NH Roma Villa Carpegna

The room was unbearably hot, even at 30°C, because we were told the air conditioning “was not allowed” and only worked for two months of the year. We were left sweating, and that felt like a complete disregard for basic comfort. The shower didn't work, the bathroom floor was broken, and the jet spray didn't work either. Management was dismissive and unresponsive, with no concern for these problems. Staff were rude and unprofessional, couldn't listen to basic complaints, and nothing got addressed. I don't usually leave negative reviews, but this was the most horrible hotel experience of my life. Don't stay here, even by mistake. A 1-star hotel would at least have basic facilities working. Absolutely not recommended.

On May 11, 2026-May 12, 2026, my family and I stayed here after arriving late and exhausted from the airport. A family friend who spoke Italian came with us to arrange two rooms at the front desk with Malick. He switched between English and Italian and said each room cost 335 Euros. As I was about to pay by credit card, he insisted on cash, saying the card would cost us an extra 70 Euros. He said the total was 670 Euros. I gave him 700 Euros in cash in front of my family, and he returned 30 Euros. Then he spent over an hour “processing and inputting” our information before giving us the keys, much later that night. The next morning we asked Malick to hold our luggage until evening while we went out. When we returned, I requested a receipt from the different front desk employee on duty. It showed 394.65 Euros, not the 670 Euros Malick had said we paid. When I asked for him, we were told he wouldn't be in until later that evening. We waited, but Malick dismissed us and denied taking extra money. He also claimed he didn't speak English, despite speaking it with me the night before. The other employee told us to return the following day to talk to the manager. We came back and explained everything to Angelo, the manager. He said he couldn't do anything without a police report. We asked to see the surveillance footage, but couldn't file a police report that day because we were leaving for the airport to fly home. Angelo told us to email a complaint so the company could review what we described as a scam and take action about Malick, who we felt had taken advantage of our exhaustion and difficulty communicating with him.

The hotel was really nice, clean, and had good facilities. Staff were very friendly and helpful. What spoiled things was the sound of the room doors slamming shut. Guests leaving during the night, especially for flights, let the self-closing doors slam, and I was woken several times on the last evening. Such a shame, as everything else was perfect.

Our rental car was broken into on the morning of Dec 31st, and the hotel's response left us feeling unsupported during a traumatic security incident. We later learned that staff had known since early morning that the window was smashed, but didn't tell us or put up a warning sign. The hotel's silence until we found the theft ourselves feels deeply suspicious. A hotel officer was the only person who knew we had luggage in the car. When I asked the receptionist to help call the rental car company about its holiday hours, they first refused and told me to “do it myself.” The hotel offered no cooperation or help. I thought this was a 4-star hotel. If you care about your safety and belongings, don't stay here.