I have never written a negative review before, but I was repeatedly disappointed here.
One reason I chose it was because of the breakfast buffet. Because we had early tours the first two days, I asked for breakfast to go. The first day there was nothing, and no one to ask. The second day the to-go breakfast consisted of packaged cookies and juice.
At check in, I was told the code for the gate would be sent to me via WhatsApp. It was not. When we arrived after our tour, we could not get in. No one answered the phone or buzzer, and we did not receive an immediate reply to my WhatsApp message.
We booked a family room and listed our party as three adults and one child, age 16. The room had a double bed and a bunk bed. The first night, there was no rail and no ladder for the top bunk, so we moved the mattress to the floor. A ladder and rail were provided in time for the second night, but we were concerned that the bed wasn't sturdy enough so we kept the mattress on the floor.
Finally, I had originally booked four nights, but realized two weeks before check in that Sorrento was really far from the Rome airport. I messaged the property to see whether I could change to three nights. I did not receive a reply. The day of check in, I asked on WhatsApp and was told I would have to ask Expedia. Expedia said it was OK with them if the proprietor agreed. He said no and I was not refunded. I understand it was outside the policy, but if you're not going to make an exception, own it.