A difficult start to a brief stay.
29/11/2016 Ellen P, Essex, Connecticut
We arrived at the hotel after dark, tired from our travels and eager to have some dinner and retire early to arise for our morning flight out of Rome. After checking in and receiving our room key, th... more
We arrived at the hotel after dark, tired from our travels and eager to have some dinner and retire early to arise for our morning flight out of Rome. After checking in and receiving our room key, the bellman put us on the elevator to our floor, and followed us on the next elevator with our luggage. When my husband and I got off of the elevator, we noticed that our room was in view. The problem was that the door was open, and we saw that it had definitely been left while in the process of being cleaned. The bellman apologized when he got to our floor, and called the desk, which designated another room for us. The bellman then took us to a second room. He opened the door, looked very shocked, and then closed the door quickly. (We did not see inside the room ourselves). He then called the desk a second time, and was directed to take us to a third room, which was satisfactory, but this disruption was very unsettling. We had dinner in the restaurant, which was fairly good, and left very early the next morning, without time to try the free breakfast. less
massimo c, Guest Relations Manager at BEST WESTERN Hotel Rome Airport, responded to this review
On behalf of our entire team, I would like to apologise for not exceeding your expectations. Your satisfaction is important to us and we will be using the feedback you gave us to implement improvements to ensure we offer a better experience for guests in the future.
We have already taken steps to scold the clerk on duty that created misunderstanding. Please be assured that we have taken every precaution lest a repeat of what happened.
Thank you for your feedback by which we can improve our services.
For us your opinion is really important.
I apologize again and I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience.