Hotel Reyes

We’d planned to stay two nights, but after I asked a few reasonable questions about the accommodation, the owner got frustrated and cancelled our reservation. The listing said parking was available, but there wasn’t any. Communication was disappointing too. When I asked for clarification about the stay, the replies were unnecessarily hostile and unprofessional. It showed a clear lack of customer service.

The staff were friendly and helpful, and the rooms were clean. It’s right by Re di Roma metro station, just one minute away, and close to Rome’s major tourist attractions. We recommend it 100%.

I arrived late at night, and they were the only hotel willing to accommodate me. Remote check-in meant I didn’t need help from an employee, and the instructions were thorough and easy to follow. The hotel was very clean, and service was amazing. The area has lots of supermarkets and restaurants. Thanks again to the wonderful staff, I recommend this hotel.

The listing offered a free airport shuttle, and I requested it several days ahead. Hotel Reyes asked me to contact them directly even though I’d already sent my details. By the time HR got back to me, they’d changed the price to €60. They were still messaging me about it while I was on a late night flight, so I felt I had no choice. The driver charged me €66. The next morning, cleaning staff came into my room despite the do not disturb sign. At the front desk, the Indian guy asked, “wasn't your door wide open?” I said it wasn’t, and he said staff would never enter with the sign up. When I raised the shuttle charge, he cut me off and said, “That was our fault & it is taken care of.” He said he’d reduced the total to make up for it, but the agreed amount was €408 and he’d charged me €450. I went back right away, but he wasn’t at the desk. The door was closed, and nobody answered the bell. About 15 minutes later, the cleaning guy knocked to ask if I was checking out. I said no, I’d just arrived. He seemed confused, so we went to reception, where the same man spoke irritably to him. He said the cleaner was confused and apologized. I said it was fine, then mentioned I’d also messaged him on WhatsApp about the price difference. He rolled his eyes and said, “I told you that was our fault & that we took care of it.” I explained there was still a difference and sent photos. He said he’d look and get back to me, but there was so much attitude that I apologized and said I wasn’t trying to get anything extra or cause trouble, I just wanted to pay what I’d agreed to when booking. He said he agreed and would let me know. I never heard back. For the next few days, construction work right above my room woke me between 7:30-8AM every day. There’d been no notice of this in the listing or anywhere else. I didn’t say anything because of the earlier interactions. One evening there was no hot water. Customer service said they’d handle it, but when I asked a few hours later when it might be fixed because the water was very cold, they read my message and didn’t respond. The day before checkout, my sister had booked me a surprise tour of the Vatican, so I asked if I could leave my bags at reception until later. Early that morning, I also asked whether I could leave my food in the fridge or if they wanted me to pack it up. An hour later, since nobody was at reception or had replied, I said they could put it in my plastic bag if they needed it out of the room, just please don’t throw it away. Five hours later, they replied without answering, saying, “you should have left the keys at reception.” When I came back for my bags, I heard a lady whispering that I should have left the key. I was standing right there, so it felt passive-aggressive. I ignored it, gathered my things, and took out my phone to find my next stop. Another lady came out and asked if she could help, looking at me like I was insane. I said I’d returned the key and wanted my food. She asked, “what food?” I pointed to the messages, and she said the cleaning staff must have thrown it away. When I asked why they would do that, she said she’d been busy helping other guests. I was getting really upset because my family had bought and cooked good food for me so I wouldn’t have to buy anything for the next couple of days: kebabs, pasta, pineapple, dandelion root, and so on. I asked again about the shuttle charge. The Indian guy argued that he’d mistakenly put it on the listing. We went back and forth, then he put €25 on the table to “compensate.” That still didn’t cover the difference, let alone the food they’d thrown away. Avoid at all costs!