We booked and paid for a room advertised with an exterior city view and a balcony. Instead, we were given a dark, cold interior room with no windows other than a skylight and a picture of the Colosseum on the wall. Completely different from what was advertised.
When I raised this with reception after check-in, the staff member actually laughed and told me I wouldn’t have paid that price for a room with a balcony. She then blamed Hotels.com for “booking the wrong room” rather than taking any responsibility or offering a solution. Her attitude was rude, dismissive and completely unprofessional.
To make matters worse, despite advising the hotel in advance that we required a cot for our child, they had “forgotten” to provide one. The bed was uncomfortable, the room was cold and dark, and the overall experience was incredibly disappointing.
This was not a minor misunderstanding, it was a room that did not match what we booked, combined with a complete lack of care or accountability from the staff. Between the misleading advertising, poor room conditions and appalling customer service, I would strongly advise others to book elsewhere. There are plenty of hotels that will treat their guests with far more honesty and respect.
When we did reach out to hotels.com they were amazing but my recommendation is not to book this hotel in the first place.
