Garner Hotel Rome Aurelia by IHG

The staff were really nice, the food was delicious, and we thought the three-course meal was excellent. The breakfast buffet was also very good, with accommodating servers. The problem was the receptionist. We were on a pilgrimage tour and had a two-night stay. On the first day he wanted us to leave our keycards, but when we said we'd be back and were staying another night, he started shouting, told us to go home, and said he'd call the police on us.

The restaurant, bar, and housekeeping teams were very good and a real asset. That's why I gave the hotel three stars: one for the receptionists and five for the other staff, averaged out. The hotel itself is very nice, but management felt poor, especially at the front desk, where guests get their first impression. Although my arrival was guaranteed by credit card, they charged me for the first night two weeks ahead of time, which isn't the norm. At check-in, the receptionist said I'd been upgraded because I'm a Diamond member, but the room I got was small, with no space for two suitcases. When I asked about a larger room, he said the hotel was full. After asking around, I found out from other employees that it was only half full. I later asked the receptionist who replaced him why I hadn't received the upgrade I was told I had, and he ignored me. I think staff like that do a lot of damage to the hotel and to the loyal employees who do their jobs well.

It's right in the middle of Rome, with everything close by. Termini Station is about a five-minute walk, and there's a small supermarket and a pharmacy nearby. A very respectful person at reception helped us a lot.

Our room had been refurbished and was very nice, despite some worrying reviews. The shower was strong and hot, reception was very good, and breakfast was fine, mostly continental, with scrambled eggs and bacon available. There's a hairdryer in the room but no iron, so pack carefully if you don't want to pay for ironing. There are only four hangers for two people and not many plug sockets. Tea, coffee, and water were there when we arrived, but after that we had to ask for more. The Metro is about a 10-15 minute walk along a straight, busy road, so be sure to use the crossings. From the Metro it's easy to reach Rome's main sights and Vatican City.