Jadore Monic

We found bed bugs in our room on the first night, just as we got into bed around 11 p.m. A staff member arrived quickly and initially seemed shocked and concerned. He said they had never had this happen before, but after reading other reviews, this was clearly not the first time. He started calling other hotels and said one night would be refunded, which sounded reassuring at first. As the night went on, no other accommodation could be found. When we asked what we were supposed to do if there were no rooms available anywhere in Rome, he became defensive and unhelpful, asking what he could do and saying he was only an employee. He said he had called the manager several times, but we didn’t see or hear those calls. We were taken to another building belonging to the same hotel, where they rented out more rooms. We spent the whole night on the lobby floor, without sleep or proper help or communication. I found more bed bugs on our luggage there, meaning they’d already been carried to the other building. No precautions were taken, and the staff member didn’t seem concerned. A room finally opened up at about 6 a.m. It was a used room, and they quickly changed just the sheets. We were relieved to have a bed, but after finding bugs in a room that was meant to be clean, sleeping in another used one was extremely stressful. By then the staff member had become defensive and showed no empathy. We got almost no information about what would happen next and had to take the lead ourselves, asking questions, deciding to keep our luggage out of the room, and figuring out what to do with our belongings. It felt like nobody acknowledged how serious this was or what we had lost. We missed a whole night’s sleep and, as a result, a day in Rome. We also had to find a laundromat to wash everything at 60°C and dry it. The laundry costs were eventually reimbursed. The next day, the staff member told us he had spoken to the manager and that we’d get a “discount”: €300 for the three remaining nights, with the bed bug night free. When we worked it out, it barely counted as a discount given the disruption, lost sleep, and extra costs. We agreed because we had no other option. There was no follow-up after that. We never saw or heard from anyone at the hotel again. One staff member seemed helpful at first, but the situation was handled very poorly, with little professionalism, communication, or empathy. Given the problem and how badly it affected our stay, we expected the hotel to take it much more seriously.