Stonemasons Heritage

"The reviews on here mostly reflect my own experience - horrible experience of being outside a dark building with locked doors at night with apparently no way of gaining entrance. Not the best for a grandmother, alone in a strange town in a strange country. Someone from the hotel next door helped me. 20 minutes later a man arrived to let me in. Two other ladies (I think they have reviewed the hotel as well as I) No housekeeping at all. TV not working. Could not reach outside window shutter to allow natural light in, due to internal window not opening far enough. Any request for service ignored. Phone not answered - notes left on the deserted Reception area ignored. I thought I had booked and paid for a 4-star hotel. It is not. It is an AirB&B, as I found out from other guests I passed on the stairs. I have stayed in many 4-star hotels across the world and never had to make my own bed! Loveholidays describe it as a "hotel". Nowhere in the booking process was it called an AirB&B, which it is - as I found out from other guests I passed on the dozens of stairs!"

"My friend and I stayed at Stonemasons Heritage for 9 nights in 2 rooms. We booked through Hays Travel and travelled on an EasyJet holiday and thought we were staying in a 4 star hotel as that was the holiday we were sold. This is not a four star hotel and should not be marketed as such. It’s an Airbnb. The rooms were not cleaned for 9 nights nor the bedding changed and my towels were changed once on request but my friends request was ignored. The locks on the doors were difficult to operate and even the cleaner struggled. My friends room had no natural light which we were not advised about. 2 days in the glass in my shower shattered cutting my hand, leaving me very shaken. I requested that the glass be cleaned up so I could reach the toilet and hand basin but was told no one could attend that night and it would be cleaned in the morning. I used an empty pizza box to clear some of the glass away so I could use some of the facilities. The missing glass panel meant that I couldn’t have a proper shower for the rest of my stay and so I had to use my friends shower which was inconvenient and not what you’d expect from a hotel. Nobody checked the shower or indeed my cut hand. The location is great but everything else was poor. No service at all."

"Excellent location for the old town and riva. Just far out enough to not be noisy outside at night. Very clean room and modern bathroom. Only a few problems. There were lots of stairs as we were on the top floor which were quite precarious when carrying luggage. Being on the top floor, our roof was very slanted and we hit our heads when getting out of bed if not careful. This was all acceptable given the pricing and location. However, we were disappointed with the cleaning. As we stayed for 7 nights, we requested a room cleaning daily for new towels/bin change. The cleaner did not have a key for the room meaning our room couldn’t be cleaned at all as we were always out exploring. This was disappointing as we had to reuse towels and our bin was overflowing the entire stay. There wasn’t an active reception unlike the advertisement so getting hold of the host was tricky."