The Capri Inn

I have not left a negative review of a hotel before, but our experience at the Capri Inn was extremely disappointing, especially given the price point and “boutique hotel” branding.

We stayed one night and checked out via the hotel’s text system. Not only did I not receive a bill as promised, I had to follow up myself the next day after emailing to complain. A properly run hotel would have a final bill issued the day of checkout without requiring the guest to chase it down.

We also accidentally left my husband’s jacket hanging in the closet. What followed was a frustrating and poorly managed experience that exposed major gaps in their operations. When we realized it was missing the evening we checked out, I called the front desk. The agent could not locate it and told me housekeeping does not notify the front desk or management when items are found—they are simply placed in lost and found. He checked and did not see it. No one offered to escalate the issue or have a manager contact me, as there was not a supervisor on floor that evening. A hotel not having a manager on site the Sunday evening of Easter weekend is poor planning. I was told there would not be a supervisor or manager available until noon on Monday, also poor planning.

As a result, I spent the evening believing the jacket had been stolen.

Only after I tracked down a supervisor’s email and contacted both the supervisor and General Manager, McKenzie Van Essen, did I receive a response the next morning stating the jacket had been found in lost and found. This directly contradicted what I had been told the night before.

The explanation of their policy was equally concerning. I was first told guests are not notified when items are found. Then I was told that “high-value” items might be reported—an unclear and subjective standard that raises more questions than it answers.

I was required to pay $35 to have the jacket shipped back to me, despite the hotel’s mishandling of the situation and lack of communication.

I was also told by the supervisor that a manager (Matthew) would be calling me and that a $50 credit would be issued to my card for the experience. Neither of those things happened. To date, I have not received a call, nor has the credit been applied.

Beyond the lost item issue, the room itself had multiple maintenance problems and
general signs of wear and lack of upkeep

Other frustrations included unclear parking instructions (we ended up squeezed into a tight spot against a bush) and a “view” from the balcony that overlooked another building and the parking lot—not what is suggested in the hotel’s marketing.

In total, we paid over $560 for the room plus additional shipping cost for the jacket, only to receive inconsistent service, no follow-through, and a complete lack of accountability. Between having to chase down my bill, spending an evening thinking a personal item had been stolen, and receiving no follow-through from management, this experience fell far below expectations.

This is not the level of service one expects from a boutique hotel.

We made a last minute reservation for the Capri Inn. It was a stellar experience from the moment we stepped into the inn to when we left for the airport. The welcome champagne was appreciated after a long drive from Orlando. We came to Naples to see our son play in a lacrosse game and celebrated our Anniversary. They gave us a nice bottle of wine to celebrate. The extra amenities were apart of the resort fee. We rode bikes, had a shuttle take us to the beach and provide chairs, towels & an umbrella. The continental breakfast was pleasant. The staff were friendly, helpful and very social. Lastly, the location was fantastic. We could walk to the shops & restaurants on 5th Ave. Overall a wonderful stay. We would definitely return.

Awful. No AC, had to move rooms. loud traffic noise as the Inn is on a main road. Disrespectful Management could care less.

Tudo

Breakfast was decent. Location was awesome - quite yet convenient to Fifth. Rooms good sized, clean, nice bathrooms. Pretty property seems well kept.

Everything

The king suite was fantastic. Larger than expected, incredibly comfortable, with 2 bathrooms. The building is lovely, in an upscale neighborhood, and within walking distance of some commercial.

Everything was great

Great location. Newly decorated.
Very clean. Staff was friendly. Lovely breakfast. Parking available.

Liked everything. Location, staff, cleanliness, room size, free parking.

I loved everything about the Capri Inn. The location is perfect, quiet, landscaping beautiful, close to everything. The day pass for a gym about a mile away was amazing. Muffins in the AM - perfect! I loved having a Keurig in the room, and coffee downstairs in the AM.

Everything

Location, beauty, price.

Great property and staff!