelled.||Not only did I try to get GHT and Booking.com to refund my money (which was just under $500) but a concierge service that I engaged to help me (with rebooking at GHT and meeting my other hotel needs for that trip) also tried for weeks to talk to the GHT manager. He refused to make...

The main building is stately and beautiful as the pictures show. The surroundings are noisy with a busy road and the location is not as scenic as the website illustrates. We were welcomed by a nice receptionist who did not speak English. Therefore, we were not explained that we had to reserve a table in the restaurant for dinner. So, we did not have a pleasant dining experience. When we asked the receptionist (a different one) if it was possible to have room service, he said that it was not possible. When we asked why we had not been made aware that we had to reserve a table for dinner, he questioned this, said that it was routine for everyone to receive this message upon arrival, as if we were lying. It felt undignified and was a not very pleasant experience. We had to drive down to the city and finally found a pizza restaurant. The spa department is old but the massage session was excellent with a good masseuse. We suppose to have a robe in our Superior room, no robes where found, so we thought we might get those in the Spa. But, we did not. She told us to talk to the reception, but after the unpleasant experience last night, we did not want to. The outdoor pool was closed when we arrived, so unfortunately we were not able to use it. The entire facility except for the mainbuilding is ready for a makeover. As for service, we will give the hotell...

The reception staff were unfortunately among the most unhelpful we’ve encountered in hospitality. During check-in, they misplaced our passports by placing them in another room’s key box. When we couldn’t find them at check-out, we asked for help but they refused to check the grand total of six passports stored on their shelf, insisting they “knew which family each passport belonged to.”

This led to an unnecessary and stressful situation: we had to double check the room, and then unload all our luggage in the car park to search for passports we were wrongly told we had lost with a small kid. It was only after a friend pointed out that the family they thought our three passports belonged to was actually a solo guest that they finally double-checked and realized the mistake.

All of this could have been avoided with a simple 15-second check, taking your customers a little bit more seriously instead of feeling attacked. We were met with repeated dismissiveness and no apologies, even after the error became clear. The staff maintained they had “checked,” when in fact they literally had not.

The building and rooms themselves are decent. However, I cannot recommend this hotel to anyone due to even the smallest risk of having to deal with such unprofessional front...