B&B Rettifilo

We left after one night because the room was so dirty and smelled awful. The old pillows and mattress were very uncomfortable, and the headboard was disgusting and peeling. The lights barely worked, and the elevator had no lights at all, which felt unsafe, especially for anyone who can’t use the stairs. The photos are extremely misleading and don’t show what you’re paying for. John Luca was uncooperative and refused to compensate us for the extra nights we’d booked but couldn’t stay because of the awful conditions. That was the most disappointing part of our trip. I’d strongly advise against booking here. They don’t seem to care about guests’ satisfaction or safety.

We booked five nights and left after just one because the property was in such poor shape. I’ve stayed at more than 20 places through Booking, and this was the worst. I wish I could give it negative stars. The first problem was safety: the elevator lights didn’t work, and my mom’s ankle was injured, so stairs were difficult for her. The manager didn’t seem to care when we told him. The hallways were dark, and the stairway lights barely worked. Then there was the room. It looked nothing like the photos, was dirty and smelled moldy. The headboard was filthy and peeling, with bits falling onto the pillows. The sheets were stained, the mattress wasn’t properly covered, and both the mattress and pillows were worn out and uncomfortable. We arrived a little after 9 pm, paid the late check-in fee and city tax, then checked out at 9 am the next morning because we couldn’t stand the room. We told the manager, John Lucca, about everything. He offered another room, but the whole property was run-down, and we were too grossed out to stay. Moving rooms also wouldn’t have fixed the broken elevator. John Lucca wouldn’t refund us. He said he’d speak to Booking, but hasn’t credited us for the four nights we didn’t use. When I messaged him, he was argumentative and unreasonable. Terrible customer service, the worst I’ve encountered. He clearly doesn’t care about satisfied guests or running a reputable place. I’d strongly suggest staying elsewhere. His reply below shows how he treats customers. Very sad and disappointing.

The owner went above and beyond when we ran into a problem, and the service was better than we expected. That’s what makes a B&B great. The rooms are nicely decorated and maintained, and the location puts places to visit, restaurants, taxis, the metro, and the train station nearby. Rooms facing the main road can be a bit noisy because of traffic. Enjoy your stay at B&B Rettifilo.

The owner was kind, but that was the only good part. Almost nothing in the room worked, including the air conditioning. When I explained, he told us to switch the meter off and on so it would run for another 15 minutes. I had to keep doing that all night to stop the room becoming an oven. The next day the problem was still there, and he suggested we carry on doing the same thing. We weren’t happy, and only then did he move us to another room. In my view, that should have happened right away. The air conditioning worked in the new room, but there was hair all over the bathroom and the cleanliness overall left a lot to be desired. I won’t recommend the place or return. Reply to the owner dated July 21: Your response makes it seem you’d rather defend yourself than take feedback on clear problems, even using harsh words like "bad people." We wanted to recognize your kindness, but after reading your reply, we take that back. You’re remembering it incorrectly: the air conditioning was faulty from the start, on Saturday. We changed rooms on Sunday, the day after reporting it. We dropped off our bags and left immediately, so we only saw how poorly it had been cleaned when we returned at 11:30 PM on Sunday, after you’d left the building. It was still a negative experience, and we won’t repeat it at your B&B. Please think about the reviews and don’t verbally attack guests or try to convince them you’re right.