"4 Star Italian Standard???
My husband and me were guests in the hotel 87 as a couple 9 years ago. We were happy and satisfied with this hotel and this is why we chose the hotel again for our family holidays in Rome.
We booked a quadrodouble room for 4 persons. This room was located in a seperate building to the hotel. This building is a pure construction area where in every floor renovation works are ongoing (except the floor which is used by the hotel for rooms like the one we booked).
I have never seen anything like this and we are really wondering how it can be that a hotel is allowed to host guests in such a building - even from a public authority or fire safety related perspective (e.g. insulation wool in several floors were construction / renovation works are ongoing, dust development in the vestibule, flickering exposure in the entry area etc.).
In the room itself:
- there was mold in the bathroom on the ceiling,
- The shower head is dripping
- the toilet seat and the toilet paper holder were not assemled properly
- sticky and improperly cleaned bathroom fixtures are not up to four-star standards.
- the controller for the TV was fixed with a tape for ensuring that the batteries will not fall out of the bracket because the cover was missing
- No wardrobe lighting available, loose wires are sticking out, and only 5 hangers provided for 4 people for a 4-day stay
- All the USB charging ports on the beds are completely destroyed and therefore unusable.
- the safe instructions were not readable anymore and the safe alarm started when initiating a new code without any change to stop the alarm.
After requesting if it is possible to get two double bed rooms in the main hotel building, we were told by the hotel manager that they are fully booked and he doesn't undertand our complains at all because the whole hotel and its facilities is clearly 4 Star Italian standard.
We have been in Italia over the last couple of decades at least 20 times, but we never experienced something like this. THIS IS CLEARLY NOT 4 STAR ITALIAN STANDARD.
After senseless discussions with the hotel and also with TUI as our tour operator which was not able to organize an alternative accomodation in another hotel, we organized a new hotel by ourselfs and left the hotel 87 after two nigts.
We are really sorry how this hotel developed. The breakfast is still good and a lot to choose for (e.g. fresh fruits like strawberries, melons etc). Also some employees in the hotel (bar / restaurant area) are really friendly and trying their best.
But in the end, it is not acceptable to book a 4 star hotel where the room is located in an abandoned construction site.
From the very beginning, we tried to engage with the staff in a solution-oriented manner. However, this did not seem to be the management's goal. We have visually documented all the conditions in full to meet the burden of proof. I also assume that the Italian authorities—similar to the Austrian ones—have strict regulations in place.
All we had hoped for was a fulfilling, relaxing holiday with our children in Rome. The fact that we were relegated to a construction site and expected to accept this without comment was not a customer-oriented approach."
