Own Grand Palermo Soho

Nothing!

We were robbed at gunpoint right next to the hotel and the hotel staff treated us absolutely terrible. They weren't compassionate or empathetic. They didn't offer any apologies as the attack happened right by their hotel. They acted as if they were annoyed that were afraid and wanted to leave their hotel early. This was the worse thing to happen to my sister and I and the horrible customer service on top of everything made the experience even more traumatic!!

The so-called 'Junior Room with Balcony' does not have a balcony but a ledge holding the air con unit which has a dingy outlook over derelict buildings (no chairs or table). When we complained they blamed the marketing of Booking.Com! Having asked for a proper balcony the hotel said it would cost around $100 to upgrade for 3 nights. Hadn't we seen the pictures and looked at the measurements they said. The manager was inflexible and unhelpful. we downgraded to a non balcony room and were refunded a mere $11 ( less than $4 a night).