This hotel was so convenient, right next to Vatican, and walking distance to the metro, tour bus, shops, restaurants, etc. The staff here was so accommodating even before I arrived - they answered all my inquiries, thanks Sabrina and Marina, for putting my mind at ease. I requested for the private sedan to pick me and my sister at the airport -- thank God! Our flight was delayed from NYC and had to make it to the Papal audience that morning.This place a jewel for sure - terrace for dinner was just perfect, overlooking the Basilica.

Unfortunately six days before our arrival date we were notified by the original hotel we booked that due to unforeseen circumstances it was necessary for our booking to be transferred to the Residenza San Paolo IV hotel which was only a short distance away.

I was assured that this replacement 4 star+ rated hotel provided the same high level of service including a Deluxe double room as per our original reservation.

Firstly on a positive note the Residenza San Paolo VI hotel is the ideal location for visiting all things Vatican including Basilica of St. Peter, the Vatican Museum and the Sistine Chapel. Our hotel room was comfortable and clean and the house keeping staff were very helpful.

Breakfast was serviced in a comfortable dinning room and once again the member of staff was very attentive.

This was meant to be a special treat for my wife but regrettably our stay at the Residenza San Paolo VI didn’t start off very well. Unfortunately our flight was delayed due to weather issues so we didn’t arrive at the hotel until 9:50 pm although I had notified them in advance of our late arrival.

We were not offered any help with our luggage up to the Reception floor in order to start the check in process. As we had been travelling for 11 hours I asked if we could get a hot drink but I was quickly told that it was not possible as the kitchen and bar closed at 10:00 pm.

It’s interesting at this point to say that while talking the lift up to the Reception it clearly states on the lift wall graphics that bar and room service were available until midnight.

I then asked if we could possibly have a tea tray with kettle so we could make a hot drink in our room but yet again I was told that was not possible. Next I asked if the room was equipped with a mini bar and told yes but that it only contained two bottle of water.

In a last ditch attempt to get a soft drink I asked if we could at least have two cans or bottles of any soft drink delivered to our room and the Reception staff said he would see what he could do but nothing ever arrived.

After our late arrival on the Saturday after breakfast on the Sunday morning we enjoyed a long walk and decided to go back to the hotel to have a nice cup coffee. I suspect you can already guest the reply I received from the Reception staff. Sorry it was not possible to have a coffee, or any other drinks or snacks, as the bar didn’t open until 4:00 pm.

So here we are staying in Rome the Eternal City in what is supposed to be 4 star + rated hotel which has a beautiful terrace overlooking St Peters Square but you are not even able to get a hot or cold drink or anything to eat until after 4:00 pm and certainly nothing after 10:00 pm which also applies to room service.

I expressed my dissatisfaction with the service to booking.com and they did communicate with the hotel and eventually came back saying that the hotel had offered us a free glass of wine at the bar, but I assume not until after 4:00 pm and certainly not after 10:00 pm. We declined their offer.

I asked the reception staff for the name of the hotels General Manager and his email address but was told that it was not possible for me to have his email as Dr. Courtial already receives too many emails !

Based on this I sent a mail to the general hotel email address specifically addressing the content of my mail for the attention of Dr. Courtial.

I did receive a reply from the Front Office Manager with an apology for the lack of service but unfortunately I have never had the courtesy of a reply from Dr. Courtial. Based on this I can only assume he has know interest in providing customer service.

I appreciate some people will think my comments are trivial but when I’m paying over €200 per night it’s the small things that count for me and based on the experience of the first two days of our four day stay had we been staying for a longer period we would have certainly moved hotels.