Intown Luxury House

This didn't feel like a proper hotel, more like a sublet room, and we felt unsafe. Someone banged on our door twice at 11 pm. The room was small and tired, with a tiny bathroom, and it didn't look like the pictures. There was loud construction every morning, with banging, hammering, and drilling. At check-in, Marta's card machine kept failing after five card swipes, and she told me to wait outside like an animal. The room itself was okay, but the service was horrible. No thanks, it was terrible. Shame on you!

We decided we weren't comfortable staying and politely told the staff. The manager got in touch the next day to say we couldn't get a refund because we were “lying” about feeling unsafe. She insisted the accommodation was good and said they'd never had a complaint in 16 years. That attitude felt unbelievably arrogant. She sent hostile voice messages on WhatsApp accusing us of making up our discomfort, saying we'd simply changed our minds and found a cheaper hotel, then blocked me. I find it unacceptable for a manager to decide how guests feel. The host showed no empathy or professionalism, and has replied unprofessionally to Google comments too. I'm sharing this so other guests know what the owner is like. For your own sake, choose somewhere a little farther from the centre. We paid for two hotels after booking another one, and I don't regret it at all. We felt unsafe as soon as we arrived in the grimy-looking area around “intown luxury house”. They took us up in a tiny, shaky elevator inside a very dark building. The room was very small and nothing like the pictures. Do not stay here.

The location was a good point, but the room and service were disappointing. We were upgraded to a “suite”, which was still very average and had a broken toilet. The room looked out over old buildings and left a lot to be desired. Breakfast was included, but it was a shabby Italian breakfast with no cheese or fruit, and anything extra cost more. We got cold coffee and butter that had melted in the heat. When it was time to leave, the staff clearly told us to GET OUT, and BORI at reception insulted us. The hotel hangs up when we call back to ask for an explanation. What a shame. I wouldn't recommend this hotel.

They cancelled my reservation the day before we were due to go. They didn't answer the phone, wouldn't try another card for payment, and the staff were unpleasant and evasive. Not a serious hotel. No worries, there are lots of better hotels in Roma.