I rarely leave negative reviews, but this experience was extremely disappointing.
We booked our room months in advance, yet upon arrival late at night we were given a very small room with a fold-out bed instead of a proper bed. The space was so tight that it felt claustrophobic and uncomfortable.
When I went to the front desk to address the issue, the staff was dismissive and unhelpful. I was told there was nothing they could do, even if I spoke to the manager. The way I was spoken to was particularly unprofessional and upsetting.
The bathroom condition was unacceptable. It was clearly not properly cleaned or maintained — with visible stains, worn surfaces, and signs of long-term neglect (see attached photos).
To make matters worse, there was an extremely strong artificial fragrance in the room. It was so overpowering that it caused discomfort and headaches, and I had to keep the window open in cold weather just to breathe. It honestly felt like an attempt to mask underlying cleanliness issues rather than address them.
In addition, we were charged €135 on site as “city tax,” which seemed unusually high compared to standard rates in Rome. This added further concern about transparency and fairness.
Being told to “stay the night and check tomorrow” is not an acceptable solution when a reservation was made well in advance.
Although a larger room was offered the next day, the overall experience and the way we were treated led us to leave the hotel entirely.
