RohanP305
Google
I have been a devoted guest at Capofaro since 2018, returning year after year for its unique blend of tranquility, beauty, and what used to be truly exceptional service. I have even celebrated major milestones here, including once privatizing the entire hotel for my birthday. It is with great sadness that I write this review after my summer 2025 stay, which has been nothing short of a disappointment and has, frankly, ruined my holiday.||||Chronic Understaffing and Inexperience||From the moment I arrived, it was obvious the hotel is chronically understaffed. Housekeeping and restaurant teams are stretched to the limit, and nearly every staff member I spoke to admitted they had only been working here for two months or less. There is no sign of the seasoned, professional staff who once made Capofaro special. Instead, confusion reigns, and the lack of training is evident in everything from basic politeness to the ability to handle guest requests.||||Restaurant: Monotonous Menu and Rigid, Unhelpful Rules||The lunch menu has not changed once during my entire stay—just the same four entrées, every single day. For a hotel that claims to be a gastronomic destination, this is simply unacceptable. How is a long-staying guest expected to eat the same food daily? ||Worse, the restaurant operates under a set of inflexible rules that seem designed to frustrate guests. On our first day, a large, noisy group on a wine tour made the dining room unbearable. We asked to have our lunch in the quiet bar area—there were no other guests, and it was the end of service—but were told this was “against the rules.” In the past, such a reasonable request would have been granted without hesitation. It’s clear the staff have no discretion or authority to make guests comfortable.||||Service Failures: No Attention to Detail, No Desire to Please||The little touches that once made Capofaro feel special are gone. When we asked for milk for tea in our room, it took over an hour to arrive—and came with a €25 service charge plus €5 for a single cup of milk. Despite repeated requests, milk was never replenished in the room, a basic amenity even at a four-star hotel. ||Housekeeping is unreliable: sometimes there is an evening turndown, sometimes not. Glasses and cups are not replaced daily, so we found ourselves unable to enjoy a simple coffee or drink in the room. Tissue boxes and water bottles are not restocked without repeated reminders, and during a heatwave, waiting endlessly for water is simply unacceptable.||||Front Desk: Untrained, Rude, and Unempathetic||The front desk is manned by a single, very young staff member who has also only been here for two months. When I requested a late checkout—just two hours, to accommodate my pregnant partner in the 40° Sicilian heat—I was met with a curt “not possible,” with no attempt to understand our situation or offer any alternatives. This lack of empathy and flexibility is shocking for a hotel charging €1,000 per night.||||Management: Completely Absent and Unaccountable||Perhaps most disturbing is the total absence of management. I have been asking to speak to a manager for three days, and despite being on the property all day, no one has responded. At any other luxury hotel, a manager would immediately seek to understand and resolve a guest’s concerns. Here, I was told to “just write an email,” and when I asked about the deputy manager (who helped with our booking), I was brusquely told they were on holiday and “should not be disturbed.” This attitude is unheard of in the hospitality industry and shows a complete lack of leadership.||||Inflexible, Inhospitable Policies, at odds with Luxury hospitality. ||The rigidity of the staff is astonishing. Today, since my pregnant partner could not make it to lunch, I asked if I could bring her plate of pasta to the room myself to avoid the delays and extra fees of room service. Initially, staff agreed, but then returned to say it was “against the rules.” It is clear the staff have no authority or training to use common sense or prioritize guest comfort.||||A Holiday Ruined by Inconsistent Service||What was once a highlight of my year has become a source of stress and frustration. The constant need to chase basic amenities, the repeated refusals to accommodate simple requests, and the inexperienced, disempowered staff have made it impossible to relax or enjoy my time here. I have spent more time following up on requests and trying to get help than actually enjoying the resort or the island. This is not what I expect—nor should anyone expect—from a so-called luxury property.||||A Sad Farewell||I suspect the recent change in ownership is at the root of these issues. The new management seems intent on cashing in on Capofaro’s former glory, charging exorbitant rates while cutting back on the staffing and service that made this place special. Unless there is a dramatic turnaround in leadership and a recommitment to genuine hospitality, I cannot imagine returning—and I urge other travelers to look elsewhere for a true luxury experience on Salina.
