Mama Shelter Roma

The pool was a real treat for unwinding after a day out, and the hotel is well placed for exploring the city. Our room was comfortable and nicely designed, and the atmosphere throughout felt fun and welcoming. The reception team were always smiling, available, and helpful. They went out of their way to help me get back a scarf I’d left in a taxi, following up with real efficiency and kindness. Thank you for everything, the service was top-notch.

This place is so cool and quirky, from the rooftop bar and decor to the restaurant and indoor pool. We weren’t expecting much from breakfast after reading some reviews, but it more than met our expectations. There was loads of choice, and I thought it was better than the very expensive cruise ship breakfast we’d had during the 10 days just before this. The metro is a quick walk away, and there are plenty of nearby restaurants if you don’t fancy eating in. Do yourselves a favour and book a few nights here.

The trendy look and concept fooled me. This was easily the worst part of my trip to Rome. Basic room upkeep and the way staff treated us were unacceptable, and I left feeling stressed and disrespected. The most upsetting issue was how unfriendly we were treated throughout the stay. It strongly suggested bias against Asian guests. We paid the same as everyone else but were neglected and disrespected. If the hotel has no intention of treating Asian customers properly, it should stop taking bookings from them. The faucet in our room was broken and so stiff that turning the water on with soapy hands was practically impossible. I can’t understand how guests are checked into a room without basic facilities being inspected. At the front desk, staff were cold, rigid, and expressionless from arrival to departure. They didn’t smile once and made us feel like a nuisance instead of guests. Service at the on-site Pizzeria was just as bad, with staff acting rude and ruining the meal. I also waited more than 15 minutes for one espresso, then left without ever getting it. This was the first time that’s happened to me in Italy. Nobody apologized or explained what had happened. It’s a flashy place with poor hospitality and awful facility management. The discriminatory undertone is unacceptable. Rome has plenty of hotels with genuine hospitality and good service. Avoid this place. I’ll never return.

I still like the Mama Shelter concept and would stay at another one, but I wouldn’t choose the Rome property again until its service improves. The hotel and rooms are beautiful, and the food was as good as at Mama Shelter Lisbon, where we had a great stay last year. That’s why booking Rome seemed an easy choice. I was there for 10 nights, and the breakfast and restaurant service felt chaotic every day. Orders came out wrong, I had to ask repeatedly for coffee, and I saw several guests send à la carte dishes back in frustration. Requests were passed from one staff member to another without being sorted out. Only one or two people seemed to know what they were doing; the rest looked lost. They were friendly, but need proper training in hospitality and procedures. The food was delicious, but I avoided having breakfast or dinner there every day to escape the chaos. There’s no room service, and the two minibar water bottles weren’t replenished during my 10-day stay. That’s fine, though a four-star hotel could at least provide a kettle and glasses for making tea or refilling water. I have mixed feelings.