Family Affair Luxury Rooms&Suites

I have stayed in Family Affairs Hotel between the dates 11.11.2024-15.11.2024. It is not a hotel with 5 stars, it is B&B with it is few rooms. Everything was ok in the beginning until they sold me a return way transfer to Agrigento. I had a tough day and I shared with the hotel and advised them to be more informative when they sell sth to their customers. They have to explain every detail just to be clear. Right after sharing my complaints to the hotel, received a cancellation email from the application from where I booked hotel. Don’t know if it is a coincidence or it is done not to leave any bad comments in their official page. I have been asking the receipt but still couldn’t get, I have been waiting for an official apology but still didn’t get it. Instead, the head of the hotel talked to me on the phone telling me that the thing what they give importance is if the clients have a nice stay. even though they sell an activity they are not responsible but have to tell that yes they are. If you sell sth to smo you are responsible for everything. Even I don’t know if I had an official transfer (the head told me they she was going to approve but still didn’t get anything) instead of hearing and understanding they talk and neither they let you to explain the situation. I had a very bad day with the transfer that they provided me. The hotel is located at the new town, it is about 20mins walking to the cathedral, to the palace etc. It is a nice decorated hotel, have nice breakfast but this is not enough. The customer service is so bad. They don’t care the guests satisfaction.

My husband and I spent three nights at this amazing B&B and would recommend it highly to anyone looking for a high standard of hospitality, comfort, and cleanliness. The rooms are beautifully decorated, and the staff make you feel welcomed from the very first moment you arrive. The breakfast offers the very freshest fruit, assorted pastries, cheeses, etc., in a cozy dining area. We would especially like to thank Emanuela for her help and recommendations, as well as Rosaria for taking excellent care of us, always with a smile.

The rooms are gorgeous, the breakfast is delicious, and the service is SUPERB. My wife and I stayed here for our honeymoon, and the service was so attentive and friendly. Specifically Emanuela at the front desk was so helpful for any and all questions and requests we had. She provided great dinner recommendations and helped us understand the bus and train system. She made our stay so comfortable! And the location was an easy walk away from any and all restaurants, markets, and sites we wanted to see. I can't imagine staying anywhere else during our stay in Palermo. I would absolutely stay here again!

While the photos look great our room was a joke. The photos supplied by the hotel are misleading. The room was so small that we had to move our luggage into the hallway just to use the bathroom. Hotel management offered nothing and spoke to me like I was a child and had never booked a hotel before. I’m a Travel Agent and pretty sure I know how to book a room. All the reviews talk about the beautiful spacious rooms here. Not sure where mine is.