Residence Le Axidie, Sure Hotel Collection by Best Western

The overall quality of this hotel was fine. It did its job and it was useable. The scenery, and facilities (wellness area, beach, free transfers to train station) were really great, a very mesmerising location. But, this is not a 4 star hotel, this is a 3 star hotel, and it is currently misleading. the service of the Le Axidie is 2*, the place is severely understaffed, with only one more person running drinks and food / taking the orders around the wellness area. As a result we waited more than two hours for food and drinks. The hotel is very run down, it is again not a four star experience. Our initial room was slightly dirty, and actually stunk of cigarettes when we arrived. We were shocked this was deemed okay to check in. Granted the hotel did amend this and change our room, but really no remorse was shown, nor were we offered any real benefit as a result of having to spend our first night in such a grim setting. The air conditioning doesn’t really work, staff claimed this was due to it being “hot in sorrento area”. This was our fourth hotel within the area, no others had the issue of air conditioning. Rooms are generally tidy, but I wouldn’t say they ever felt very clean, and bathrooms are grim as well. We had one issue with hot water, where we weren’t getting any at all, we moved rooms and the issue was fixed, however it took almost 45 mins to run a bath. The shower pressure was also non existent if you put the water on warm. Anyway, after all these issues (many quite significant ones), we received €20 for lunch, and got a somewhat half apology. It is worth mentioning that the individual dealing with these issues half implied that I was lying about the water pressure and air con. Highly unprofessional. Me and my partner were not hoping to be offered a discount in compensation, ideally the issues would’ve just been resolved and not happen again. Sadly we didn’t get compensation, or a resolution to our issues. I must say, in a four star establishment like this, I would’ve expected something given the amount of damaging issues we faced during the stay. The only real thing I can say is that it wasn’t a particularly expensive place to stay, but then again £200 a night is still a lot for the quality provided. Also the fact that some of the staff were very kind and helpful. In particular Denisa was fantastic, as was the “older” lady who works in the wellness area, and the “older” lady in reception. If you wish to stay here please take it as this, it is a 2/3 star experience, in a four star location. So you pay cheap 4 star money for your stay. If you’re looking for a nice time without issues, I would not stay here. It is also worth mentioning that other guests told us they found similar problems, but did not want to complain and be judged like we were.