Monaci delle Terre Nere

Our stay at Monaci delle Terre Nere was the most disappointing part of our 10-day Sicilian holiday. As a member of the prestigious Relais & Châteaux association, we expected a luxurious experience, but it fell drastically short. Upon sending management an email with our concerns three weeks ago (see IMAGE attached) – we’ve still yet to hear from any of them. The only response we received is a scripted template from a junior customer service associate at Relais & Chateaux who didn’t address any of our points. SERVICE Subpar from the start. We arrived early, but after being told our room would be ready "momentarily," we waited over an hour with no updates, no property tour, and no access to our car or luggage. Requests for information went unanswered, and the lack of organization resulted in us missing a planned visit to Mt. Etna. We also kindly asked for the bicycles they offered, we never got them. LOCATION/PROPERTY While beautiful, there was no effort to introduce us to the history of the estate or its vineyards. The property is sprawling, yet there’s no signage, leaving guests to wander aimlessly. The “free” experiences, like the herb garden walk and chicken coup, were overhyped on their website yet a complete joke. We learned more from the Monaci website than during our stay at the estate. DINING/WINE- This was by far the worst meal we had during our 10-day tour of Sicily and did not live up to any standard of fine dining. The poorly executed pasta dishes were only made worse by our dining table covered in bugs, which the staff acknowledged, yet ignored leaving us to kill and clean up the bugs ourselves (see IMAGE attached). My partner is a wine connoisseur, and the entire reason for us staying at Monaci was to learn about the unique qualities of the region and Etna Rosso. The "sommelier" lacked basic wine knowledge, claiming the only difference between the extensive list of Etna Rosa vintages was the winemaker. She had to Google what the somm could not answer. BILLING- This a nightmare upon checking out. We were wrongly charged for complimentary water and had to argue to have the charge removed, not once, but twice. For a property charging €1,000 a night, this level of nickel-and-diming is beyond unacceptable.

From the moment we arrived until departure everything was impeccable! Our suite was comfortable, quiet and spacious. Food is delicious, great service. My favorite is breakfast in the nature, with all local organic products. We did the pasta making experience my kids enjoyed it. They went to pick fresh eggs for the pasta, the chef was very friendly she was patient with the kids. Would definitely recommend visiting this lovely property!!

Definitely pluses and minuses for this place. Our suite was spectacular. The property is appealing for its vineyards, view of Mt Etna and rolling vistas. The breakfast buffet was great with friendly staff and panoramic views. The dinner was exceptionally bad — overpriced, tasteless and minuscule portions. The staff made us feel uncomfortable. They brought the white and red wine out with a long long lag in between even when we requested it. The sommelier gave way too info in a difficult to understand accent. Other entrees were staggered so none of us were eating at the same time. If you go definitely take a cab to Zafferana and eat at one of the local choices.

What a disappointment!! I can write nothing about the hotel as I have not stayed there, however I can say that the restaurant was very far from my expectations. Beyond the food, which was good, the same cannot be said about the service, which was cheap and pizza-like!! The only certain thing is the bill which is not from a pizzeria!! To forget!