Best Western Plus Hotel Universo

We chose the hotel because of the proximity to the train station which made it easy going to and from the airport. It was also within walking distance of other area attractions. The hotel followed Covid protocols and the people at the desk were helpful. less

My husband and I only stayed one night at this property as our original trip was to Florence, but our flight home was out of Rome. However, I am planning to return to Rome with family next year and our experience has put this property at the top of our list for that next trip. This is far and away the nicest Best Western I have experienced. It is a quick walk from Termini Station and the rooms are very nice and very reasonably-priced. The whole property was sparklingly clean and our Jr Suite well-appointed, with comfortable beds, a lovely balcony and - my favorite - a spacious showers with fantastic water pressure and big, fluffy towels. The only thing missing was a robe and slippers. However, the best part of our stay was the staff. They were warm and welcoming from the moment we stepped foot in the lobby. Marco at the front desk was particularly helpful and charming. We look forward to returning in the future. less

I hate writing bad reviews, but I had an awful experience at Best Western Universo this october, since multiple blunders were made on their part throughout my stay. First of all, after checking into my room I found that the shower was filthy with soap, dirt, and scratches. Not having enough time to move rooms, I cleaned it myself and went out to lunch. Then, after coming back, I found another person's luggage sitting in my room- the hotel staff had entered my room without my permission and dropped off someone else's belongings! I called the front desk and they sent someone up to retrieve them. I tried to ask what had happened but there was a language barrier so I gave up. I went down to the front desk to complain that night and the concierge said there was nothing he could do but I could come back in the morning to speak with the manager (as if it was up to me to remediate their mistakes). The next day while in the room, I received a call from the front desk where someone was muttering unintelligibly. I tried asking many times what they were saying, but they clearly couldn't understand me and kept yammering away. I think they were probably calling about room service, but it was sketchy because of the lack of communication and that we had a "do not disturb" sign on our door. Very odd. Went down again to talk to the manager that night and no one was in, yet again. Finally spoke to the manager on the last day and while he did sit down with me, he also tried to turn the situation around on me saying I hadn't given enough notice on this situation or he would have fixed it sooner (not true, as I had gone to the desk several times at this point). I said a voucher for a future stay wasn't acceptable as I didn't want to stay at the hotel again. He said he'd talk with his higher ups and work through a solution with me, giving me his email. Then I reached out again a week later asking for an update and he said a voucher was all he was going to do as that was their policy (so he lied to me about finding an alternate solution). I tried again to explain to him why this wasn't suitable but he would not budge. I gave plenty of opportunities to BW and the manager Martin to fix this but they have failed every step of the way, hence this review. less

Overall a clean and spacious (by Rome standards) hotel close to transportation. Hotel staff was very friendly and helpful. Colloseum is about a 20 minute walk. Lots of food and drink around the hotel. less

Absolutely disgusted with the treatment by Martin Pirnokov one of your staff. I had originally booked to stay in this hotel on my European honeymoon from Australia in June 2020. Of course the pandemic broke put and the Australian borders closed (and are still closed) for international travel. I contacted the hotel to cancel the reservation and recieve a refund and was told I could only recieve a credit voucher and was offered 2 years on this. I then advised that I would prefer a refund as I do not know when I can travel again considering the situation in Australia to then be issued with a credit voucher from Martin for 1 year!? What do you mean? You offer 2 years and then issue one. I left it at that since then the voucher has obviously expired. I contacted the hotel 2 months ago to request a refund as the voucher had expired and I am still unable to leave my country and was not responded to for 2 months, I followed up again to find out what was happening with my refund to be responded to again by Martin telling me the situation was getting better in Italy and all I required was a vaccination and he could extend for a further 6 months. . . So what if I don't have a vaccination? Will you refund my money then? I advised Martin I am still unable to leave my country as the Australian borders are closed, the flight from Australia to Italy is 22 hours and can't just be rescheduled at the drop of a hat also without reprocussion trying to return to Australia with hotel quarantine periods required. I am also 8 months pregnant and will not be travelling with a 6 month old baby as suggested by offering a 6 month extension. Martin has now suggested i extend the voucher out the 6 months as he previously suggested and then extend again when that expires. I am sorry, but that is not acceptable, you are an international hotel chain and should be more considerate to guests personal situations. I can not leave my country to stay in your hotel. I would appreciate someone other than Martin contacting me about this situation to rectify respectively. Thank you. less