Grand Master Suites

There was no breakfast, concierge, daily housekeeping, or second bedroom, despite the listed amenities. We paid $2000 expecting a luxury suite and found a run-down loft apartment instead. The photos were misleading, the balcony looked onto buildings, and the walls weren't soundproof, so we could hear the street day and night. There was no concierge desk, although the listing mentioned wheelchair access at one. The supposed second bedroom was just two small beds beside the kitchen, with no separation. We said we'd arrive between 2pm and 3:30pm and got there at 2:30pm. A young housekeeping worker arrived at the same time and started cleaning. He didn't finish until 4pm, so we waited rather than leave our belongings with a stranger. He also used the bathroom when we arrived, and it smelled afterward. The blankets had vomit stains. We had to take an Uber from the train station, but the driver couldn't find the place. We went to the Grand Master Inn, the actual luxury hotel, and they hadn't heard of “Grand Master Suites.” We had to call to find out where the suites were because nobody knew. When I raised these issues, they blamed me and then apologized, but wouldn't take responsibility. At first I thought we'd overlook the misleading details, but then they wanted to charge us for an airport shuttle. I wasn't willing to spend more with them. They didn't offer a free ride or customer service to address how disappointed and misled we felt. The owners don't seem to care. I'm very displeased and will never book here again. In America, when we spend $2000, we expect what we paid for and some accountability and good service from the owners. This was unacceptable. Change the photos and amenities so they're accurate.

Alessandra at guest services was excellent and dealt with any concerns right away. She also arranged transportation to the ship port, about 1.5 away, and the airport, a 45-minute trip. We stayed for two separate nights between our 10-day NCL Mediterranean cruise from Rome, after booking on the recommendation of my travel agent, Donna at Expedia Cruises NYC. The rooms were clean, and the location was especially good. I'd happily recommend it to family and friends.

The historic location made it easy to walk everywhere, and the room itself was decent. The bathroom was old but not bad, and I didn't see any bugs like other reviewers mentioned. Our key card stopped working, and so did the online key on my phone. Nobody answered when we called or replied to our texts. The concierge had left at 6pm, and by 10pm we had no idea what to do, so we checked into another hotel.

The good location and friendly staff couldn't make up for the state of the room. A strong fragrance hit me as soon as we entered, and unfortunately I'm allergic to it. The bathroom was probably the worst part: it smelled of sewage, had visible mold on the walls, ceiling, and shower, and the shower head was so clogged with buildup that water sprayed everywhere. I didn't feel clean after showering. We stayed at four hotels on our Italy vacation, and this was by far the worst. We should have looked more closely at the reviews, but we won't return. I wouldn't recommend this place unless it gets a complete gut renovation. Do your research and you can find affordable places elsewhere.