The experience started very badly, but I appreciate the owner’s subsequent apologies.
I booked Villa Grazia directly for one night at the price of €129, having not found availability at Inghirios, the property where I had stayed in the previous days and to which I would return later.
The problem began immediately at check-in.
After having duly paid for the stay, I showed my identity document at reception. When the clerk was about to photograph it, I simply asked that no photograph be taken, stating that I was of course willing to show it for identification and to have all necessary data transcribed.
I never refused to be identified, I never refused to present the documents, and I never refused to provide the data required for guest registration.
Shortly afterwards I was contacted by the owner by phone. The conversation was extremely unpleasant: a very loud tone of voice, constant interruptions and practically no opportunity to finish a sentence, while I was simply trying to explain that my request concerned only the photographing of the document.
I was also insistently asked for additional data, including my residence, which contributed to creating a discussion that, in my opinion, could have been avoided with a few minutes of calm dialogue.
Added to this was a significant and annoying presence of ants, not only in the outdoor areas and the garden, but also inside the room, as documented by the photo attached to the review. I fully understand that this is a property immersed in greenery and that in a countryside setting the occasional presence of insects is normal; however, finding many even in the room, in my view, highlights the need for greater care and attention.
The bathroom also needed, in my experience, more maintenance. During the shower the flow and water pressure varied noticeably, decreasing and increasing several times. In addition the showerhead holder was loose and poorly fixed to the wall. On one of these fluctuations the showerhead came out of the holder and fell on my foot, injuring me. Beyond the discomfort, I believe that an accessory that can fall during use deserves to be fixed, also for simple safety reasons.
The next day, however, the owner contacted me again and clearly acknowledged what had happened at check-in. She sincerely apologized for having raised her voice, admitted that the receptionist had not been adequately trained on the possibility of checking and transcribing document data without necessarily photographing them, and personally took responsibility for the misunderstanding.
She also made a concrete attempt to remedy the situation by offering us free use of the pool for the entire following day. We were unable to take advantage of it because we had already returned to the other property, but I still appreciated the gesture and especially the acknowledgement of the error.
However, the fact remains that a check-in should be a welcoming moment and should not turn into a heated phone call over a completely simple request. Added to this were the problems encountered in the room and the bathroom, which further impacted the experience.
Also regarding value for money my judgment remains negative: €129 for one night, as far as I am concerned, is difficult to justify compared to the overall standard of the property and the experience received, considering what I found and especially having stayed in other properties in the area that I found decidedly superior.
I nevertheless acknowledge that the owner subsequently handled the check-in issue correctly: she recognized the error, apologized and tried concretely to remedy it. That is a behavior I consider worth highlighting, as well as I consider it correct to report what did not work.
The overall experience, however, remains decidedly negative for me and I personally would not return.
stayed from 08/21/2026 to 08/22/2026
The answer from the host:
Signor Federico Mura
Riteniamo doveroso replicare a questa recensione, soprattutto perché lo stesso ospite ha già espresso il proprio giudizio negativo su Google e ha scelto ora di pubblicare un’ulteriore recensione, con voto minimo, anche su questo portale, nonostante la prenotazione non sia stata effettuata attraverso questo sito.
Alla luce della dinamica complessiva dei fatti, non possiamo fare a meno di percepire questa reiterazione come fortemente penalizzante e, a nostro avviso, più vicina a un intento punitivo che a una semplice volontà di condividere un’esperienza di soggiorno.
È quindi necessario precisare alcuni aspetti.
Il problema è nato esclusivamente al momento dell’identificazione degli ospiti. In reception si è presentato un solo componente della coppia, mentre l’altra persona si trovava già in piscina e non si è presentata per completare personalmente le procedure di check-in e identificazione.
Per una struttura ricettiva l’identificazione e la registrazione degli ospiti non sono una scelta né una formalità facoltativa. Di fronte a una situazione che non ci era mai capitata prima, non siamo stati capaci di gestire correttamente il momento. Con il senno di poi, anziché alimentare una discussione telefonica, avremmo dovuto interrompere il check-in e rivolgerci immediatamente alle autorità competenti affinché fossero loro a chiarire come procedere.
Riteniamo altrettanto corretto ricordare che, prima ancora del normale orario di check-in, gli ospiti avevano chiesto di poter raggiungere Villa Grazia già dalla mattina e di usufruire della piscina. La richiesta era stata accolta con disponibilità e senza alcun supplemento, proprio nello spirito di ospitalità che cerchiamo quotidianamente di offrire ai nostri clienti.
Sul rapporto qualità/prezzo, infine, ogni ospite è naturalmente libero di esprimere il proprio giudizio. Allo stesso modo, riteniamo poco pertinente il continuo confronto con un’altra struttura ricettiva, che viene ripetutamente citata anche in questa recensione: ogni struttura ha caratteristiche, servizi e politiche tariffarie proprie.
Accettiamo le critiche, anche severe, quando rappresentano uno strumento per migliorare. Accettiamo anche un voto negativo. Ciò che troviamo difficile comprendere è la scelta di reiterare il voto minimo su più piattaforme.
Chi leggerà questa recensione potrà quindi valutare non soltanto quanto raccontato dall’ospite, ma anche la nostra versione dei fatti.
Da parte nostra, questa esperienza ci ha certamente insegnato qualcosa: in futuro, davanti a situazioni analoghe relative all’identificazione degli ospiti, eviteremo qualsiasi discussione e ci limiteremo ad applicare rigorosamente le procedure previste, richiedendo, quando necessario, l’intervento delle autorità competenti.
Villa Grazia.