Masseria Agnello

When we drove up to the property, we were excited to see the beautiful setting . . . but in all seriousness, every single thing went downhill from there. If this is as far as you read, we want you to take a hard pass on staying here. The check in man, George, was incredibly unwelcoming. He didn’t tell us anything about our room, the property or the area. No one offered to help us with our baggage despite a long walk from the parking area and set of stairs we had to navigate (no elevator). We quickly learned that the hotel was essentially shut down for the season yet they still accepted reservations. With the exception of breakfast, every service was unavailable. No one was there to give us basic information about local sites. Our room was dirty with dust bunnies everywhere & we had no hot water for showers. Our $14 Euro gin and tonics came without limes because according to the young man onsite, limes were no longer in season. The pool genie remained in the pool the whole time we were there, and the pool towels wrapped in plastic as though it was too much effort to unwrap the laundered stack. Again, just say NO! The most upsetting part of the whole experience was our checkout. We were in a rush to get to the Catania Airport, and were held hostage and harassed by the only person onsite, a woman named India, when we disagreed with the total of our bill. India had zero ability to accommodate us, and called the owner, a British woman named Alex, several times, delaying our departure. Alex was incredibly rude, and nowhere to be found in person during our 48 hour stay. We would not be surprised if this place is closed by next summer but if it isn’t, just say NO! It’s a hell hole with a terrific view and horrific prices. By the way, this is the first time we’ve ever felt compelled to review a place after 106 years of combined travel. It was just such a demoralizing experience.

Upon arrival, we were captivated by the stunning beauty of the hotel and its surroundings. However, our initial excitement soon turned to disappointment. After waiting in the lobby for approximately 45 minutes, Stephon finally appeared to assign our rooms. Shortly after, the manager arrived and brusquely yelled at one of our group members for having his feet on a table, saying, "Get your feet off of there!" She then proceeded to scold us for not waiting to be checked in, despite our tour group of 9 having 5 reserved rooms, and it being well past the 3 pm check-in time. Matters only worsened from there. The nearest town being 45 minutes away, we decided to dine at the hotel restaurant, only to find out they were out of most main courses on the menu. One of our group members ordered food for two—one to be enjoyed there and the other to take to his room—but neither meal was ever delivered. Adding to our frustration, the air conditioning was inoperable in two rooms, and none of the rooms had hot water. To compound the situation further, there were no staff members available from 9 PM until 8 AM. During checkout, the manager maintained her rude demeanor, essentially implying that if we didn't like the experience, we didn't have to return. Our stay was far from the relaxing getaway we had anticipated.

I would probably give this 3,5. The woman running the hotel also use it as her own summer house. She and her father where smoking and drinking beer by the pool using it as if they were guests. She just thrown in the pool cleaning robot and it was then in the pool the whole day. Same thing with dinner she is sitting and drinking smoking at dinner with other guests. At breakfast there were no plates so guests had to try and find plates them self. Also food did not look all that safe to eat from breakfast as it was standing out in the heat all day and next morning same food still out there. It was run so poorly that it was actually fun. On the positive not the design and hardware is very good although it needs some TLC to get back to it's old glory.

It's a decent property but bad service and rather uncomfortable especially if you have big bags or anyone has problem walking. And there is no porter service, despite the fact that every room has a number of steps. The serving staff is nice but they need training. Cleaning of rooms is negligible, for all the 3 days we were there, the only thing done was that our beds were made. Trash was not taken out even for one day. So we had trash in the bins for all the days we were there. First day even the cups used for tea were not washed. They were left unwashed where we had put them In our room, on arrival there was only one bottle of water. Water is expensive 5 eros per bottle, so when we bought water and some snacks for our next day outing, we were told by the staff that if any guest goes to the super market, the management should be informed. That was a first for us, to be told you can't buy stuff etc. Except the water we did not consume anything that we had bought, in the hotel premises. Drinks are expensive, 14 euros for an aperol spritz!! The bathroom showers are bad! There was no WiFi in the room! I wouldn't ever stay or recommend this place. The location is nice but that's where it ends. It was not a nice experience for us. It feels that the management/ manager is not bothered or is totally inexperienced in hospitality business.

The property is in beautiful location, great view and a nice building. Francesca and Salvatore, two young employees are making their very best to make the guests comfortable and meet their request but they are employees thus with limited authority to act. The resort is heavily understaffed and even luggages when not transported by guest have to be carried by Francesca and Salvatore in addition to their other jobs of serving breakfast, checking in and our clients, arranging for aperitif, and receiving complaints for air conditioning not working properly, no drinking water provided in rooms, garbage not collected in rooms, internet working intermittently, phone not answered, and emails not responded or responded late. There are no place where to place soap and shampoos in the shower’s cubicle, and in my room the lack of hot water was rectified 2 days after my complaint. In short, location top, Francesca and Salvatore very good, management to be re-trained or replaced. Incidentally, aperitifs are expensive (14 euro for a glass of white wine, and you are discouraged to bring food of drinks bought outside in the resort. There is no laundry service or washing machine available to guests.