Palazzo Tala A

For a hotel costing over $1,000 a night, I wouldn't recommend it. We have diamond status, but nobody greeted us or recognized our loyalty, and we got no upgrade even though several upgraded rooms were available. The staff came across as rude and pretentious, making routine requests feel like a burden. Asking for another coffee at breakfast got us side looks, and the breakfast itself was lackluster. The elevator smelled of mold and mildew, and the second floor hallways felt like a Super 8, with no décor. There were some lovely parts: the location is excellent, the bar is wonderful, and the art deco lobby and first floor, with its 1600s charm, are stunning. Our first-floor room was gorgeous, but that was where the good experience ended. This didn't feel worthy of two Michelin Keys. We would have been better off using the money or free night somewhere else, like the five-star Waldorf.

The central location is convenient, but the hotel still feels calm and tucked away. I hardly saw or heard other guests, which gave the place an unusually intimate feel. What I appreciated most was the staff. They actually listened, and their attentiveness felt sincere rather than rehearsed. They also understood that my special occasion mattered and helped make it feel even more special. The interiors are elegant without feeling stiff, and the rooms are arranged in a practical way, with things where you'd expect them. The restaurant was excellent, and the pool is beautiful. I had a few small issues during my stay, including a window problem, but the team dealt with each one promptly and professionally. I arrived expecting the usual polished but impersonal luxury hotel experience, and was pleasantly surprised. I'm already looking forward to coming back.

The spa is small, but it’s thoughtfully done, with a steam room, dry sauna, experience shower, and plunge pool. Service has a polished feel while staying relaxed, and Bar Musa is a lovely, atmospheric spot that’s well run. The building’s palatial Roman style works beautifully with the contemporary design. Italian bath amenities are provided throughout, and the food is superb. Breakfast is better than what I’d expect from most five-star hotels in Rome. For the quality, the price is phenomenal by Roman standards. This feels like a choice for someone who appreciates the details, rather than a loud luxury cliché.

The hot water never came back during our two-night stay, even though I was told on arrival it would be fixed the next morning. Nobody had mentioned the problem beforehand. For a five-star hotel presenting itself as luxury, going without hot water is unacceptable. When I raised concerns, several staff members were dismissive and kept sending me to the manager instead of helping or showing much care. The man at the door who brought in my suitcase was kind and helpful, one of the few bright spots. The breakfast was disappointing, and although the hotel looks attractive, Palazzo Talia fell short on service and amenities compared with the more than 30 Hilton properties I’ve stayed at this year. I also had to contact the hotel myself about my forgotten watch, around two and a half days after checkout. Other Hilton hotels have typically contacted me the same day about items left behind. They eventually confirmed they’d found it and asked whether I wanted it shipped. I agreed, but never got an email or any further follow-up. I’d booked the two nights to celebrate my anniversary, so the overall stay was especially disappointing for a former palace advertised as a luxury five-star hotel. Basic comfort, communication, and guest service need a lot of improvement.