I can't believe this hotel has 5 star reviews?? WORST hotel experience I've ever had!! We arrived with a family of 4 adults and a confirmation from Hotels.com for 4 adults. Theresa went to her laptop and said her booking only showed 2 adults. She brought us to our room which had only one queen size bed. My reservation confirmation showed a queen size bed and a full size pullout couch. She literally took me to a utility closet with a washer/dryer, brooms, mops, vacuum cleaners, cleaning supplies, etc. where a filthy rolled up cot was on a large shelf and said she could make that into a bed. NOT ACCEPTABLE!! My reservation also confirmed A/C and only part of the unit had A/C in it (during a major European heat-wave). We arrived at 8:00 pm after a long hot day with a train from Rome and ferries along the Amalfi Coast. The building was sketchy, lobby & staircase had NO lighting, we had to use the flashlights on our cell phones to see up the stairwell, elevator wasn't working and unit was on the 3rd floor. Theresa spoke broken English and was rude and frustrated when we told her we wouldn't be staying. She refused to refund us our hotel expenses even though the error was clearly on their part. Since I had 4 adults confirmed "in writing," she should've been apologetic for the inconvenience and offered us a refund - the room didn't match our confirmation and she didn't have any other rooms available. Very poor customer service and an insult to Italian hospitality!!