Verified
2/10 Poor
Jun 14, 2026
Can’t review the room as we could not access it! We arrived there around 6pm, note that in the booking confirmation we received we were told that the check in started at 3pm and the reception was opened from 4pm to 10pm and no mention of needed a code!!!. Arriving at the 4th floor we rang the video bell several times without any responses. We asked a lady coming down from the floor above if she was familiar with Sanctuary room check in process. She confirmed that no she was not and help us by looking online for the website of the company with the phone number ( note that no phone number was provided to us as part of our booking confirmation). My husband called the number from their website twice and both time the phone was put down without any responses. After one hour waiting and none showing up or answering the phone, following a long day which started at 2am that morning, we decided to book somewhere else before the phone battery died. When we arrived at the new accommodation, we were able to charge our phones and log on to internet for the first time since arriving in Pompei. Until 7:30 pm I did not had access to my email / messages. When I noticed that I had a message from sanctuary room. The message sent around 4:30pm asking us to contact them for the room with a different phone number that the one on their website. Too little too late we already paid for a new room. WE WANT OUR MONEY BACK
Sandrine Nadine
Sandrine Nadine, 3-night trip
