Hotel Santa Maria Maggiore

We booked and paid for an “Economy Room” through Expedia, but the listing photos all showed what appeared to be a much higher category, a “Deluxe” room. There were no clear, accurate pictures of the Economy category, which looked nothing like the images. When we arrived, the room we were given didn't match what the listing led us to expect, and it appeared dirty and unsanitary, as if it hadn't been properly prepared. The state of the property made us question its maintenance, cleanliness, and guest safety. There were no visible signs warning guests away from the elevator. We used it to reach our room and ended up at a basement level that was visibly under construction. We were concerned about whether the premises were legally and safely operating with construction accessible to guests. Reception staff were dismissive and unprofessional. They were often missing from the desk, so we had to look for someone each time we needed help. Staff then criticized us for using the elevator, despite the lack of signs saying it was restricted. It's unreasonable to expect guests with heavy luggage to carry it upstairs if the elevator is effectively for staff only. We asked to be moved to the room type shown in the Expedia listing, since that was what we had relied on when booking. Staff said those rooms weren't available unless we paid extra. After 3 hours of waiting and about an hour of discussion and hassle, we accepted a partial refund FROM EXPEDIA, as the hotel denied any refund, so we could leave and find somewhere else at much higher same-day rates. As we were leaving, another front desk employee told us the room shown in the listing actually was available and could have been given to us at no extra cost. That contradicted what we'd been told and added to our concerns about misrepresentation and deceptive business practices. We lost a lot of trip time, paid more for lodging, and went through unnecessary stress and inconvenience because of how the hotel handled this. We were told the matter would be escalated to management, but no one followed up or took responsibility. We believe the property used false and misleading advertising and failed to provide the accommodation represented at booking. Since no one is taking responsibility, we're pursuing formal complaints to explore available legal action for damages related to the alleged deceptive practices, misrepresentation, and financial losses. The attached photos show the room we were offered.

The location made it easy to explore. The hotel is central, close to many attractions, and the area felt safe. What I'll remember most, though, is how kind and attentive the staff were from the moment I arrived. Every interaction felt pleasant, and they made me feel comfortable and valued. Their genuine, professional hospitality made the stay special, and I'm grateful for the care they showed. I'd happily return and recommend it to anyone visiting the city.

Our room was beautiful and much bigger than we expected, with a nice view. The staff were kind and friendly, and helped whenever we needed something. We also liked the location, about a 10-minute walk from central Rome. We had a great stay and would definitely come back.

We booked a standard room but were pleasantly surprised with a beautiful deluxe upgrade. The hotel has only recently opened, yet everything was already running smoothly and felt well organized. Our room was spotless, comfortable, and thoughtfully set up. The staff were warm from the moment we arrived. A special thank you to the receptionist with blonde hair and glasses. We unfortunately forgot her name, but her welcoming manner really stood out and made our stay more enjoyable. She's a real asset to the hotel. A fantastic stay, and we'd gladly return and recommend it.