In this situation, if I got an apology and refund, I would be satisfied. After all, renovations happen. To expect the multiple reviews at TA to include and be based on the renovation is unrealistic.
How was the room? ((*))

I read Tripadvisor reviews and they've always been pretty fair and given me good ideas of what to expect. I pay zero attention to whether Tripadvisor ranks a place as 1 or whatever in a city, who cares about that? For anyone who does care about that, they have only themselves to blame if they are placing weight upon Tripadvisor's ranking which is not even explained what it means. I've never encountered a review that I thought was suspicious or an ad, not that I'm doubting that could happen, but I don't think it's that pervasive.

The original complaint somehow expects Tripadvisor reviewers to make their reviews about renovations during a period when they weren't there. That doesn't even make sense that someone would expect that. Refunding all the money when someone has actually stayed there is amazing to me, I think few hotels would do that. They might give you a discount or some perk, but to refund the entire stay?

None of the other complaints sound so horrific to me -- a door being closed earlier than posted (which I agree, shouldn't happen) but you were given a key, and a receptionist wearing a face mask due to dust in the area and no one at the phone all the time. I agree if one was calling during normal hours, you should expect someone to answer, so I will say an expensive hotel should do that. I've stayed in hotels during renovation, and it's not usually pleasant in certain areas of the hotel and there can be dust.

OO, surely you know by now that Naples "breaks the mold" on a lot of things! :D

I've been posting on Tripadvisor about Naples restaurants however, and the posts there are often a joke. When someone gives detailed raves about one specific place saying "we've eaten an almost every restaurant in Naples" you want to say "what job do you have at that restaurant and why have you never posted anything about the other couple hundred restaurants you've eaten at?" It's no secret that several restaurants have requested their staff to make up names and submit raves as well as rants about the competition. And it seems that whenever someone posts something negative about a place, within a few days there will be a "brand new" poster posting the exact opposite views of those same points.

To answer a question posed, the room was fine. It was not particularly large and the public areas were very tight. That didn't bother me since I had read a description in a travel book which accurately depicted the size of the hotel.

bfsr9, then let me ask you -- just to be clear. There was nothing really wrong with the hotel other than the myriad number of problems due to the remodeling? If so, then what is your issue with the reviews online that had nothing to do with stays during remodeling?