Royal Suite du Vatican

We booked three nights through Booking.com for my wife, our one-year-old, and me. Our train was delayed by two hours, so we missed the check-in time we had registered. I called to explain, and they said we'd have to pay €25 for someone to open the door because, as they put it, this isn't an open-door hotel. I said I wouldn't pay that when I arrived, 45 minutes after the agreed time. They then marked us as a no-show, and immediately told Booking.com the same. They kept our money, wouldn't let us stay, and gave us no full or partial refund. The worst customer service and experience ever. If you want to save money and be treated with respect, don't stay here.

We had a lovely five-day stay in Rome. The place was cozy, and getting around was easy: the main sights are reachable by bus or metro, and we could get back to the hotel whenever we wanted. It's conveniently close to the Vatican too.

The room was clean, and its location near the Vatican Museums and subway made it easy to reach the center. We did run into a couple of issues: a broken electrical socket, and a shower door that let water spill out until the bathroom floor was soaked.

They cancelled our booking without telling us, even though we'd notified them that our flight was making us late. The reservation was paid, but they wouldn't let us use the remaining days either. Very unprofessional, and there are much better choices nearby. Shame on you!