Eurostars Hotel Excelsior

I had booked this stay as a Christmas gift for my partner, who deeply loves Naples. It was a heartfelt surprise — two days together, December 25th and 26th, to enjoy the city during a special time of year. Unfortunately, due to a booking error, I selected November instead of December. I only realized it the day after check-in, when I received the “stay started” notification. I immediately contacted the property, honestly explaining what had happened and kindly asking if it was possible to move the dates or receive a voucher. Their only answer was: “Nothing can be done.” What hurt me the most wasn’t just losing over €700 for a room that was never used, but the total lack of empathy and willingness to help. I perfectly understand that Booking’s policies allow the property to charge in case of a no-show. However, I also know that the property can choose to act differently, since through the Booking system they are able to: • issue a partial or full refund, • offer a credit for a future stay, or • manually modify the booking dates if they wish. So it’s not true that “nothing can be done” — the truth is, they simply chose not to do anything. It’s a real shame, because a property should not only be judged by its rooms or location, but also by its humanity and how it treats its guests. A small gesture of understanding would have turned an honest mistake into a beautiful memory. What makes it even sadder is that not even the fact that it was meant as a Christmas gift for my partner touched their hearts. A little kindness would have meant so much.

The location of the hotel was beautiful. The hotel itself looked beautiful, however sadly I would never stay again nor recommend this hotel. Let's start with when we arrived there, the elevators were not working which caused us to walk up 5 flights of stairs with luggage. Then the WiFi never worked. The lights in the room never stayed on and kept Going off. Then they brought someone else's luggage to my room accidentally and wanted to know if I could bring it down. I said absolutely not. No elevators and I should bring it down? Then we went to breakfast the next morning and they never told us it was not included, and charged us. Which is fine if it's not included , but you let people know beforehand when they check in. The electronic shades went up, but wouldn't come back down. The curtain rod was coming out of the wall. And last but not least, the staff really could care less about anything you complain about. Do your research and look elsewhere

Wonderful hotel!|We had such a fantastic stay at Eurostars Hotel Excelsior. The staff were incredibly kind, professional, and welcoming – always with a smile and ready to help with any request. The location couldn’t be better, right on the waterfront promenade, with stunning views of the bay and Castel dell’Ovo.||Our room with a sea-view balcony was simply breathtaking – waking up to that view was unforgettable. The breakfast was excellent, with plenty of fresh and delicious options. Everything felt very well maintained, clean, and elegant, with a touch of classic charm that makes the hotel feel truly special.||Overall, this hotel exceeded our expectations in every way. Beautiful atmosphere, great service, perfect location – it really made our visit to Naples memorable. We will definitely come back here on our next trip to the city. Highly recommended!

The location of this hotel is wonderful and the room was quite large. Those are the two best things I can say about this hotel. When we arrived the elevators were not working so me and my family had to climb up 5 flights of stairs. The internet never worked the whole time we were there. The electronic shades went up but never came down. For the lights - the card was in the necessary slot -however, the lights would work intermittenly the one night that we stayed there. It made getting ready for the day quite challenging. There were only 2 outlets in the room - and one was in the bathroom. Some of us actually had to unplug the lamps in order to be able to charge our phones. When we checked in they didn't tell us that breakfast was not included - and then wound up charging us 30 euro per person for just a buffet. When we checked out I had voiced my concerns about the room - and there was absolutely no remorse at all. They just don't seem to care. I travel quite a bit and I've never stayed in a hotel that was so poorly managed with no concern for their guests.

This is not a 4 star hotel. Maybe a 3 star hotel with a few nice amenities like bell service . It's rather outdated and lacks amenities. While our room was big it was well worn and the beds were so so so uncomfortable. Thin sad comforter, broken blow dryer, several outlets and lights didn't work, old broken furniture, both the sink and tub drain struggled to drain and smelled awful, just all in all an outdated hotel. While the location is nice, the views are pretty, the roof top and downstairs are elevated the room itself was outdated and uncomfortable.

Flight canceled so found this through the chase travel app. Room was decorated classically and very spacious. Giant balcony with two separate outdoor eating areas. Beautiful sea view and view of the volcano. Local area seems very safe with plenty of food/drink options.

Legendary charming hotel in prime location in Napoli. I have stayed here five times and it only gets better. The staff is incredibly helpful. Grazie to Alessandro and Carmine at reception and also grazie to Alessandro the charming bartender upstairs at the most magnificent bar with stunning views! I will be back!!

It started with a late night check-in after flying from NYC. While the luggage was seamlessly delivered to my room - no instructions on room infrastructure was offered. I was exhausted and did a few emails and then was ready for sleep. I couldn’t figure out which of the various (12 or so) wall switches turned off all the lights. After trying for 5 minutes, I tried calling the front desk. Phone didn’t work. I had to get dressed and go to the lobby to ask for help. When the night bellman came up, he was dismissive and annoyed. I told him the lighting system was not simple and that he should have explained to me when I checked in. He smirked and left. The next morning I asked to speak to the GM. He was polite and said he would speak to the bellman. I then said that when I checked in the night before, I didn’t receive an upgrade or 100 food / drink credit as was required by AMEX platinum Fine Hotels and Resorts. He said the hotel was not part of that program. I pulled up my AMEX and showed him that the hotel was part of the program. He said again they were not and that if I expected a 100 credit, I needed to ask AMEX for the credit. In 20 years of stay at AMEX Luxury and Fine Hotels, I have never not received a welcome package showing all benefits. As if that were not bad enough, service at the rooftop bar and restaurant was incompetent at best pathetic at worst. Literally no follow up after ordering. Twice (one brunch and one dinner) I had to go to desk and ask for the second drink in order. At dinner I order a gin and soda. I then order another and after 20 minutes I went to ask for it and thery then brought me a gin and tonic. Location is great. Rooms are small, but clean. GM and stuff are lazy and incompetent. When I relayed my concerns and observations, I was treated with no respect and received no apologies. Stay Sept 16. It is. Is Sept 17. Looking forward to checking out Sept 19 and never returning. Nor will I recommend this hotel to my dozen of wealthy friends who travel extensively.