Hotel Terme Orvieto in Abano Terme

A disappointing and terrible experience for my boyfriend's 30th birthday. We stayed for one night. On the first day, I have to say the pool attendant and barman Carlo were fantastic and understood customer service (02/11/24). On the first night, the drain for the shower was blocked. During the night, I woke up at 2am because there was a loud sound coming from the radiator, in the bathroom. I switched it off so we could sleep. The day of my boyfriend's birthday was quite shocking for a 4-star hotel. We picked up a cake from a local bakery. We asked the receptionist, Elena, if we could store it in the fridge until friends arrived. She said yes, but as she walked away, she rolled her eyes to heaven. She asked if we would be having lunch in the restaurant, and we said yes and made a reservation with her for five people. When we entered the pool area, I politely asked the pool attendant for some towels. He didn't return after 20 minutes so I made my way to the reception desk when I met Elena on the way. She said she would bring me some towels. 20 minutes later still no towels. I went to reception. Elena must have gone to lunch because a different receptionist told me because we had checked out, a fee of €5 per towel would need to be paid. I paid for the towels. One had a cigarette burn on it. At 13:30, we all made our way to the restaurant for lunch. The staff didn't know we had a table booked. We were given a table beside the entrance to the restaurant. There were lots of tables available beside the windows looking out onto greenery. The table wasn't set so the waitress was placing cutlery down on the table as we sat down. We weren't offered a menu but told what was left in the kitchen. Shortly after, a baby from the table beside us started to cry. No bread was brought to the table. I ordered a tomato pasta dish. It was room temperature. After, I ordered chicken. It was cold and was served with a slice of dehydrated lemon, a piece of salad and a carrot in the shape of a flower. The cauliflower was over-salted. Nothing was fresh. I tried my boyfriend's risotto, and it was flavourless and not hot. I feel like the food was microwaved. It was difficult to find staff to order more water. A 4-star hotel should provide a fine dining experience. I've had a better experience in a petrol station. However, the dessert was enjoyable. I ate caramel ice cream with slices of pineapple. For €150, it wasn't worth it. For the aperitif, we were given a table outside. The temperature was 14°C. On the table, we had our cake, one bottle of prosecco, two small bowls of chips and a small bowl of nuts. However, the waiter brought two bottles of prosecco. He pointed out in front of everyone we didn't pay for the second bottle. We didn't order a second bottle and we sent him back to the bar with the non-requested bottle. We had plastic seats without seat cushions. We went back to the pool. While we were in the pool, the waiter came over with a card machine and asked