Royal Suite Trinità Dei Monti

"Very disappointing stay. Our main concern is that the property and room we received did not match the impression created by the Booking.com listing. We deliberately booked a room advertised as having a view. On arrival, we were given a room overlooking the street. This was not what we understood we had booked from the description and photographs. When we immediately raised this with reception, the staff member simply insisted that this was the room we had booked and refused to offer an alternative room or refund. Our complaint was handled dismissively, with no genuine attempt to resolve the issue. There were also significant discrepancies between what we expected from the listing and what was actually provided: • There is no bar at the property. • Breakfast is not served at the property itself. • Breakfast delivered to the room is available only at a substantial additional cost. • The room has tea-making facilities only. There is no complimentary coffee facility; coffee has to be purchased separately from a menu. • The property is presented as a hotel, but in reality feels much more like a B&B/guesthouse within a converted building. The soundproofing is also extremely poor. Our room had an adjoining door and we could clearly hear the guests in the neighbouring room. At one point, we could hear an entire telephone conversation with their family through the adjoining door, word for word. This is completely unacceptable for accommodation charging the rates this property does and seriously compromises privacy and comfort. Taken together, these are not minor issues. They significantly affected the quality of our stay and our perception of the value of the accommodation. The location is excellent, but a good location does not excuse unclear or inaccurate representation of the accommodation, poor soundproofing and inadequate handling of a legitimate complaint. We have also seen other guest comments raising concerns about the property and staff, which unfortunately mirrors aspects of our own experience. We would not stay here again. Booking.com should review how this property, its rooms and its facilities are represented on the platform. Customers should be able to rely on the information provided when making a booking, particularly when paying a premium for a room advertised as having a view. If considering booking, I would strongly recommend getting written confirmation of exactly which room you will receive, what the “view” actually consists of, where breakfast is served, which facilities are included and whether the room has an adjoining door before booking."

"Train your employees. They ruin everything good that the hotel DOES have."

"We arrived in the afternoon freezing and raining, the lady at the reception did not open the door until she wanted (about 15 minutes) was very rude to my wife. Be careful with your staff, it ruins the whole vacation."