Upon checking out, we were presented with a bill which included a bill for breakfast, which we were verbally told was included in the booking upon checking in. My partner who was paying the bill was clearly upset and irritated because upon 'checking in' we had been informed that breakfast was included then the head of the front desk debated this when we were leaving, which exposed us feeling absolutely horrified. When we emphatically told the head of the front desk that we were verbally told 'breakfast was included', the head of the front desk conceded to debate this and provoked a feeling of dishonesty. We should never have felt subjected to this embarrassment. Further, I elaborated on detail including the time upon us checking in and even mentioned the name of the member of their staff who had looked on his computer screen upon checking us in and informed us that breakfast was included. I remember this clearly. The manner that this addition was added to the bill did not give us much confidence that in future, anything verbally agreed by staff cannot be accepted, which is a pity that one cannot trust what members of staff verbally tell their guests. The front of desk/manager even waved my booking form at me and i declared "yes, of course, we are happy to pay for everything that we booked and that is exactly what we expect" but when a member of staff informs you that breakfast is included (when i personally queried this) and told it was then made to feel dishonest, this is unacceptable. This issue reflected very badly on the hotel, especially as we are regular travellers to Naples and usually stay at the Vesuvio Hotel, but on this occasion, wanted a change, taking the opportunity of staying at The Excelsior, which was outstanding apart from having to prove our integrity. I would have thought an establishment in this designation should never deem to humiliate guests in this inappropriate manner.
The establishment went that 'extra mile' to accommodate two rooms for me and my partner in a quiet location on the top floor with sea views as a complimentary upgrade since they were available. The staff in the Terrace restaurant were all very cordial, helpful and respectful speaking perfect English. The hotel have recently provided a 'solarium' on the top floor for those that wish to take a spot of sunshine, which proved a winning facility overlooking the entire sea promenade.