Upon booking a Deluxe Room at the Roman Forum, my boyfriend and I were really excited about our 3 night stay at this hotel. After arriving in Rome at 10 pm we were hoping for a smooth check in which, thankfully, it was. We were glad to be able to get a good night rest so we could enjoy our next two days to the fullest...little did we know, the adorable boutique hotel in which we were staying would soon become the reason we never fully enjoyed Rome.
The following day after a long day of sightseeing in 40 degree weather, we return to our hotel in the evening, eager to shower and get into some fresh clothes, only to find out that the power is out and wont be restored for another hour. Seeing as we had reservations for dinner, it wasn't the most exciting news but we tried to be understanding and waited the hour in dim candle light for the power to go back on. An hour goes by and not only is there no power; we did not receive any further updates. At this point we joined the rest of the hotel guests outside in the alleyway, where they were sitting and waiting for the power to be restored as well. During this time we witnessed a number of complaints made by other hotel guests and a young man arrive, and check out before his bags even entered the hotel. All of the hotel staff members were poorly informed, rude and impatient with the guests. During the power outage, I fell as I was trying to make my way up the stairs to which a hotel employee said "be careful" but never offered to see if I was okay or needing help. Since the power never did come back on that night, we showered in the dark and never made it to that fancy restaurant we’d been looking forward to since neither of us could get ready properly or on time. That night, we ended up eating at a mediocre pizza joint nearby. But this was only the first night.
The second day was equally as hot, and we did just as much sightseeing as the previous day. You can only imagine our rage upon returning to no power yet again! The hotel staff delivered the same excuses as the previous night, offering us candles and no sincere apologies. This was our last night in Rome and we were furious. We argued with the staff who instead of understanding our rage, told us “it’s not our fault” and “well, what do you want to do, change hotels?” Eventually one of the staff members told us the hotel would take care of our transportation to the airport the following morning at 7am to make our flight for 9am. We accepted but in our eyes this wasn’t enough and we insisted on speaking with the manager who we were told would not be in until 9am the following morning. How convenient. That night, yet again, we did not eat anywhere special nor did we go out afterwards. But wait there’s more!
The following morning we receive our 630am wake up call as requested and got ourselves together quickly and waited for the call indicating that our car to the airport had arrived. By 720am we realized something must be wrong and we head to the lobby with yet another complaint. The man at the desk tells us our car was scheduled for 9am and insisted that there had been no misunderstanding. Enraged at this point we asked to speak to the manager. Low and behold the man sitting in front of us IS the manager. We ask him to get us the airport car right away as we will be late for our flight and he tells us it will be another 20 minutes until a car can arrive in Rome’s morning traffic. Furious my boyfriend runs out of the hotel hoping to flag a cab down while I tell the manager about our horrible nights spent without power and how on top of everything, his staff can’t even schedule a pick up to the airport for the appropriate time As I tell him how unacceptable the power outage was and how upset we both are about our experience at his hotel, he constantly interrupts me and insists that it isn’t the hotels fault, that it's the city's fault, that there is nothing he can do and that I, not him, am being unreasonable. I told him it was the worst hotel experience I had ever encountered and that his lack of effort in rectifying the situation is pathetic. I also told him I would write an unflattering trip advisor review to ensure people know how inconsiderate the manager of The Inn at the Roman Forum is and how unimpressed we are with our stay. He simply told me “as you wish miss” with disinterest. As I stormed away furiously to meet my boyfriend outside he called out behind me “you both still have to pay your city tax fees.” An amount 2 euros that each hotel guest must pay for each night spent in Rome – 12 euros total. I turned to him, completely shocked and said, “I think that should be something you take care of since this hotel has done absolutely nothing for us since we checked in.” And if you could believe it, and I still can’t, he asked me very seriously why that 12 euros should come out of his pocket. Disgusting.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Report response as inappropriate
Please accept my sincere apology for the inconvenience and embarrassment caused to you and your party.
I know it’s not acceptable that the entire building don’t receive electricity as happened during your stay. This unfortunate situation what so ever happened and I can assure you that it did not depend on the hotel provider but the city of Rome, that we already are dealing with legally. This was as much inconvenience for us as it was to you together with all our guest. Other guest in the house were very understandable about the situation specially when the entire street had the same problem. We offered to arriving guest if they want to stay at our sister property while we did not know how long the blackout would last.
The staff tried their best to handle the situation and I’m sorry to hear that you feel that they were not attentive enough with the situation going on and I apologize for this. We did know as little at that time as you did about the cause and when it could permanently be fixed.
We have never had problem scheduling a private driver on time for our clients and I am afraid there has been some misunderstand between you and the front desk about “arriving at 9 or having the car booked for you at 9”. We offered you the service complimentary.
I am sorry to read that you feel the management did not deal with the incident correctly.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.