Monaci Delle Terre Nere

Our stay at Monaci delle Terre Nere was the most disappointing part of our 10-day Sicilian holiday. As a member of the prestigious Relais & Châteaux association, we expected a luxurious experience, but it fell drastically short. Upon sending management an email with our concerns three weeks ago (see IMAGE attached) – we’ve still yet to hear from any of them. The only response we received is a scripted template from a junior customer service associate at Relais & Chateaux who didn’t address any of our points. SERVICE Subpar from the start. We arrived early, but after being told our room would be ready "momentarily," we waited over an hour with no updates, no property tour, and no access to our car or luggage. Requests for information went unanswered, and the lack of organization resulted in us missing a planned visit to Mt. Etna. We also kindly asked for the bicycles they offered, we never got them. LOCATION/PROPERTY While beautiful, there was no effort to introduce us to the history of the estate or its vineyards. The property is sprawling, yet there’s no signage, leaving guests to wander aimlessly. The “free” experiences, like the herb garden walk and chicken coup, were overhyped on their website yet a complete joke. We learned more from the Monaci website than during our stay at the estate. DINING/WINE- This was by far the worst meal we had during our 10-day tour of Sicily and did not live up to any standard of fine dining. The poorly executed pasta dishes were only made worse by our dining table covered in bugs, which the staff acknowledged, yet ignored leaving us to kill and clean up the bugs ourselves (see IMAGE attached). My partner is a wine connoisseur, and the entire reason for us staying at Monaci was to learn about the unique qualities of the region and Etna Rosso. The "sommelier" lacked basic wine knowledge, claiming the only difference between the extensive list of Etna Rosa vintages was the winemaker. She had to Google what the somm could not answer. BILLING- This a nightmare upon checking out. We were wrongly charged for complimentary water and had to argue to have the charge removed, not once, but twice. For a property charging €1,000 a night, this level of nickel-and-diming is beyond unacceptable.

A really beautiful place. The location and views are gorgeous, the bar is lovely and the villa we stayed in with a small pool was bliss (even better we had been upgraded). You can be driven around in golf buggies and all the staff were great. The wine (as you might expect) was fab, and we did the basic wine tasting which I would thoroughly recommend. The breakfast couldn't be faulted. The rest of the food, while lovely, was expensive - some of it seemed good value and some less so. The main let down is the temperature of the pools - the main one is bitterly cold and the private one is also pretty cold. It would be worth finding an environmentally friendly way to heat them at least warm enough to take the edge off and mean the kids could play for longer. The place is expensive to stay, and once there everything is very expensive. The wine on arrival was welcomed, but a few small touches would have made it feel better value for money. For example, replenishing the fruit or tea in the room, or adding chocolates/snacks for the kids. A free activity while there such as egg collecting could be easily introduced and would be a nice addition. We stayed 2 nights and loved it, and think October time is the perfect time to stay - sunny for sitting outside but you can also light the fire in your villa for when you come in from the pool. If you have a car, Etna is an easy day trip.

Definitely pluses and minuses for this place. Our suite was spectacular. The property is appealing for its vineyards, view of Mt Etna and rolling vistas. The breakfast buffet was great with friendly staff and panoramic views. The dinner was exceptionally bad — overpriced, tasteless and minuscule portions. The staff made us feel uncomfortable. They brought the white and red wine out with a long long lag in between even when we requested it. The sommelier gave way too info in a difficult to understand accent. Other entrees were staggered so none of us were eating at the same time. If you go definitely take a cab to Zafferana and eat at one of the local choices.

While Monaci Delle Terre Nere is beautiful and aims to be a five star resort, they didn't deserve a top score because of two egregious billing errors. At the prices they charge, they don't need to double bill for their rooms nor charge for other pre-paid services. The business office just needs to tighten their procedures and be more careful. That said, the property is beautiful, the rooms are sumptuous, the breakfasts were delicious and served on the lawn, and the staff truly aim to please...though sometimes they can become a bit too ingratiating. Keep in mind you are on the shoulder of an active volcano, so you will gather cinders on your shoes. Remove them before entering your room and you will be happier, though the housecleaning staff does a marvelous job. If you want a restaurant experience, try theirs. It's worth one meal. And the bar also has good food. Staying here is definitely a treat and, for us at least, a splurge. Would I stay again? Probably I would look for something smaller and more intimate, especially at these prices.

Staying at Monaci is like staying with friends who have impeccable taste and can cook like Michelin chefs. You are made to feel completely at home! The service is friendly and attentive. The rooms are fabulous, the food sublime and the wine is delicious. The cocktail bar is a must to visit.....every night!