2/10 Terrible
Samah
Traveled with family
Aug 17, 2025
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Extremely Disappointing Experience – Rude Staff
I booked Air One City Hotel in Catania via Hotels.com, entering the ages of the guests (14 and 17). Upon arrival, I was told I had to pay extra for each child because, according to them, the ages they received were wrong – despite having proof from my booking confirmation.
The situation was made worse by Camello at reception. He was extremely rude, dismissive, and unwelcoming, leaving me very upset. When Hotels.com tried to call the hotel to resolve the issue, the phone rang repeatedly in front of me, and he refused to answer until I asked. When he finally picked up, he hung up on the agent.
We arrived early and were told our bags would be safely stored, but they were left unattended, and we had to carry them ourselves when the room was ready – shocking for a 4-star hotel.
The non-smoking room smelled heavily of smoke, the shower was tiny, and cleanliness was poor, though the room was spacious and had a bidet. The door had no full lock, forcing us to push a chair against it for security.
This hotel does not provide an iron; you must hand over clothes and pay for ironing. At checkout, staff tried to charge me again for the same extra fee until I showed proof. Parking is limited and not as advertised.
The breakfast was good, and the gentleman serving it was polite, but otherwise staff were unprofessional. We became so uncomfortable that we avoided asking for anything. I have never felt so unwelcome at a hotel and could not wait to leave. I would not recommend this hotel!!
Samah
Stayed 4 nights in Aug 2025