My Italian Stays - Hefty Price Tags For Disappointing Products
- Sue Marko
- Jun 9
- 4 min read
Visiting Italy is always going to be something that I will love to do. The food, the history, the art - it was all magical and exceeded expectations. But when it came to where we stayed, I quickly realized things had really gone downhill since my last visit in 2003. The rental units were overpriced (as they were before), but this time the amenities left much more to be desired, and the hosts seemed quite uninterested when problems popped up. It took me right back to my days running a B&B, where I was constantly anxious about every detail to make sure my guests had the best experience possible.
What I Expected vs. What I Got
We were expecting clean and charming apartments, clean linens, and hosts who cared about their guests because that's what they advertised on the sites we booked through. Instead, I found myself in one place that was just OK and another that fell shockingly short of anything they claimed to be. The prices were sky-high because they were in Rome and Venice, but the quality didn’t even come close to acceptable. Even the photos had been altered to make the space look much bigger, cleaner and user-friendly than it was.
For example, one rental promised “a coffee machine” but had a tiny, single-dose espresso moka pot instead. To make the morning routine even more irritating, the lights in the kitchen didn't work so it really made that space a bit useless for most of the hours of the day. When I reached out to the host, she said she'd have a repairman in that day - he didn't show up. We repeated the communication every day that we were there, she kept saying he was coming and he never did. Another place told us that the water was not recommended to drink so they provided one bottle of water and told us we would have to buy our own after that. Can you imagine not alerting your guests to the fact that they should not drink the water and then not providing drinkable water for them? That same place had a dresser and I threw a few things on top of it that I didn't need and wanted them out of the way, and when I brought them down for packing they came with a pile of dust-bunnies that resembled a grubby blizzard.
Running a B&B Taught Me the Value of Details
When I owned a B&B, I was obsessed with the little things. Crisp, clean linens & towels, high-quality bathroom products, and a breakfast that made guests feel special. I knew that every detail mattered because I wanted my guests to feel at home and also to feel like they were getting their money’s worth.
I always checked in with guests to ensure that they weren't allergic to the type of bedding and pillows I provided and would swap them out if there was any concern. Throughout their stay I would ask if they needed anything, whether it be extra towels, help with WIFI connection or recommendations for a place to have dinner. That kind of care takes time and effort, but it’s what makes hospitality rewarding; the reward being a good review and possibly a nice tip!
Why Some Hosts Miss the Mark
From my experience, some hosts treat their rentals like a puppy mill. They focus on selling the goods but don’t think much about the end product. This can only lead to disappointment down the road.
In Italy, I noticed many hosts were juggling multiple properties or managing rentals remotely. This might explain why they didn’t respond quickly or fix issues promptly, or at all. It felt like the problems we experienced were not new, probably many before us experienced the same thing with no correction either. It seems like the hosts don't feel the need to please someone who's only there for a couple of nights, especially if there is never any personal contact. It's a good reminder that hospitality is more than just a business—it’s about people.
What Aspiring B&B Owners Can Learn
If you’re thinking about opening a B&B or working in hospitality, my Italian trip is a good lesson. Guests notice when you care, and they remember when you don’t. It’s not just about the price or the location—it’s about the experience you create.
The last tool in your shed is the REVIEW. Never hesitate to leave a review that reflects an honest accounting of your experience, and perhaps it will be appreciated by the readers who are considering the same location. I am a big fan of reviews and always have been; it's such an important and powerful way to send a message. But remember to leave the well-earned good reviews too!
Here are some tips I’d share:
Be responsive. Answer guest questions and fix problems quickly.
Focus on comfort. Small touches like good bedding and clean spaces matter.
Communicate clearly. Make sure guests know what to expect before they arrive.
Use technology. Tools like Guesty and Hostfully can help you stay organized and connected, and if you're a guest, leave a review.
The Gifts of Good Hospitality
Despite the challenges I saw in Italy, my passion for all aspects of the hospitality industry hasn’t faded. Running a B&B was a wild ride, full of funny and cringy moments, but it could also be deeply rewarding. Making someone’s trip special is a gift both to your guests and to you also; you'll see it in your reviews and in your return customers.
My trip reminded me why I put so much care into my own guests. It’s about more than just a place to sleep—it’s about feeling welcome and valued. That’s something every host should aim for, no matter where they are in the world.
As ever, I'm grateful that you took the time to stop in and enjoy my blog. I would love to hear your comments and hope to see you back here again soon.
s.
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