"Our experience at the Hotel Marco Polo wasn’t a great one. We stayed there June 9-11th, 2025. To begin with, they are located at the 3rd floor, and they only have 1 small, very old and dusty elevator that barely fits 2 people. The building is under construction so is very dusty. We paid $555 for 2 nights, and no breakfast was included. The room is newly renovated, but the AC unit wasn’t cooling so we spent 2 nights sleeping in a sauna pretty much. AC unit was kept at 25.6 or higher, we weren’t able to touch it. Seems like they control it. After our first night sleeping uncomfortable with the heat, we went to the reception to let them know the AC wasn’t cooling and that we couldn’t sleep all night because it was too hot. The hallway seemed cooler than the actual room. They advised they were going to fix it throughout the day. We went to explore the city early morning, and we came back to the room after dinner, so we spent all day out. When we got back to the hotel, Diego and Lucca at the reception said that they had “fixed” it and that all was good. Let me tell you, we spent the 2nd night (last night of our 18 days trip in Europe) not sleeping because it was very hot. We even had to open the windows, and it was still hot. Also, no way you can sleep with windows open in Rome if it’s the city that never sleeps. It was a very loud night since there is a restaurant on the first floor that closes late. All we heard all night was people laughing, talking loud, cars passing, glass noise, even some guy arguing with a another one, tables and chairs when they put them away. That’s totally what you don’t expect when you are paying $555 for 2 nights. We came all the way from USA to Rome to sleep with windows open and the AC not cooling, unreal. And to clarify, he did NOT supply an external cooling unit. One was suggested to be the remedy if the AC could not be fixed when we return from dinner, but Diego and Lucca assured to us that the AC was fixed and for us not to touch the thermostat. Which all they did was remove it from automatic, which means that I can’t control the temperature, and you maximized the fan speed to have air flow, so the temperature in the room never dropped. We live in the U.S., and we have no issues operating thermostats. Never again I would stay at this hotel, not even if it's for free. They didn’t even offer us to switch rooms or some sort of partial refunds for the inconvenience. Nothing was offered, just a simply “sorry”. Our experience in other hotels in Rome were great… AC was cooling, breakfast was great, and amazing staff service compared to the Hotel Marco Polo. Oh, and to top it off, we ran out of toilet paper, and we went to the reception to ask for some, Diego told Lucca to get us some, and he handled me some used toilet paper from previous guests. Which you know is not sanitary at all. Sorry, but you could’ve done better at treating your guests with a better solution and service. At least show that you care to assist us. So unprofessional and unethical from your part."
