I would like to file a formal complaint against Palazzo Durazzo Suites in Genoa, Italy.
I stayed at the hotel on December 6–8, 2025. During my stay, my car was damaged on the hotel’s property. The hotel acknowledged the incident and reported it to their insurance company.
However, more than three months have now passed and the issue is still not resolved.
Throughout this entire period, communication from the hotel and their insurance representatives has been extremely poor. Many of my emails were ignored, responses were delayed for weeks, and I was repeatedly given unclear or contradictory explanations.
Recently the hotel claimed that an expert needed to inspect my vehicle, but this is not true. No expert has ever contacted me by phone or email, and I have never been asked to arrange such an inspection before. This appears to be another attempt to delay the resolution of the claim.
I have already provided all necessary information and documentation. The hotel has photos of the damage and is fully aware of the incident.
It is unacceptable that a hotel of this category treats guests in this way and delays resolving a clearly documented damage case for such a long period of time.
I am requesting assistance in resolving this dispute and ensuring that the responsible parties complete the claim process and compensate the damage without further delay.
Thank you for your attention to this matter.
