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.

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!

We had a wonderlful stay at the Family Affair B&B . The 2 rooms we occupied were magnificent and perfectly equipped. The staff is very caring and responsive. On my son's birthday they had prepared for him a lovely birthday cake for breakfast, this was highly appreciated. The level of details and care makes the Family Affair B&B a unique place with high quality service. Thank you to the entire team for making our stay so unique.