We were recently unfortunate enough to book at the Hotel and Residence dei Duchei in Urb ino. Our firts attempt used a booking agency in Rome who had problems with our credit card, so in the end we rang the Hotel directly to make the booking asking them to cancel or ignore any previous booking. On arrival we were informed that both bookings were still in place and that we would have to pay for both. The Hotel Reception seemed unwilling or unable to contact senior management, or the booking agency insisting we had to make such a cancellation ourselves. We were left on our day of departure standing in the lobby for almost two hours whilst the Reception failed to contact anyone under the threat that they would call the police if we left. Eventually having ruined our short break they agreed to accept half the cost of the unused room as a special dispensation! Apart from that the heating was uncontrollably hot; the Hotel is at least a mile from the centre and the 20 minute bus service doesn't appear to operate at night. Avoid. But do go to Urbino, quite delightful.