Reviews of Sant'Angelo, Matera - Small Luxury Hotels 5 stars

Dear Mrs Sharon, Thank you for your feedback. We're pleased to know you appreciated our location and the uniqueness of our accommodation — aspects we work hard to deliver consistently to all our guests. We’d like to take this opportunity to clarify a few points. At the moment of the check out, the feedback we received was very positive, with the only exception being your restaurant experience — an issue for which we apologized repeatedly from the outset. A member of our restaurant team also made themselves available to resolve the matter immediately, including offering a discount, but only in the end one of your group of 4 expressed the dislike about one of the dishes. We recognize our error, and we take full responsibility for that. It’s an important point of reflection for us, and we will consider it carefully to improve how we manage similar situations in the future. That said, we do feel it’s important to highlight that at the time of departure, your overall comment was: “everything was perfect, except for the restaurant.” Given this, we believe the overall experience should not be entirely judged by one aspect, especially considering that all other services, as you also acknowledged, met the high standards we uphold. Finally, we kindly note that referring to the brand in a negative context doesn’t reflect the overall quality of the stay, as — as you experienced firsthand — our team is dedicated to maintaining the standards associated with it across all departments. We hope to have the opportunity to welcome you again and offer an experience that fully reflects the level of service we strive to provide every day. Warm regards, SANT'ANGELO TEAM

Dear Mrs Sharon, Thank you for your feedback. We're pleased to know you appreciated our location and the uniqueness of our accommodation — aspects we work hard to deliver consistently to all our guests. We’d like to take this opportuni… Show more

Dear Peter, Thank you for the time to leave your review. Regarding the rooms you chose: the panoramic palazzo, room 99, is in the picture 7 of the gallery instead the cave with the patio, room 64, is in the picture 5 of the gallery. I would like to clarify to the future guests, based on this review, that the hotel has 23 historical rooms all different each other, that are categorized using the main characteristics of the rooms. But they are all different each others, because they are adapted to the original shape. For this reason, in the booking.com confirm, we suggest to indicate in advance if you prefer a specific room from the pictures in the gallery, otherwise the assignment is randomly. We understand the taste is subjective, for this reason when you asked to change the room, we did our best to do it, even if the hotel was almost fully booked. Moreover, there was a room change without any extra cost exceptionally. We are sorry there is no mention about it, especially in the staff and services opinions. We hope you can come back in the future, we will be happy to welcome you again in a room closer to your tastes. Kind regards, SANT'ANGELO TEAM

Dear Peter, Thank you for the time to leave your review. Regarding the rooms you chose: the panoramic palazzo, room 99, is in the picture 7 of the gallery instead the cave with the patio, room 64, is in the picture 5 of the gallery. I woul… Show more