I truly hope a manager is reading this because I would like to think they will take my feedback on board.
I am from Ireland and I stayed in the hotel 2 weeks ago and was very much looking forward to my first-time-visit to Rome, and the hotel looked very nice from the website.
In truth, the hotel itself isn't that bad. It is clean, comfortable with a nice breakfast and good location to Termini station, this providing easy access to the rest of the city.
However, the customer service and general staff behaviour was appalling. The check-in staff were curt and ignorant - slapping my room key onto the counter and not providing any details about breakfast or hotel amenities. For a 4-star hotel this was a surprise. My room wasn't registered until over 3 hours later, so I couldn't use the internet. I noticed later they were much more friendly with an elderly American couple, giving them discount vouchers for drinks at the bar and so on. I sincerely hope that it wasn't because I was perceived as a young English-speaking traveller, on my own and therefore without any money. Regardless, this is how it felt at the time.
However, upon going to the roof-top bar, it got even worse. The man behind the bar was discourteous, arrogant and obnoxious. He was very aggressive when speaking to me ("What do you want?"). In some ways, i was thankful that it wasn't just me this time - he was also astonishingly ignorant to a group of old people trying to order some drinks and enjoy themselves. This person also engaged with a heated discussion with the other staff, so all-in-all it was a very unpleasant experience. So much so, that myself and my colleagues, who were previously going to order some food there, decided that we wouldn't spend any more money than we had to in the hotel, and went elsewhere for the night.
There are many things to enjoy in Rome, but Diana Roof Garden is not one of them. If people ask about where I stayed, I will never recommend this hotel. In fact, I will actively discourage people from coming here. I often wonder why people, who obviously have little time or patience for other people, work in customer-facing roles such as this. It is clear that hotels like this are very fortunate to have Rome as their selling point.
In conclusion, I would like to advise the hotel this ... it costs nothing to be polite and friendly, but the lack of such things is priceless.
- Official Description (provided by the hotel):
- Elegant Hotel offering modern comforts and amenities, restaurant and bar; situated in the heart of Rome near the Opera House. ... more less
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- Also Known As:
- Hotel Diana Rome Italy