Grand Hotel Santa Lucia

When we booked this trip, 9 months ago, we asked for a balcony room, even asking about smoking cigars on the balcony. We arrived this week to the front desk clerk fighting with some ladies in the desk office. After the fighting stopped he came out to help us. We were then assigned a room that looked at the center of the hotel. It was dark and very depressing. I went down to ask for a balcony, so I could enjoy cigars, drink wine and see the view. We were upgraded for 250 Euros (around CAD$400 extra for one night) Arriving at this room we found that the balcony was about 12" deep. I ended up sitting on the ground, just outside the door, crammed on the balcony. We stayed in three hotels in our 10 days in Italy, this was the only one that not only disappointed us, but greatly disappointed us.
In addition, we asked the gentleman to please order a taxi to pick us up the next morning at 6:30am, as we had to make a flight. He told us to go to our room and come back after 6:00pm/7:00pm to make the request. I'm guessing that this is because that's when the next shift came on. We stay in 4 & 5 star hotels all of the time. Requests, such as this, are simple and always handled immediately (anywhere else they would have offered to leave a note for the next shift)
My one big compliment was to the nice man who helped us with our bags and showed us to our room. He was so pleasant and smiled the whole time.

Beautiful hotel, great views of the sea, perfect location!

Not a very clean lobby, nor was the staff very helpful. We booked last minute for a one day stop in Nepoli and we thought it would be ok, considering it's a 4 star. I'd say 3 at best considering the AC barely worked, and the WiFi didn't at all. The room, however, was clean.

Staff was absolutely wonderful, breakfast was decent, but the actual room was a total letdown. For somewhere that is 4 stars, we expected a more updated room and nicer flooring (or at least a cleaned rug). The bathroom was very tight and outdated. We did not complain at all as we were on our honeymoon and didn't want to be bothered. The location of the hotel is absolutely wonderful though, so we would stay here again if we ever return to Naples. They were updating the rooftop and 5th floor while we were there, so hopefully they are updating all other rooms as well! We were disappointed that the rooftop was closed when that was a key factor for my booking there. Definitely book here, but call to see if you can get an updated room and if the rooftop is open yet!