Dear Elena, we just saw your review and we are really sorry to hear that, and this need to be clarified also by our side. First thing first, as you booked trough Expedia or Expedia partners we were not able to reach you by phone to organize the check-in, that’s why we have sent you an e-mail with the number of our responsabile for check-in to contact, although we didn’t receive any response by your side. You also told you waited for check-in and you was not able to found no-one in the structure (is clarify in our website and booking portals that we don’t have reception and clients have to be in contact with the host) as our responsible was downstairs in the meantime time of your arrival, waiting time was less then 5 minutes. You also told our staff is rude and that’s no fair as we took care of your necessities. You were not asked to leave, you were asked to check out, there were 11:30am, our check-out time is 11:00am and in any case you left the room at 12:30pm, leaving one of the room cup broken. We didn’t charge you both for late check-out and damage to the property. Again we are sorry you had a bad experience but please there is no point at all to write down some false statements regarding your stay and the professionalism of our staff for misunderstandings mostly by your side. Again we are sorry, next time I can suggest you to book an Hotel with full concierge service. Best regards Sersale Suites

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Hello Sue,thank you for sharing your opinion.We never received your request of change the date and if you really did it more than one month before your arrival we would have accepted it with no problems.You told us the day of your check-in and the reservation was not refundable anymore (our free cancellation period expires 30 days before)Since we rejected the request you immediately started to search for any problem. Our coworker showed you how to switch on the light in the common area of the building. It was required to press a button. You complained because there were no automatic light... howere we don't think that press a button is so difficult. The building is a condominium and we can't do these modificiations without approval from other neighbours.The tourist tax follow the reservation. If you book for 4 nights the authorities pretend for us the tax for 4 nights.The pics have been taken in the property and show all our rooms and breakfast area as it really is.Also the view from the room is showed correctly in the pictures. The b&b doesn't have a 24hours reception or front desk (as it is reported in the listing) so it's normal that there is no one in the property at night. My coworker only suggested you to take care of the keys at night because it would have been a problem to access without it. I don't think it's a big deal.I also want to clarify that Sersale Suites in not an hotel but a B&B and it is advertised as B&B.

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Good afternoon Wilson,thank you for providing us with your feedback. We are sorry that your stay didn't satisfy your expectations. However we want to clarify some points:First of all, our property is a B&B that doesn't have a luggage storage facility. This is also reported in the listing. When you booked our accommodation you accepted our rules and our check-in time starts since 2pm. However we are always happy to anticipate check-in time whenever is possible. Many guests can confirm that.The picture of the terrace that you mentioned is of another room. You choose our cheaper room that is smaller than the others that have different prices.You complained with us about the single sofa bed and the owner immediately went to buy a topper mattress to provide you with the most comfortable night possible.In every accommodation (hotels, B&B, apartments and so on) it's absolutely forbidden to access the room for external people. Your friends came not only to help for luggages but they stayed inside the room until you went out to explore the area.As regards the building, we are sorry but it's a condominium shared with other families who lives there so it's cleaned often.Kind regards,Francesco

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Thank you so much Tiffany. We are happy you enjoyed it

Thank you so much for your nice words. It has been a pleasure to host you

Thank you so much for your feedbackHowever we would have been happy to know what didn't satisfy you to improve our services.We always want to offer the best service possible to our guests

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Hello Bahati,thank you so much for your feedbackAs you know, we are not an hotel but a small B&B. We don't offer a change of linen everyday but we have been happy to make an exception for you providing extra towels.

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