Hemeras Boutique House Aparthotel Montenapoleone

We arrived and our apartment hadn’t even been cleaned even though we had previously told the company via WhatsApp what our arrival time would be. We sat in the apartment exhausted just wanting a shower while the cleaner cleaned it - I felt like I wanted to help her!! It was cleaned to an ok standard but there were crumbs still left on the floor by the sofa, quite big crumbs at that. All was ok but on our second night we couldn’t get into the apartment !! The electronic key had stopped working. A cleaner and a ‘colleague’ that Hemeras sent couldn’t get the door open. No one could tell us what was happening and we waited there for 2 hours !! And I wasn’t getting a reply from the company. At this point we were getting stressed so tried to find the Hemeras office on google maps which looked like it was open to the public in pictures. Upon arriving no one was in the office??? When we got back a man from Italianway (the company we booked it through - I imagine it’s an Italian Airbnb type thing) had fixed our door. When telling the company how disappointed and dissatisfied we were we just got completely ignored. So, it is a beautiful beautiful apartment… but the hospitality just does not match. Stressful experience and quite a lot of our time was wasted because of the company.

Terrible uncommunicative staff Apartment not as described No wifi, no tvs, no curtains You have to wait outside on the pavement for over half an hour for someone to let you in. If you want you stay ruined this is the place for you.

I’m going to make this review simple and 100% factual. We were ROBBED BADLY at this property, and have been fighting it since. We stayed in the “Tigre Suite”. There are not enough words to explain my immense frustration with this hotel and hotel chain. Going off the reviews from others, we are not the only ones this has happened to. We had over $7000 worth of items stolen, with someone who had a passcode to the access the code-only (no key) door keypads. There was also no forced entry. Also, this hotel doesn’t use security cameras or have any sort of on-site office or management. Items included a brand new Louis Vuitton purse, multiple electronics, high end clothing and personal items, and cash. Our room was trashed, items thrown everywhere. I will post photos of it. The hotel management promised us that the hotel would reimburse us via their insurance company (Italian law) and do an investigation days after it happened. I was also demanded to remove my social media stories on what happened, and was promised to pay us back and make us whole again multiple times. We were also shown an app by the hotel management that had the code log used to access the doors of each room, so we know they have that. Hemera’s staff demanded me to not post any reviews of our stay. I am sharing my factual experience in hopes of helping others. I have everything in writing / email chains. I have screen shots of all the conversations on What’sAPP and Instagram of them promising refunds/investigations and help, all of which was ignored shortly after we left Italy. This was the most disturbing situation of our lives. 2 years later, and still NOTHING. No followup on the investigation by their management, no insurance policy to help. Feel free to message me if you have any questions, or had a similar experience.