Bergamo Inn 21

We had a really good stay in this stylish, modern place in central Bergamo, and the location was very convenient. We had a small but lovely top-floor room with a balcony that must be especially nice in spring, summer, or autumn. We could hear other guests, though ours seemed considerate. There weren't any batteries in the TV remote, but that didn't bother us, though it should be mentioned. There was no staff on site, but a chat function was available if needed. The hotel staff also called to check we understood how to arrive, and the self check-in with no keys worked fine for us. I don't understand some of the negative reviews. I'd come back to Bergamo and stay here again.

The room was nice and the location was good, but support was basically unavailable after a certain hour. I arrived late before a morning flight and got no reply on WhatsApp or Booking after 11 p.m. They sent a lot of information I didn't need, but left out the Wi-Fi password, so I couldn't get online. There were no slippers either, which made walking around unpleasant.

The hotel itself was nice, but the service made the stay incredibly frustrating. I had booked three rooms, yet the self check-in details they sent only covered one. It took 40 minutes on the phone on arrival day to get the information for all three. Apparently nobody handles email or Booking.com messages after 5 p.m. or on weekends. On our third night, the heat stopped working throughout the building. With no one on site, we went through the phone process again and followed up several times before someone came. They fixed it, but an hour later the air conditioning and hot water failed too. It was already 11 p.m., and we couldn't face another hour on the phone, so we went to bed in a cold room after a cold shower. With below-freezing temperatures outside, it was a freezing night. I called again the next morning, and eventually they fixed the problem, but nobody proactively updated us, checked in, or apologized. On our last day, they called asking us not to leave a negative review because we'd be compensated. We never heard from them again and received nothing. The service was very poor. Do yourself a favor and book somewhere else.

The room was good, and I would have gladly gone back, but I woke up covered in bed bug bites on my arms, face, and torso. It's been almost a week since I stayed there, and I'm still trying to get rid of them. Such a shame.