Loved Naples, but not the Excelsior.
We decided to go first class and booked a sea-view room at the Excelsior in Naples. Upon check-in, (at approx 1:00 p.m.) we asked if an upgrade was available and were cheerfully informed that we already had it! How wonderful!
Well, this hotel may be five-star, but the room we were given was certainly not. We expected a beautiful room with one of those marble baths like the have on the website. What we got was a very small room (Room 415) that had not been redecorated in at least a decade. It was seriously in need of new furniture, paint and carpet. We immediately complained to the desk and requested a different room, but were informed that this was the only room available. We made it clear that we were not happy, but it didn't seem to matter to anyone at the desk. So, we were stuck.
As for the bath, it was ugly, out-of-date, and if there is any marble, it must be hidden under the mismatched '70's tile. The lone window in the room was almost impossible to open and look out of due to two sets of doors/windows and draperies that will not open wide enough to allow you to open the doors and then open the windows. I was afraid I was going to hit the door glass with the window frame and break the glass so I finally gave up.
In addition, the room was not clean. I found a clump of someone else's hair when I picked up my clothes from the bathroom floor, which was very disgusting. The Hotel cleaned the clothes in question without asking me, which was nice, but then tried to bill me for the cleaning (which I refused to pay). It did seem to be a comedy of errors which wasn't very funny.
I will admit that the mattress and linens were nice, and the breakfast buffet was more than ample, but the room was just such a huge disappointment that it canceled it all out. We will be back to Naples, but we won't ever stay at the Excelsior again. Don't ruin your trip...stay somewhere else when you're in Naples.