Palazzo Roma - the Leading Hotels of the World

I can't say enough great stuff about this hotel. Our room was big and fabulous. The service was great. The breakfast each morning was awesome. The location is right in the middle of everything and you can walk to practically everything. It is one of the better hotels I have ever stayed at and I have stayed at great hotels.

This is one of the most beautiful hotels I have ever visited. The rooms are large and luxurious. The Palazzo has retained its history / art but has a modern twist. All staff are very helpful and breakfast was delicious. Very central - walking distance from Trevi fountain. I will be back!

Whilst we were so excited to visit this hotel after reading all the reviews, I must warn travellers against Palazzo Roma. On arrival we were upgraded, which was lovely but we specifically asked if the room was quiet and assured it was. Sadly this wasn’t the case and we were woken at 6am (the room fronted onto the main road) to the noise of cars, rubbish collections and emergency vehicles. The next morning we asked to move rooms, which they did, and in entering the room we asked for the a/c to be turned down as the room temp was 26.6 degrees. We returned from dinner a few hours later and the temperature had risen to 26.8 degrees. We rang down to the reception staff who tried to do their best but admitted they had a problem with the air-conditioning and unable to control it. Theyd had an engineer out earlier that day and apparently they were unable to fix. At 11 pm the receptionist and my husband were touring multiple vacant rooms around the hotel trying to find one that was cool enough for us to sleep in. They couldn’t find one so we had to stay where we were, not getting to bed until gone midnight. The next morning we spoke to Riccado who was the duty manager. He apologised, admitted there were issues with the system and that he would try to resolve it during the day and find us another room. Riccado also assured us they would sort the bill at check out. Suffice to say we had 3 rooms over a 4 night period, weren’t able to physically unpack for our entire stay, and also had issues with breakfast with cold food and coffees that we had to send back. None of this is acceptable for a 5 star hotel. Upon check out, we spent 30 mins arguing as they refused to deal with the bill despite earlier assurances from Riccardo, who was nowhere to be seen, the other manager apparently in India and uncontactable. Through fear of missing our flight we gave them our contact details and asked them to contact us when a manager with the ability to resolve was able to speak to us. No one contacted us despite me emailing twice in the week to try and resolve and today we see they have simply deducted the amount for the stay without any further discussion. This is the most shameful level of customer experience that we have had in a long time and certainly not something I would expect from a hotel that prides itself on five stars and is allegedly one of the Leading Hotels of the World. Total incompetence on every level, they have taken money from us without authorisation and not delivered on a promised level of service. Stay clear would be my advice