Villaggio Santafortunata Campogaio

"We arrived in Sorrento looking forward to our stay, only to be refused check-in because we did not have our passports with us. While we understand that hotels must comply with identification requirements, the communication received before arrival was unclear about exactly what forms of identification would be accepted. We had alternative identification with us which, according to the information provided, should have been acceptable. However, this was also refused, leaving us unable to check in. What made the situation far worse was the complete lack of willingness from staff to help. Being turned away left us stranded in Sorrento with nowhere to stay, yet no advice, support, alternative solutions or recommendations were offered. Staff were blunt, dismissive and showed very little empathy for what was a stressful situation. When we asked about a refund, we were advised to contact Booking.com directly. We followed this instruction immediately, and Booking.com contacted the hotel on our behalf. Despite multiple attempts, the hotel did not respond to Booking.com's enquiries until I contacted the hotel directly myself. The hotel has now refused to issue any refund. The most disappointing part of this experience was not simply being refused check-in, but the poor communication regarding ID requirements, the refusal of alternative identification that appeared to meet those requirements, the lack of customer service when we were left without accommodation, and the difficulty in obtaining any response regarding our refund request. Unfortunately, based on our experience, I would not recommend this hotel and would not choose to stay here again"

"We had a truly awful experience. After booking a night in one of the safari tents, we arrived for check-in with the identification specified in our booking confirmation. However, the receptionist insisted that we provide our physical passports, despite this requirement being nowhere mentioned in the booking details. We explained that we had photos of our passports and other valid identification available, but she refused to accept them. What was even more frustrating was the complete lack of willingness to help. We asked if they could contact the hotel where we were staying for the rest of our trip to verify our details, as that hotel had already registered us upon arrival in the country. This was simply a separate night away from our main accommodation. Again, they refused. As a result, we were denied check-in and left stranded in Sorrento with no accommodation, no assistance, and no practical advice on what to do next. To make matters worse, we were still charged for the shuttle bus into town. The most upsetting part was the staff's attitude throughout the ordeal. While we were visibly distressed and trying to find a solution, all we were met with were smirks and complete indifference. There was no empathy, no effort to help, and no customer service whatsoever. I would strongly advise others to think carefully before booking here. A simple issue could have been resolved with a little common sense and compassion, but instead we were left abandoned in a foreign town with nowhere to stay. A truly disappointing and upsetting experience."

"I was disappointed with my stay here, firstly we left on a sour note being charged 20 euros for an access card which had been misplaced but we didn't even need in the first place. The staff were incredibly rude when we dealt with this which ruined our day. The place is okay, tents are quirky but basic and the toilets were a long walk from the tent, when I got up in the middle of the night for the loo it wasn't ideal and took a long time to get back to sleep. 1 facilities (wcs & showers) block for a large area also wasn't great. The signage is poor on site, there is a bar advertised but we couldn't find it. The pool closes early and you have the wear swim hats in it. The site is a long way from town, there is a shuttle which is good but costs each way, wifi also costs extra. I won't be going back. It is quite a bland place, not much going on in terms of entertainment and felt like a very poor attempt at a Centre Parcs."