Mamalu Studios And Suites

"I have travelled extensively and stayed in luxury hotels all over the world, and I have NEVER left a negative review before. Unfortunately, my experience at Mamalu Umberto Cross was so appalling that I feel obligated to warn other travellers. I stayed here with my husband, our baby, and I was also pregnant at the time. Before we even arrived, I contacted the hotel via WhatsApp because I suffer from severe migraines. If I become dehydrated, I experience horrific migraine attacks with constant nausea and vomiting. As I was pregnant, it was even more important that I remained hydrated. I specifically messaged the hotel before arrival asking whether water would be available in the room and explaining why this was important. I also asked about the air conditioning. Looking back, the responses were abrupt, dismissive and not reassuring at all. When we checked in, there was no water in the room. That first evening, at around 9:30pm, I began suffering a migraine attack and urgently needed water to take medication. The hotel had specifically told me beforehand that support was available 24/7 and that I should simply contact them on WhatsApp if I needed anything. So that is exactly what I did. I messaged. I called. I messaged again. I called again. I explained it was urgent. I explained I was pregnant. I explained I was having a migraine attack. I explained I needed water urgently. Nobody responded. Not one message. Not one returned call. Nothing. I have screenshots of every single message and call attempt. The next morning, I finally received a response from a member of staff from another property. Rather than apologising for completely ignoring a pregnant guest experiencing a medical issue, she was rude and dismissive, effectively suggesting that because it was "late in the evening" I should not have expected a response. Late in the evening? It was 9:30pm. If you advertise customer support and tell guests they can contact you 24/7, then guests are entitled to expect assistance when they actually need it. Prospective guests should also understand that this is not a traditional hotel. To access the building, you must unlock a huge gate and practically climb through it. There were frequently people loitering outside drinking alcohol and engaging in suspicious behaviour. You then walk through a dark, poorly lit courtyard which often smelled strongly of cannabis. As a pregnant woman travelling with a baby, this did not feel safe or welcoming whatsoever. The lift is ancient and felt unsafe using with a baby. The alternative is poorly lit staircases. Nothing about the access arrangements feels secure or family-friendly. The room cards also raised concerns. The same card used to access our room also appeared to open the main building doors. This immediately made us question how secure the system actually was. On the second day, I specifically requested housekeeping. I asked for the room to be cleaned and for the bedding to be changed. We were travelling with a baby. None of this happened. The sheets remained unchanged. The room was not properly cleaned. When I tried to speak to somebody at reception, there was nobody there. When I eventually raised the issue, staff bizarrely claimed that my husband had asked them to go grocery shopping. This was complete nonsense. He had simply said they could accept a grocery delivery if one arrived. The final day was where everything became a complete disaster. The air conditioning stopped working entirely. The room became unbearably hot. I contacted staff and explained the issue, explained I was pregnant and explained we had a baby. The response? There is nothing wrong with it. I was effectively treated as though I was making it up. By the time we returned later that evening, the room was like a sauna. We checked the temperature and it was over 29°C and felt even hotter. Our baby was exhausted, flustered and crying. As a heavily pregnant woman already suffering with migraines, I could barely think straight. My husband had to take over much of the packing because I simply could not cope. Earlier that day, I had been getting ready using my Dyson Airwrap and a separate black curling wand. The Dyson was left on the side near the sink. The curling wand had been the last item I used and was still plugged in but switched off. My makeup and hair products were all laid out exactly where I had left them. When we returned later that evening, one of the first things I noticed was that the cleaners had clearly touched and moved my belongings. My makeup had been rearranged. My hair products had been rearranged. I actually commented to my husband how strange it was that the cleaners had moved all my things. At that exact moment, our baby started crying because of the unbearable heat. My attention immediately shifted to him. I was trying to cool him down, settle him and stop him overheating. Because of everything going on, I did not immediately realise that my Dyson was missing. I then handed my makeup and toiletries to my husband while he packed. I can state with absolute certainty that he did not pack the Dyson because it simply was not there. Later, we realised that not only was my Dyson Airwrap missing, but my black curling wand had disappeared too. Both items. Gone. once I realised, I reported this and requested to speak to a manager. Apparently there is no manager available to speak to guests. I was told the receptionist could deal with it. What followed was unbelievable. Rather than treating the matter seriously, I was spoken down to, made to feel stupid and repeatedly questioned about why I had not noticed sooner. I WAS PREGNANT. THE ROOM WAS OVER 29°C. MY BABY WAS DISTRESSED AND CRYING. I WAS PACKING TO LEAVE. Yes, under those circumstances I did not instantly realise my Dyson was missing until we came home. That does not change the fact that expensive property disappeared from the room. What should have happened? Immediate investigation. Interviews with staff. Questioning of cleaners. Review of CCTV. Instead, it felt like nobody cared. At one point, the receptionist actually messaged me saying she was on a bus and could not answer the phone because it was her day off. Her day off. Whilst I was trying to report a theft. I asked whether anybody else could speak to me. I was told no. Apparently nobody else worked there. A guest is reporting expensive stolen property and the response is effectively, "I'm on a bus." That same night the air conditioning still did not work. The room remained unbearably hot. We literally had to leave our baby sleeping almost completely naked because we were terrified he would overheat. I was also forced to do the same because the room temperature was unbearable. I contacted staff again and was simply told nobody could come to help. It was only around 10pm. So if you have an emergency after the evening, good luck. If you are locked out, good luck. If you lose your key, good luck. If the air conditioning breaks, good luck. You are completely on your own. Additional issues included dusty floors, cobwebs, spiders, dirty bedding, food debris in the bedding, dirt inside the bathtub and sink, dusty walls, poor housekeeping, Wi-Fi that barely functioned, multiple electrical sockets that did not work, charging points beside the bed that did not work, sockets beside the kettle that did not work, and light switches on the left side of the bed that did not work. This was Room 3, which we were told was one of their largest and best suites. The final response regarding my missing Dyson and curling wand was essentially, "We cannot help you. CCTV shows nothing. Goodbye." No meaningful investigation. No accountability. No concern. As a result, I am now pursuing the matter through the police and other legal channels. This entire experience was stressful, upsetting and completely unacceptable. For a pregnant woman travelling with a baby, the complete lack of care, lack of customer service, lack of cleanliness, lack of security and complete failure to properly investigate missing property was shocking. I now understand exactly why this property is significantly cheaper than many other accommodation options in Naples. Avoid."

"This hotel was exactly what Trip Advisor said it was. Trust me I was SUPER pleased with my stay. Overall 9/10 The room: High ceilings and plenty of “space” for two people to stretch out with luggage. Not your typical “international size room” which makes this hotel perfect. Modern- the aesthetic of the bathroom, decor, AC unit and big bey windows … a winner! Amenities- modern (shower + bathroom set up). Quality big towels vs cheap small hand towels = a plus. Customer Service: 10/10 Lucia & Carla were very professional, helpful and were attentive to any and all my questions. I received an email and a what’s app text to communicate prior to my arrival which was super helpful. Location: 9/10 Steps from the train station + near everything from restatements to supermarket’s and the port. Not to mention the ferry is 12 min walk Security: key + key card needed for entry **Added Bonus: the elevator lift provided charm You ask would I stay here again, ABSOLUTELY❗️📍🎯"

"We stayed at Mamalu Studios and Suites in February and can’t wait to return! What a fantastic experience we had! Lucia greeted us with a hot cup of delicious Neapolitan espresso, much needed after a long travel day. She then sat with us in the cozy, well appointed lobby and gave us recommendations for restaurants, museums, pastries, etc. Her friendliness and hospitality made us feel right at home. Our room was spacious with vaulted ceilings and large windows, modern, and impeccably clean. The hotel is located within walking distance of great shopping and restaurants. The metro station is conveniently located on the corner. Can’t say enough about this wonderful property! Thank you, Lucia for a wonderful stay!"