2/10 Poor
18 January 2025
Terrible costumer service
Hey everyone,
I want to start off by saying that I don’t normally or better said never give bad reviews. I am just beyond disbelief the treatment and hospitality my family and I received on this trip to Rome Italy. Costumer service was terrible even before our stay/arrival but I had hope the reviews on yelp wouldn’t be true. I was wrong. We were greeted by an older male black hair and glasses he was quick to be upset about having 3 reservations. See I had seen a couple weeks before our trip the rule of having only 2 people in a superior room. At the time it was myself my mother and my 3 year old niece traveling I had called before hand mind you they were hard to get ahold of plus the language barrier. My sister in law decided to join our trip last minute which is when I called to upgrade our room. We couldn’t upgrade it was not something they did. They gave me an option to do superior room and one single bed room. Which I did. Boarding my flight that same day I saw there was a triple room available good for 3 people. I tried to call no answer. I arrived to the hotel and I let him know my situation on what happened he at this point told me I’d have to pay for all 3 rooms reservations because it was too later to cancel. I tried to explain I didn’t mind upgrading to the triple room they refused to let me upgrade after checking in and just consenting to taking the triple room on our way to dinner I’m asked that I cannot have 4 people in our triple room mind you my niece is 3.
Ashley
Ashley, 4-night family trip
Verified Hotels.com guest review