Harry's Bar & Restaurant Rome - Trevi Fountain — Hotel in Rome

Five Star that should be a Three Star

First of all, I'd like to state that we stayed in "The Annex". It's essentially another building across the street. It's the furthest thing from a Five Star Hotel. I have attached pictures below. There's trash everywhere outside, no where does it say even the hotel name, the hallways have never been painted and have 30 year old carpet, it smells like smoke 24 hours per day, and has nothing to do with the hotel. I don't know how they can even market it as part of the hotel.

All this said, this is not the center of frustration. I booked the hotel 14 months in advance of the Ryder Cup. I booked their most expensive Suite to splurge for a once-in-a-lifetime trip. That booking was made August 4th of 2022. It was the Jet Tub Suite with Balcony and about 550 sq ft - an absolutely huge room by Roman hotel standards.

The oddness started to happen this July. I got a notification from Expedia that the hotel had rejected my card. If I didn't call immediately, my room would be canceled. I panicked and immediately called Expedia. After hours on the call with the hotel and Expedia, Expedia said they couldn't fix the processing issue at the hotel. They had no idea what was going on even while working with the hotel. Expedia noted how odd is was as it's the standing card I have on file for all of my bookings. The hotel recommended Expedia cancel the booking and then book directly with the hotel. I told Expedia not to cancel as I didn't want to lose this room that I booked a year earlier. Expedia agreed to hand the case over to the hotel and not collect their fees (which I've also never seen).

The hotel. I spent probably six or seven calls totaling more than several hours working with Alessandro. He said I would not lose my room and he would cancel from his side. He canceled the room and gave me a discount for booking direct. I didn't ask for one. He just simply offered it for not using a booking engine.

Fast forward to last week, I check-in and am given this "Jr. Suite - Annex" as opposed to their most expensive suite with a Balcony, Jetted Tub, and 550 sq ft. I have a conversation with the front desk and he said please wait. I need to do my research. After an hour, he won't listen to me and only shows his side of the case. His "proof" only goes back to the cancellation, which was started on his side, and completely ignores the prior 12 months of evidence and the original booking. I continually show him and he finally admits "something happened". He says he will talk to his Manager and make it right. After four days, they never did a thing.

Summary: The Annex is garbage. I can't believe they market it as a hotel. And, I got the old "bait and switch" on rooms. If you somehow you get the Annex, just simply spend your money someplace else. It wouldn't even pass for a basic AirBnb that you pay 600 euros per night for. The hotel needs to interact better and do something in...

Where do I begin? Our first experience in Rome started off quite unexpectedly. We had a chaotic start and had to quickly find a new hotel. Luckily, Franseco came to our aid. Despite it being 7pm and our journey in Rome not going well, he managed to secure a room for a few hours until we could check in. From that point forward, the service was exceptional. The staff provided us with great restaurant recommendations and were incredibly knowledgeable and friendly. We couldn't find any faults with the staff or the hotel itself. The room had all the amenities we needed and more, including wonderful showers. The location was superb, especially when we needed to quickly return to freshen up before heading out again.

Breakfast was a delightful experience, with a well-arranged spread. They made cooked-to-order eggs, pancakes, and waffles that were fresh and delicious. The staff members were welcoming and friendly. The only thing we felt was missing was a pool, but considering the location, it seemed understandable that there wasn't space for one. On the bright side, there was a rooftop garden where we could enjoy lovely drinks and food while overlooking the Trevi Fountain. A heartfelt thank you to the entire staff for their warm welcome, turning our first time in Rome into a truly...

Unfortunately I have not had a great experience since checking in.. I booked a room for 1 night and when I got to the hotel at about noon they checked me in and when I got to my room it was right next to the elevator which is a big no for me as I am a very light sleeper, I requested to have my room changed and they refused because supposedly they were fully booked and all of the reservations for the day had arrived that they could give me a refund if I did not want to stay in the room. As I was on a phone call with expedia shortly after I witnessed another couple being checked in so I asked to speak to manager and they said there was no manager on the weekends so I never got the opportunity to speak to a higher authority not even thru the phone. I havent been offered anything to make things better just a refund which in this case serves me for nothing as now I can't find a room so last minute anywhere near by. This is my first time in Rome and my first solo trip days before my birthday and so far the experience has not even been half as I thought...