Vatican's Roof

The room looked nothing like the photos, and the first thing we noticed was a bathroom leak. Worse, there were bed bugs all over the bed and curtains, and they kept us awake that night. The reception was only open until midnight, so after calling and emailing them many times, I finally got in touch. They apologized and asked me to send my IBAN so they could refund me, but nothing came of it. Fifteen days passed with no further contact. Then booking customer service said the property had rejected the refund, saying my reason wasn't valid. I'm writing to warn anyone thinking of booking. Stay away.

After we booked four nights, the hotel cancelled our reservation right before our late check-in. It happened at night in a city we didn't know, and we were left scrambling for somewhere else to stay. The hotel apologized and refunded the booking, but when I asked them to cover the extra costs their cancellation caused, they went silent despite several calls and emails. This hotel is part of a group that owns nine other hotels in the city. Mistakes can happen, but Domus Pietro Inn showed no accountability or care in how it handled one it had caused. It feels like the group is taking advantage of a high-demand market and doesn't care about the effect on guests. The experience left me with a very poor impression of its management and customer service. I'm taking the time to share this so others know how unreliable and unprofessional they can be, and can be cautious when making travel plans.

When we got to Rome, they said there was a toilet problem with our room in a really nice location and no other room was available, so they sent us to the “Roof 'Inn.” The place was dirty and actually scary. We stood outside on the street unable to get in, and it was hard to reach anyone for help. Finding someone to let us into the - bedroom apartment took two hours. The view was nothing like the original place, and the next day we had to walk a long way with our belongings to have them held. We were really unhappy that they wouldn't accommodate us or offer a reasonable alternative.

We booked a room, but nobody was there. Felt like a scam, and at the last minute I had to find somewhere else...