Dimora Frattina

Two weeks ago, we stayed at this hotel and found an unexplained extra charge on my credit card. I called and emailed several times, but nobody got back to me. I expected a clear explanation or a refund, and got neither. The lack of transparency was really disappointing and unprofessional. I wouldn't recommend staying here until their billing and customer service improve.

The location is extremely convenient. With about a kilometer of walking in any direction, there are lots of sights to see, including the Colosseum. Finding the front desk was confusing for me, since I don't know how hospitality businesses in Italy usually work. I was dropped at a large, solid wood double door with no obvious sign. Later I realized the engraved plate second from the bottom was a clue. The desk was on the second floor, which I understand is common. Check-in itself went smoothly, and I had been told ahead of time about the tax. A staff member then took me back outside and through a similar door in the adjacent building, where the rooms are. I got three keys, for the building, the fourth floor, and my room. I booked a Standard Double and expected something like the playful colors and mix of patterns and textures shown on the website. The room I got looked shockingly different. It did have a double bed, but it was raised to countertop height, with storage underneath, and packed wall to wall after four large steps. I'd have chosen differently if I'd known. I need a side table for my CPAP device, and there was no nearby surface, so I had to figure out how to make it work. The color wasn't my concern. There weren't hooks on the walls or doors either. There is a partial closet with coat hangers under the bed that pull out, where I eventually put my bags, but the only place to hang a jacket or hat quickly was the towel hooks by the shower. While lounging on the bed, I also wished there were a tray for cups and bottles. The only other surface was the remaining ledge where the mattress sits.

The room was spacious, but it wasn't clean. There was dust everywhere, and the kitchen was dirty, with no dish soap and very few supplies. We didn't have hand or paper towels, and there weren't enough plates, glasses, or silverware. The room had two beds, but the sofa bed was uncomfortable. Water from a leak in the downstairs hall was ankle deep on most days, so we had to haul our luggage through it. It was a struggle getting to the room with our bags. There's a tiny elevator, but first you have to manage two sets of stairs and a landing. We also couldn't reach the front desk easily. The phone kept ringing without an answer, and when we needed to store our luggage before check-in, we eventually found someone cleaning who helped us. The location was the one good thing. This is an older building that needs work, and the rooms need a serious cleaning. It isn't the luxury hotel they claim it is. Someone should answer the phone, even when they're away from the property.

The room was a good size and very centrally located, close to scalinata. But the stay felt basic despite the supposed luxury suites. The toilet seat had yellowed with age and had spots, so we cleaned it ourselves. The room was dusty, and there was no shampoo in the bathroom. It hadn't been replenished by the time we texted them. There was no sound insulation either, so we could hear everything from down the street. Our Booking reservation was canceled, which meant we couldn't leave a rating for the stay. From other reviews, it seems that may have been why.