2/10 Poor
15 Aug 2022
I want to preface this by saying I have never left a bad review of a property ever, especially while traveling abroad. But the customer service at this hotel was so bad it left me physically shaking/ upset. I booked the Rome Art Hotel, we arrived and were taken to another hotel "Trevi Group Hotel" with no explanation (in hindsight it seems they overbooked the Art Hotel and brought us to the back up) which was fine for 1 night.
When we arrived the room smelled heavily of heavy duty cleaning supplies, had a run down interior, was dirty (hair in shower) and was not overall not very nice - but it was tolerable and we didn't want to complain because we just needed to crash before a flight out. The shower head did not work and we had to use the hand wand to shower, and the wifi kept cutting out. Tried to call the front desk 7 times with no answer that night and in the morning.
In the morning when I was checking out I tried to talk to the front desk agent "Sarah" - probably the worst hotel customer service representative I have ever encountered. She yelled at me repeatedly, did not apologize for the pretty extreme issues or offer any kind of explanation, and did not listen or attempt to rectify any of my concerns. (I was very calm and did not lose my cool or yell)
No way I can recommend this Hotel because of terrible service- if mgmt is reading this please discuss with the desk rep. on Aug 15 at 7:30am - she needs some serious service training
cali
cali, 1-night trip with friends
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