Terme di Saturnia Spa & Golf

"I visited Terme di Saturnia Spa & Golf Resort for a birthday celebration a few years ago. The property’s grounds, pools and wellness facilities are nice and the guided hike and thermal experiences earlier in my stay were lovely. I am publishing this follow-up because my original, factual review was removed without notice or explanation and I worked for months emailing Google to learn why but to this date I was given no explanation.
On the late evening in question I sat alone at the bar area by the fireplace for a drink and light snack. The bar was quiet and no staff were nearby. An unrelated white couple sat at my table without asking, they never ordered anything but soon after they started put their trash (candy wrappers) in my charcuterie plates, I removed the trash from my plates and asked them to move to another table. That is when they proceeded to behave aggressively: the couple continued to provoke me by recording me on their phones while laughing and pointing their cameras directly at me. The situation escalated into physical contact when I stood up to ask them to leave the third time and the man stood up and pushed me into the table. I threw the remainder of my drink in an attempt to stop the assault. Bar staff finally intervened and separated us, but they did not speak with me about what happened, they pulled the couple aside and spoke only in Italian, they did not offer to call the police and appeared to side with the other guests. I repeatedly requested that the police be called and asked for the couple’s room number; staff refused. They also refused to call the manager stating that he was sleeping but they would let him know in the morning. Feeling unsafe and disregarded, I packed to leave early as soon as the sun was up. The manager finally arrived while we were packing the car but offered no apology and did not address why staff had failed to protect me or call law enforcement.
As a woman of color and non Italian speaking, in a foreign country this was not only a traumatic, distressing physical assault but also a painful example of being discriminated against and not taken seriously while being discarded by staff on duty. My experience left me shaken and frustrated. I called the embassy as soon as they opened but was informed that I needed to file a local report with the police station but at that point we had already been hours away.
It is expected that a top-star property to have clear, enforced procedures for guest safety, prompt incident reporting, staff trained to de-escalate while protecting victims, and transparent follow-up when complaints arise. Terme di Saturnia Spa & Golf Resort did not offer medical assistance, refusal to call police when a guest requests it and no one took a witness statements.
They should ensure at least one staff member on duty is clearly identifiable and reachable in late-night public areas and provide clear public guidance for guests who want to file complaints and ensure timely, documented responses when complaints are made.
Reassess how guest feedback is moderated online and publish a clear process for why reviews are removed and how guests may appeal.
Why I say this review was removed unjustly
My original review described my direct, personal experience and did not include profanity, it included the public names of the manager that refused to help. Despite repeated attempts to learn why it was taken down, I received no substantive explanation. That lack of transparency undermines trust: guests rely on honest accounts to make safety decisions"

dab pro

"My group of six from the U.S. was staying nearby and had the good fortune to "Bathe under the stars" from 8:30 - 11:30pm during their special Friday evening event (seasonal). The hot springs were lovely and we enjoyed the live music from Il Bar as we were in the waters. It was not crowded, perhaps because it was late October, or maybe that is a typical Friday night - it made the experience very enjoyable. Unfortunately, a few hours before our reservation we received an email that the Sauna would be closed for the evening which was disappointing. We dined at the 1919 restaurant before bathing, which if we had to do over we would have opted for Il Bar instead. We just did not have enough time to dine and relax before the event started at 8:30 (our fault) and the food was ok - some dishes better than others."

Stephanie Woeste

"Overall, we had a fantastic stay. It was a wonderful way to celebrate my birthday. The food was pricey but delicious. They had a great spread for breakfast and we left every meal full and happy. We also had a couples massage that was wonderful. They really listened to our preferences and gave great massages (one deep tissue and one Swedish massage). 10/10 recommend coming here at least once. We hope to return!"

D luvs2travel