"DO NOT BOOK! Extremely disappointing experience with Alessandro from Trevi Collection. (Italian Review at the end)
I'm genuinely shocked by how unhelpful and unprofessional the communication with this hotel has been. I made a reservation through Agoda and needed to cancel it shortly after — for legitimate personal reasons — yet instead of receiving support, I was questioned multiple times about why I wanted to cancel my own reservation and they said it was "questionable." We're so sorry our medical reasons seem "questionable" to you Alessandro!
Not only is this inappropriate, but it's also incredibly disappointing to be challenged over something that is entirely my decision as a guest. Agoda confirmed they were willing to approve a free cancellation as long as the hotel provided a simple signed statement. Even then, Trevi Collection refused to cooperate and continued to insist the issue was not their responsibility, while simultaneously holding onto the payment for a room that no one would be using. They have confirmed payment, but don't want to release the room!
The lack of clarity, inconsistent information, and refusal to help caused unnecessary stress during what should have been a simple, straightforward request—and a fun event, too, as it is for wedding season. Hotels should treat guests with respect—not suspicion—and this experience has unfortunately left a very negative impression.
I would strongly caution others to be aware of this before booking.
Extremely disappointing experience with Alessandro at Trevi Collection.
I am sincerely shocked by how unhelpful and unprofessional the communication with this hotel was. I booked a reservation through Agoda and had to cancel shortly thereafter—for personal and legitimate reasons—but instead of receiving support, I was repeatedly questioned about why I wanted to cancel my own reservation, calling it "questionable."
We are very sorry that our medical reasons seem "questionable" to you, Alessandro!
Besides being inappropriate, it is extremely disappointing to be questioned for something that is entirely my decision as a guest. Agoda confirmed they were willing to approve a free cancellation as long as the hotel provided a simple signed statement. Yet Trevi Collection refused to cooperate, insisting it wasn't their responsibility, while withholding payment for a room that would not be used. They confirmed the payment, but they don't want to vacate the room!
The lack of clarity, conflicting information, and refusal to help caused unnecessary stress for what should have been a simple and straightforward request—and especially during what should be a pleasant time, as it's wedding season. Hotels should treat guests with respect, not suspicion—and this experience, unfortunately, left a very negative impression.
I strongly advise others to consider this before booking.
(Original)
Extremely disappointing experience with Alessandro from Trevi Collection. (Italian Review at the end)
I’m genuinely shocked by how unhelpful and unprofessional the communication with this hotel has been. I made a reservation through Agoda and needed to cancel it shortly after — for legitimate personal reasons — yet instead of receiving support, I was questioned multiple times about why I wanted to cancel my own reservation and they said it was "questionable." We're so sorry our medical reasons seem "questionable" to you Alessandro!
Not only is this inappropriate, but it’s also incredibly disappointing to be challenged over something that is entirely my decision as a guest. Agoda confirmed they were willing to approve a free cancellation as long as the hotel provided a simple signed statement. Even then, Trevi Collection refused to cooperate and continued to insist the issue was not their responsibility, while simultaneously holding onto the payment for a room that no one would be using. They have confirmed payment, but don't want to release the room!
The lack of clarity, inconsistent information, and refusal to help has caused needless stress during what should have been a simple, straightforward request -- and a fun event too, as it is for wedding season. Hotels should treat guests with respect — not suspicion — and this experience has unfortunately left a very negative impression.
I would strongly caution others to be aware of this before booking.
Esperienza estremamente deludente con Alessandro del Trevi Collection.
Sono sinceramente scioccata da quanto poco disponibile e poco professionale sia stata la comunicazione con questo hotel. Ho effettuato una prenotazione tramite Agoda e ho dovuto cancellarla poco dopo — per motivi personali e legittimi — ma invece di ricevere supporto, mi sono state rivolte più volte domande sul perché volessi annullare la mia stessa prenotazione, definendo la cosa “discutibile”.
Ci dispiace molto che i nostri motivi medici sembrino “discutibili” per te, Alessandro!
Oltre a essere inappropriato, è estremamente deludente essere messa in discussione per qualcosa che è completamente una mia decisione come ospite. Agoda ha confermato di essere disposta ad approvare una cancellazione gratuita purché l’hotel fornisse una semplice dichiarazione firmata. Eppure il Trevi Collection ha rifiutato di collaborare, continuando a insistere che non fosse una loro responsabilità, pur trattenendo il pagamento per una camera che non sarebbe stata utilizzata. Hanno confermato il pagamento, ma non vogliono liberare la camera!
La mancanza di chiarezza, le informazioni contraddittorie e il rifiuto di aiutare hanno causato uno stress inutile per quella che sarebbe dovuta essere una richiesta semplice e immediata — e per di più in un periodo che dovrebbe essere piacevole, dato che riguarda la stagione dei matrimoni. Gli hotel dovrebbero trattare gli ospiti con rispetto, non con sospetto — e questa esperienza purtroppo ha lasciato un’impressione molto negativa.
Consiglio vivamente agli altri di tenerne conto prima di prenotare."
