I cannot express enough how much we loved this hotel. The customer service was THE BEST we have had in a long time, and for our entire trip which consisted of 3 different hotels in Rome, Florence, and Sorrento. My parents raved about the Imperiale and that was almost 40 years ago, and most of our friends only stay there when in Rome. Roberto, Joseph, Almerica and the entire staff were always on hand to help us out. Roberto went out of his way months ago to email me about making arrangements for a papal audience and actually doing the legwork for me, emailing me several times with options and updates. We booked the audience through Vastours (watch out for them) and they FORGOT to pick us up on the morning of the audience! The bus had already left and I was left devastated and crying at the front desk because it ruined my reason for going there and my once in a lifetime opportunity to see the Pope. Almerica went into action so quickly, got into an argument with the Vastours person in the lobby for what they did to us and summoned a cab immediately to take us there. The cab got to the hotel in about 1 minute! We made it in enough time to see the Pope. On our way to Sorrento from Rome after checking out, we couldn't take the bus and called the Imperiale to arrange for a driver well after we checked out and were at Tiburtina bus station. Again, Almerica made the arrangements and a driver showed up in 20 minutes. We stayed there again on our last night from Florence to Rome to get the flight to JFK, and once again the staff went out of their way and also gave us a free upgraded room. The only downside, if there is one, is that the beds are pretty simple and apparently not great for back problem sufferers. They are two twin beds pushed together. I didn't mind it at all, but a larger person or someone with back problems might. We also gave each reception clerk a small tip because it was so well deserved, and they all didn't want to take it and were so gracious to us.
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