Hotel San Michele

I’m incredibly disappointed with my stay at Hotel San Michele in Capri. It began with a promised complimentary transfer from the port to the hotel—but I was left waiting over 45 minutes, without explanation, as they delayed departure for other guests. I was exhausted, desperate to use the bathroom, and stuck waiting at the port with my luggage. Upon arrival, I was shocked by the poor condition of the hotel. It looks absolutely nothing like the photos. The check-in experience was unwelcoming—staff were rude, offered no information about local amenities, breakfast times, or hotel facilities. I was placed in a ground floor room next to the cleaning cupboard, with curtains that didn’t fully close and balcony access right next door, which raised serious safety concerns as a solo female traveler. The room was filthy. I found black hairs across the bed, bathroom, and floor. Ants were crawling across the room. Worst of all, there was extensive mould throughout the bedroom and bathroom—clearly painted over in places but still visible on closer inspection. I suffer from severe asthma, and by evening I was struggling to breathe. I had to use my inhaler repeatedly during the night and feared for my health. I was also woken abruptly at 7am on Sunday by cleaners shouting and laughing right outside my room. When I asked them to be quiet, they ignored me. For £200 a night, this level of service and cleanliness is completely unacceptable. When I raised my concerns with the manager, Atilla, she was abrupt and dismissive. I showed her the extensive photo and video evidence I had taken, and she eventually consulted with another staff member (likely the General Manager or Owner). I was offered a complimentary night, which was not an option due to my health concerns. Atilla then verbally agreed to issue a full refund via Booking.com and explained the process. That was over two weeks ago. Despite repeated follow-ups from both myself and Booking.com, the hotel has not honoured the refund. I’m disgusted by the state of this hotel and its lack of accountability. Why promise a refund and then ignore all communication? DO NOT STAY HERE. It is dirty, unsafe, and run by some of the rudest staff I’ve ever encountered. It is absolutely not worth £200 a night. To make matters worse, after returning home I developed a severe chest infection, and I have medical documentation to prove this. I believe it was caused by the black mould and poor air quality in the room.