Hilton Sorrento Palace

With the exception of our room, overall the hotel and its facilities including the breakfast and pool service were exceptional.

The main issues were that our room was in the non-renovated or updated section of the hotel. When discussed with the front office staff, they lacked empathy. Also, the Russo Travel agency at the Hotel was not responsive to our needs. They initially reached out and we had reserved a private car from the Naples airport to the hotel. However, 3 weeks prior to our arrival I had made multiple inquiries about tours and other domestic transportation and accommodation within Italy, but they never replied back. When we got to the hotel and attempted to follow up on the emails, the lineups were far too long, so we booked with a different agency within the town.

The Hotel had a rating of 8,6 when we stayed there and I had read some negative comments, however the hotel pleasantly surprised us. The pool area was fabulous. The personnel was friendly and accommodating (except for Hans from the front desk, who was rude and not helpful). The location of the hotel is on a hill (like everything in Sorrento :)), so no matter where you walk to, you are going to hike up hill at the end. The beds were very comfortable and the views were amazing from the balcony. We stayed on the 7th floor where they have a whole day buffet of drinks and snacks. We thought that was just lovely and my 'always hungry' 19 year old found this a life saver. There is also a private infinity pool and sunning area.

Check out is early: 11 am. We couldn't check in into our next property until 6 pm and we thought we would check out, leave our luggage at the front desk and just hang out at the pool and have lunch and leave between 3-4 pm. For us this pretty standard for resorts, however, Hans at the front desk said that they would have to check if that was possible. (!) That it might make the pool area to busy!? This didn't feel at all guest friendly. Especially for the money we had paid and the fact that we checked in late of arrival date. It was just an odd and rude conversation. The location was okay but not great if you are not fit. I had recently broken my foot and found the location of the pools and rooms far apart. This probably isn't the best property for people that are physically impaired.

The hotel is located for a short walk from the centre in the middle of a large garden. It is up on the hill and offers a magnificent view to the Bay of Naples and the Vesuv. Due to its location it’s quiet and relaxing. The breakfast is generous. The choice is somehow limited due to the COVID measures as the buffet is not self-service.

The room of our children was not tidy. The bathroom was not cleaned up properly. They didn’t hover or changed the towels.

big room very nice view

At the payment stage they demanded from me about seven hundred euros above the agreed price. The administrative director behaved rudely and did not want to hear where he was wrong. I explained I talked to Booking customer service and they confirmed the price to me and for that the manager said that it is not possible to talk to Booking. Only the mill I got from booking proved him wrong so I finally paid exactly as I agreed with booking.

Very family friendly and our son loved the pool and kids club. Thank you, Monica! We loved the bbq restaurant and had amazing service there. The Japanese restaurant was also great but very expensive. Views are incredible over the bay. Staff are very nice and attentive. Rooms are clean and spacious in the renovated sections of the hotel. Location is excellent - just a 5-10 minute stroll down the hill into Sorrento where there a lots of lovely restaurants.

We had to move rooms initially as our first room (room 36) was so noisy next to main generators to supply air con units. Our room was vibrating at one point! We got moved to a room further down the corridor which we were happy with after moving us to a temporary room for our first night! Did not like the shower over the bath. Very dated and bits kept falling off! Didn’t really like the food at Sorrento 1 restaurant although the views and atmosphere were lovely. Breakfast buffet was very well stocked and we enjoyed the variety of food there. Nice selection for kids. Coffee not good though.

Amenities, staff and location wonderful.

Concierge was not helpful coordinating transfer to ferry. We were told to come down at check out and wait for taxi. We were a large group so would have appreciated a reservation for the transfer to be handled as we have experienced at other hotels. Additionally, there are no hotel transfers into town which is not a short walk. We were able to walk into town. However, others may not be able to do so for various reasons. They also advertise yoga. When we inquired, we were told there was no yoga. Odd since the advertising is in the lobby and rooms.

Modern and spacious hotel, big room. View from terrace is outstanding. Unfortunately outdoor pool was closed, however the indoor pool was great. Breakfast in a big and bright room with huge windows facing the bay and Vesuvius is amazing.

The hotel communicated indoor pool opening hours from 11-17.30 which did not fit our schedule at all. We mentioned this to the friendly staff and they opened the pool from 10-19.00, which was great!

location was perfect. amenities very good. clean. well maintained. great view.

they asked me to pay 6 euro to bring 3 wine glasses to my room or just get them myself. thought that was poor taste. when dealing with concierge staff to book a day trip not much effort was given. however the bartender Flora is the one that came through re the day trip on a boat to Capri. Flora is exactly the type of person you want to deal with at a property of this calibre. she rocks. also, Mauritzio the doorman and vallet was an absolute gem. always pleasant, smiling and offering recommendations. the check in staff could use a little training in hospitality- none of them smile or say hello and how are you.

Beautiful pool and view! Breakfast was there were always a lot of options and they rotated it every day. Besides the entrance being up on a hill it was a convenient walk to the downtown area and bus stop. It was a little lengthy walk to the port/beaches but the walk down there I think would be difficult from anywhere. Resturants were a bit expensive so it's better to eat in the main street area, but the bar by the pool.made great drinks.

The beds were comfy but the pillows were very flat with no support. We could have benefited from a more firm or third pillow But overall a great hotel with good food and service!

clean. excellent friendly staff

trip to Capri overpriced . small packed bus to port . dropped off at nth side of island - poor entrance / unsafe approach