Palazzo Roma - The Leading Hotels of the World

A beautiful hotel on the outside, but unfortunately, what lies behind its elegant façade leaves a great deal to be desir

4.0

The room was clean, with a comfortable bed and a spacious bathroom. Breakfast was tasty, and the hotel itself is beautiful and very well located.

− Unfortunately, there were several incidents involving the staff that made me feel extremely uncomfortable. During breakfast, I placed an order for both myself and my husband, as he is not comfortable speaking English. A member of staff then commented loudly, questioning whether I could really eat that much food. I found this highly inappropriate and embarrassing. Even if I had been ordering everything for myself, it is simply not a staff member’s place to comment on how much a guest chooses to eat. However, the most unpleasant experience occurred during check-out. I left the hotel with my suitcase before my husband because I was not feeling well and wanted a little time to myself. My husband was still in our room and was going to handle the check-out. Shortly afterwards, a security guard came rushing after me into the street, demanding that I return to the hotel because I supposedly had an outstanding payment. This was not true. Our accommodation had been prepaid, and we had also provided a deposit. I explained that my husband was still at the hotel and would be completing the check-out, and asked the guard to leave me alone. When we later returned to collect the rest of our luggage, I raised the issue with the staff. Surprisingly, the security guard then claimed that his English was not good enough to discuss the matter, while the receptionist simply defended his behaviour instead of acknowledging how inappropriate the situation had been. I explained that being chased down the street and publicly confronted over an alleged unpaid bill made me feel as though I was being treated like a thief. It was humiliating and entirely unnecessary. I cannot know what assumptions were made about me, but the experience left me questioning whether I had been judged based on my appearance. No guest should be made to feel that they need to prove their financial standing or justify their presence at a hotel where they are staying.

Guest review

10.0

The location The stuff The room Also Oliver is doing a great job

Guest review

9.0

− Muito escuro. Luz sempre ligada mesmo em local com janelas. Paredes muito escuras

From the very first, Oliver and all the staff were exceptionally helpful. The hotel itself is so central and beautiful

10.0

The decor and the helpful staff

− nothing i loved everything

Guest review

10.0

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