I had the opportunity to take my 14 year old daughter to Rome for vacation. Upon check at the Hotel Valle they asked for and kept our passports. We stay for 4 nights. Upon checkout I was not given our passports and I forgot to ask for them as I am not accustomed to this practice.
My daughter and I proceeded to Florence to continue our vacation, when I noticed we had forgotten our passports. I called the Hotel Valle and they were aware that they had forgotten to give me my passports. I asked if they could overnight them to me and I would pick up the cost. The front desk person gave me the number to DHL shipping and suggested that I initiate service. I contacted DHL, they do not accept anything other than cash or an Italian credit card. I contacted Hotel Valle again and asked if he would pay cash and charge my credit card for the shipping charges. It appeared as though he was trying to avoid any expense of money or time on his part . The front desk person had to ask the director and asked if he could call me back. On his return call, he said the director had approved shipment but that they would have to charge a hefty service fee. In frustration and on Principle, I purchased a train ticket for my daughter and I ,back to Rome (I couldn't leave her) to pick up the Passports. A whole day was ruined and it was costly. You would think that under the circumstances, they would have been more accomodating. What an inconvienence ! Don't stay here if customer service is important to you!!
Peter Marquez
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