Cloud 9 Hotel

The hotel looks nothing like the pictures. The owner, Antonio, was just as bad as the place, which was disgustingly dirty. The walls were in shocking condition, the bathroom was awful, water leaked from the shower all over the floor, the fridge didn't work, and the curtains were broken and wouldn't close. The security doors on the floor were broken too. Staff stressed that we should shut them properly, but anyone could push them open without a key. We reported this on the first day, and nothing was fixed. We first checked into a room where the bed collapsed as soon as we put our bag on it. Reception was usually empty, but we found a helpful cleaner, who phoned the owner. Antonio agreed to move us. The second room had the same problem with the bed, which we only noticed after coming back from food. See attached pictures. We asked Booking.com for a refund so we could move to a decent hotel. After many costly calls, they said they'd spoken to Antonio, who would come by in the morning to inspect the room and decide. When we got back, the bed had been made and its legs straightened, but it was still broken. The cleaner said Antonio hadn't come, although he told Booking.com he'd visited and fixed the problems. Booking.com then treated the issue as resolved, even though it wasn't. Antonio stopped answering our calls, but told Booking.com he wouldn't refund us. Later, Antonio emailed to say the rooms were perfect when we arrived, that we'd broken the beds, and that he'd repaired them at his own expense without charging us. Someone eventually showed up at reception, and he and the cleaner agreed the bed problem wasn't our fault. The receptionist asked Antonio if we could move again, but he said no. In the end, they removed the broken bed and replaced it with another. They also told us this bed problem happens a lot. Antonio wouldn't answer the phone, texts or emails. Through the cleaner, he said we could leave whenever we wanted but wouldn't get any refund. We spent over $1500 on this slum. I really hope this saves someone else from staying at this "hotel".

The room was unacceptable when I arrived: dirty, with broken AC and wet towels, among other problems. I booked through Booking.com and paid €307.99, but didn't stay even one night and had to find another hotel straight away. I contacted Booking.com support right away. Several agents promised a full refund, but more than 10 days later I was offered only €61 in Wallet credit. Booking.com now says they can't help until the hotel responds, and the hotel has ignored them for over a week. I spent hours on the phone, got disconnected several times, and lost part of my holiday trying to sort it out. I've also filed complaints with DGCCRF (France) and the European Consumer Centre. I'm posting this in the hope that the Booking.com team and property manager will see it and help me get the full €307.99 back. The service wasn't provided, and none of this was my fault. I want to resolve it peacefully and quickly. Thank you. Upd 18 July: The manager is blackmailing me, saying he won't refund me because I posted this review. Be careful! Upd 24 September: Still nothing.

Finding the hotel was a little confusing. When we got there, the doors were locked, so we called and waited about 10-15 minutes for someone to let us in. The location was really good, and we managed to see everything we wanted. Apart from that, it was a good stay, clean and comfortable!

The location worked really well for us, about an 8-minute walk to the Vatican and 25-50 minutes on foot to Rome's main sights. The staff were super friendly, and we had a lovely stay.