10/2
The disappointment with our recent stay at Inn at the Spanish steps was beyond belief on the final leg of our honeymoon. We chose your property in Rome after over a year of planning and saving, specifically to end our trip on a memorable, luxurious note. Unfortunately, our experience at your hotel was anything but that—what was meant to be a special end to a joyful time became a deeply frustrating and upsetting ordeal.
We made the conscious decision to splurge on your rooftop suite, trusting your brand’s promise of exceptional service and comfort. That trust was repeatedly broken:
1.Airport Transfer Miscommunication: We had arranged for a ride from the airport, only to be told upon calling that 24 hours’ notice was required. This crucial detail was never included in your email correspondence or booking confirmation.
2.Unexpected and Unjustified Guest Charges: A friend visiting Rome unexpectedly stayed with us one night on the pullout couch included in our suite. I had called your hotel months earlier and was assured this would be no issue. Instead, we were charged an additional €200 per night without clear explanation or warning.
3.Rude and Disrespectful Behavior: When we attempted to resolve these issues at the front desk, your staff not only failed to assist us, but responded with smirks and I was even insulted in Italian—called a “stupid American blonde”—while attempting to resolve the billing issue. This is not only unacceptable but discriminatory and not ok.
Chelsea
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