THE ONE Boutique Hotel & Private SPA Roma

The room was roomy and spotless, and the location worked perfectly for us. We had a lovely stay, with friendly, professional service from both the front desk and breakfast team. Gianluigi deserves a special thank-you for making it even nicer. Highly recommend.

The location was the best part for us: Trevi Fountain is about a three-minute walk away, and there are plenty of shops and restaurants nearby. Even so, the stay was a letdown. We brought a family of 10, and the welcome felt very basic compared with the 4- and 5-star hotels we’d stayed at in London and Paris. The staff were so-so and didn’t seem interested in going the extra mile. When I told them our floor was covered in dirt and dust bunnies, they said they’d send someone but didn’t apologize or offer anything. They did say they’d upgraded us, which confused me since I’d paid for an upgrade already. The rooms were okay, but not like the heavily edited, years-old website photos, and the place felt more like a three-star hotel than a four- or five-star one. The in-room drinks also cost extra. The pool was a big disappointment. It’s heavily advertised, but you have to pay a lot to use it. My husband and I spent a great deal on top of the room cost, and I thought they might offer us a swim after the dirty-room issue, but they didn’t. It turned out my 16-year-old niece couldn’t join us because the pool is 18 and over. There’s also an extra $15 per person per hour after the first two people, who pay $30 per person. Odd that children aged eight and up can stay at the hotel but can’t use the pool at all. Breakfast at the restaurant was okay, but the pasta wasn’t worth the money. The men serving breakfast were lovely, though I felt bad when a man in a blue blazer walked behind them correcting and yelling at them. The elevator is tiny, open to view, and very dirty. I tried it, saw more dust and dirt, and took the stairs instead, so be ready for steps. The TV’s smart features were a plus. We’d stay again if we had to, but it wouldn’t be my first choice. The location is what kept us happy.

I left after the first night, even though I’d paid for two, and booked another hotel through Booking.com with what I considered international standards. I’m asking for a refund for the second night for several reasons: the hotel didn’t feel like a four-star place, perhaps three stars; the General Manager was aggressive and rude enough that I felt in danger and nearly called the police; and the spa and pool weren’t available despite the information I saw before paying. Maybe they were closed for sanitary reasons, but I wasn’t told that. When I booked through Booking.com, the photos and descriptions made it look as if the pool and spa were readily available, with no restrictions. After checking in and paying for my two nights, I was told both were fully booked from 9 to 11 PM that day and the next. That was extremely disappointing and felt misleading. The manager also complained about another guest’s luggage, which struck me as strange. The hall is small, the breakfast room was crowded with people waiting, and the bread was packaged and not fresh. The elevator is outdated, has a hazardous old door, and only fits one person with no luggage. I don’t consider this acceptable for a four-star hotel. I have photos showing the Booking.com listing before payment. I want the second night reimbursed.

The breakfast was really good, and the staff were friendly. Our room was much more spacious than I expected, very clean and updated. It’s also close to shopping and sights. Great place!