Dear Ms Wade,
we are sorry to learn you did not enjoy your stay with us. Although we endeavour to meet all our guests' requirements to ensure they have a pleasant memorable stay with us, there are a few points regarding your complaints we would like to point out.
Regarding transfers and how to get to the islands, you will find clear explanations on our website, giving the easiest route possible to the hotel, whereby we either reccommend our affordable transfer service directly from the aiport to the hotel, or should guests prefer, a coach service which runs directly from Catania airport to Milazzo port (approx 1.5hrs) from where there are frequent hydrofoils to the islands. Should guests request a transfer service from out hotel, we do provide full assistance, however in your case you did not request a transfer, although had you had any queries regarding how to get here, we would have gladly assisted. Vulcano is part of an archipelago, the Aeolian Islands, so hydrofoils and ferries connect to all the islands - it would be economically impossible and environmentally damaging to provide individual ferries/hydrofoils to each individual island.
At the time of your stay on the island of Vulcano, there was a classic car rally on the island and some participants stayed with us at the hotel. It was also a busy period, hence the volume of people by the pool and in the spa. We regret the noise of the cars however it was an event scheduled beforehand and also not organised by Therasia Resort Sea & Spa, therefore the matter is out of our hands.
Although we do operate a code of conduct at our hotel, we do not discriminate against the nationality of our guests, plus we gladly cater for children. We also host for weddings and events and in such cases there will be music and a jovial atmosphere at the hotel.
Our hotel does not have a beach, and neither have we ever described the hotel as having one. It is a rocky private bathing area, however unfortunately during your stay due to bad weather is was not accessible.
Most of our guestrooms are soundproof, however as there is a number of rooms which are not, we have not officially including a soundproof feature in our descriptions. The same applies as to whether there is a bath or shower - some rooms include both and should guests prefer, they can make a request on booking. In your case, as the hotel was practically full, we were unable to change accommodation.
The hotel does not have a log-fire and there are no descriptions of the hotel which allude to having one. Regarding the music, we play "soft" local music, which in our case, would be Italian.
It is hotel policy to provide complimentary soft drinks and not alcoholic drinks. There is 24 hr room service and there should have been a menu, therefore this is a matter we will have to investigate. We do not have wi-fi in all the rooms and neither do we advertise as having so. However, if you take the door key off of the door you can easily charge your laptop/mobiles in the room.
The stormy weather during your stay was unfortunate, however it is entirely a matter of force majeure that we cannot be held responsible for. However, "monsoons" are unheard of in this part of the world, and although we entirely understand your fear of travelling during a storm, rest assured that hydrofoils/ferries would never have departed should the storms have posed a severe threat.
Bearing in mind the above points, we would, however, like to apologise and express our deep regret that you did not enjoy your stay with us at Therasia Resort Sea & Spa.
Please do not hesitate to contact us if you have any further queries.
Kind Regads
Pierpaolo Tiretti