CasaSur Palermo Hotel

Yesterday, we checked in at CasaSur Palermo. It was our second visit there in several years. The hotel is a reasonable value in a good location... until things go wrong. At midnight, we realized that it was very hot in the room and that the AC was not working. The hotel restarted the system and we waited until 1:00am at which point it was clear that it was not going to improve. The receptionist offered to let us sleep in a different room... but only on the condition that we pack up everything and move it into the new room. When I explained that we were fine just sleeping in the replacement room, on the assumption that someone would fix the room's AC in the morning, and that it would take us an unwelcome chunk of time to pack up everything, and as it was already 1:00am, we would appreciate the hotel simply allowing us to sleep in the second room. The receptionist, however, refused. Her nonsensical justification was that the AC repair people would need to come in at 6am and we would need to be in the room. There was no reason to inconvenience us more than had already occurred... but this clearly was unimportant to the hotel. I have been in this identical situation before (most recently several years ago at the Hotel de Rome in Berlin). The normal protocol is, "We're sorry for the inconvenience, here's the key to a second room for you to get a good night's sleeo, and we'll sort things out in the morning." Really stunned at the poor service at CasaSur Palermo.

A big, stylish, modern hotel. we only stayed her for one night on our way home, but it provided all we needed. Room was comfortable with good beds and large for us to sort our luggage ready for our flight. Staff mainly very helpful, and breakfast was good with variety of food. Didn't eat in restaurant.

AWFUL HOTEL Horrendous customer service, ZERO duty of care for their residents and PAYING customers. Disgraceful staff who feel they have the right to manhandle and restrain their customers. If I could give this hotel negative stars, I would give -5 and say this hotel should be SHUT DOWN!!