The check- in and check out process were terrible. When we arrived at the hotel, our room was not ready. We would definitely understand due to potential staffing challenges due to COVID or other complications due to the pandemic. But every other guest who arrived after us was given access to their room. We ended up waiting an hour and a half. Check out was also lengthy. There is one staff member working the front desk, including checking guests out, arranging shuttles and taxis, answering the phone, and helping hotel guests.
We also had a guest of the hotel refer to my husband by a racist term, in front of hotel staff, and it was tolerated. Nothing was said or done. I can’t say that this is representative of the hotel, but it was a very concerning and angering moment as guests.
The food at the restaurant is good, but the service was bad.
The hotel, in terms of decor, cleanliness, and amenities, was nice. The pool and the spa are fabulous.
The location of the hotel isn’t great for easily exploring Rome. We stayed at another hotel earlier in our trip that was much more centrally located, and we definitely preferred their location for exploring the city.
