The hotel itself was nice and we would have given good reviews had it not been for our air conditioning problem and they way it was handled. Just like another reviewer, we had problems with the A/C and the way things were handled was terrible. I made a point to book a hotel with air conditioning as I knew it would be hot in August. During our 6 night stay, it was extremely hot 98-100 degrees and our air conditioning did not work properly. We reported this right away and were told how to adjust the thermostat. Unfortunately the receptionist told us the wrong way to adjust it and this made it even hotter. The next day we were told someone would come and service it. Still no better. We asked for another room and were told they were full which turns out to be a lie. The receptionist came to our room and admitted it was way too hot so he gave us a fan! Seriously?! Basically we reported this every night and were put off with excuses like the management would have to handle it but conveniently we never saw the manager. Through email communication after we returned home, he later told us he was there yet he never approached us. The reception team kept saying they would report it to manager. We were miserable and didn't sleep well for 6 nights and never given another room just excuses. After sight-seeing all day in the heat, we certainly didn't want to come back to a hot room! We would have gladly packed up and moved to another room or hotel if it had been offered to us. We don't mind paying full price as long as we get what we booked, but we didn't. When we were leaving, we finally got to talk to the manager about some sort of compensation. He told us we could have our continental breakfast free (we ate 4/6 days there)and he would approve one free night but we would have to get it through Expedia since we booked with them. Nice, but one free night out of six that we were miserable and didn't have the A/C that was advertised was not satisfactory to us. We followed through with Expedia and they kept getting excuses that the manager was not in when they called. Finally an Expedia supervisor got through and asked for at least half off each night to compensate us at least part of each night.. Yes, we did stay there and use the room, but only because we had already paid for it and we were there for a wedding. We were so hot trying to get ready in formal attire for a wedding and were drenched before we even left the hotel! We did not get the air conditoned room that we booked! The manager is blaming the heat wave! Whatever the reason, this was not handled appropriately.The manager had the nerve to insinuate that we were lying and that we never reported the problem! He said his team told a different story! That's when we really got mad! He even told the Supervisor at Expedia he couldn't do more because it had been a bad month! Are you kidding me?! I can see why the hotel's business was poor and reviews like this shouldn't help them. The manager didn't seem to care that his hotel would get a poor review. I see that he responds to these reviews, and I'm sure he will have more excuses when he reads this, like blaming the heat wave. He never seemed to understand that you still need to take care of your customer regardless of Mother Nature! My advise is find another hotel! They do not have good customer service/management and there was someone different at the desk every day we were there that couldn't seem to handle the problem or get management involved. We were very disappointed in this hotel and I would not stay there again. By the way, we traveled to two other cities in Italy when we left and it was very hot there too, but our A/C worked and it was so nice to relax in a cool room after being in the heat all day!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dear Nancy W,
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Thank you for taking the time to post your comments and I was concerned to read that you did not enjoy your stay with us.
Please accept our most sincere apologies for the obvious disappointment caused and please be assured that your feedback has been taken very seriously.
I was disappointed to see that your review and grade is base only on the issue you've experienced with my management and the fact that you did not have the total reimbursement of your stay, as I understand from your comments.
Maybe if you had your entire stay free, as you asked on our correspondences, your review and grade would be better…
Indeed, forgive me if I am mistaking but I can notice that you did not speak, for example, about our very good location or about the fact that you stayed in one of the biggest room of the hotel.
However, regarding the A/C, I am sure that if you had informed us at time and not only the day previous your departure (I have double checked all our records and files for being sure), we would have acted swiftly and appropriately, alternative offer a room change (even a hotel change in one of our sister hotels).
I confirm you once more that we had the availability to did it and our sister hotels as well.
Indeed, my team and I always endeavour to offer the highest possible level of service and courtesy to all of our guests and I apologize that on this particular occasion this was not displayed.
Nevertheless, I do agree that this situation should not have happened in the first case.
This is not reflective of the typical high standards my team and I deliver on a daily basis and I truly regret for how this will have hindered your first impressions of the hotel, and your experience as a whole.
The necessary steps have been taken to ensure this remains an isolated incident and thank you once again for bringing this to our attention.
As many regulars will know, my number one obsession is customer service and I will always make sure all comments/criticisms are immediately appreciated and dealt with an appropriate answer; never disproportionate action.
My team and I are very fortunate to have many many appreciative customers and our online rankings on Tripadvisor, I believe, are properly reflective of the efforts of our management and teams to deliver consistent and exceptional service.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.