Holiday Inn Rome - Eur Parco Dei Medici by IHG — Hotel in Rome

This hotel is simply a scam, I never experienced something like this in my life.

This is the first negative review that I have left for a chain hotel, in my life. The hotel should simply be demolished and rebuilt. It's a 50 yo structure that has been acquired, rebranded and made part of the IHG group, without receiving a proper upgrade - that I strongly doubt will ever happen, given the high occupancy rate. Overall the soundproofing is zero: walls/doors/windows are thin, making sleeping impossible at any time of the day or night. You will simply hear any noise, any chat in the corridor, any person knocking on someone else's door.

I found the bed small (queen size, in 2023 I'm expecting a King) and uncomfortable - and this is the worst part I'd say. They say it's one of the approved suppliers of the group; to be frank, I'm an IHG diamond member and I never encountered such an uncomfortable bed in a holiday inn. The toilet is old, nothing is well kept. I was surprised by the smell of mold/dirt in the corridor on the 6th floor.

Cherry on the cake, they charge hotel guests 7€ per day for the carpark: I find it unreasonable as there is no parking option elsewhere, it's just a thief.

After a night spent waking up continuously all night long, the next morning I complained at the front desk. I clearly stated that I would have not paid for the parking and the staff waived it. I requested a call back from the GM and promptly Ms Roberta, in charge of the guest relationship and communication, called me back; we had a long conversation and I really appreciated her attention and all the front desk's staff effort. I'm sorry for them as they have to listen everyday to complaints of so many unhappy guests that face the same issues as me.

I really want to stress that the staff of the hotel is really professional, I've seen them working long hours and managing complaints in a very patient, positive and professional way. And Ms Roberta too, she really cared about my feedback. I wish better working conditions for all of them, as it must be really exhausting to go to work knowing that unhappy customers will complain in person or online.

The only expectation that I had and wasn't met, was a partial refund of my points. It was not promised but Ms Roberta told me she would have tried to get it for me, after speaking with the GM. After more than a week nothing happened and this is a pity, because a property that is well known to be not up to standard shouldn't charge its guests so expensive rates.

I take this part really seriously, as the current rate per night at my booking time was 270 € or 47k points. "Luckily" I just wasted the points, that by the way would have allowed me 5 nights in the Intercontinental in Kuala Lumpur, a 5 star hotel where there is definitely an incomparable attention to the customers and a way better offer in terms of rooms and facilities.

This is a rip, as the problems of the hotel are well known and evident. Customers are basically victims of a fraud or a scam: when visiting a IHG hotel I book with the eyes closed, as I'm assuming that the standard is kept around the world.

To be frank, I'm seriously thinking of engaging a lawyer and asking for compensation.

Despite the hotel owner demonstrating not to be professional, by running the hotel without upgrading it, in my opinion the responsibility is of IHG: as a chain, they should have checked the hotel's standard and not allow it to be part of the group. I really don't understand why this "overlooking" has happened and I will write to them to ask for an explanation until they provide a...

1. On our arrival on June 21 we were disappointed when the shuttle service we requested & scheduled did not show up. The hotel receptionist told us the driver did not show up to work. So we took a cab per receptionist advise. Although the female receptionist offered to reimburse us, she made us negotiate the fare with cab driver in which I told her we don't want to argue with the driver, since we do not speak Italian. She eventually paid the full fare, but with some drama.
2. Our disappointment continued through dinner ehen the tomatoe cream soup we ordered was more of tomatoe puree with about 4 soft cheese balls a few crumbs of bread & a couple of basil leaves, no cream as advertised in the menu. The tomatoe soup was also way to tart. 🤯The carbonara looked good, but it seems the chef dropped the entire salt container in the pasta, it was so salty, I thought I wss drinking the entire Atlantic ocean and nearly had s heart attack.
3. The following day, June 22, our disappointment was redeemed by the male receptionist who looks like the actor Eric Bana. He went above his duty and helped us recover my camera lenses I left in the cab. Not only did he call the taxi company he was able to speak with the cab driver and retrieved my lenses. Kudos to this gentleman.
4. On our last night June 23, we again ate at the restaurant downstairs. Ciro our server was very delightful in recommending food from the menu; he was entertaining & has the right balance of suggesting without being too pushy. The tomatoe soup he recommended was 1000% better than the first night. It had all the right ingredients & it was what we expected of a great tomatoe cream soup. The sea bass was also deliciously fresh and tasty. What happened HHG, did you hire a new chef? Even the margherita pizza was oguests, such as delivering a bucket of ice without service fees. The ice machine Holiday INN in Rome on the 3rd floor was inoperable and the machine on the 5th floor was non-existent, as directed by the front desk.
5. Breakfast was fantastic, hot food, wonderful selection of breads, meats, and fruits, juices & brand coffee.🤙😁
6. Our room was presentable, clean, spacious and well lit. Beds are comfy, however, the T.V. DOES NOT WORK in our room.
7. Although it was stated that there is no refrigerator in some of their rooms, I find this inexcusable, since all the Holiday INN we/I have stayed has a refrigerator that works & a microwave oven. Many of your older clients bring their medications with them, many require refrigeration. I wss told I could store my meds in the receptionust refrigerator. I feel this is inappropriate due to patient & guest PRIVACY. Am I suppose to go to the front desk in the middle of the night to take my prescribed dose? Your policies needs to be in line with the times and not excuses as I have read in many of this hotel's client reviews. Management perhaps needs to take a visit to the Philippine & U.S. to evaluate how this Holiday INN operates. Ohh, and an upgrade of the parking lot signs, design to help guests navigate the parking lot a lot more easier, esp. at night. The parking lot view & arrangement gives an initial bad impression of this HHG to guests travelling by...

Where do I begin? Before we arrived to Rome I emailed the concierge to find out about possible upgrades and if they provided a shuttle service to and from the airport. I recieved the schedule, however once we finally retrieved our luggage and got through customs we realized that we missed the shuttle and the next one wouldn’t be for at least 1.5hours. Traveling with my wife and our 4 year old I decided to pay the forty euros for a taxi. Upon checking in, we were told that even though I have spire elite status, since we booked with a third party, I would not be able to earn stay points, welcome points, upgrades, or any type of welcome amenity. We weren’t too happy but its vacation so instead of arguing we went with the flow and received our room keys and headed up to our room. We were told that our room was recently renovated but it had more of a rundown motel feel. Not what I’ve come to expect from the IHG chain. The room did not have a fridge nor a safe which meant that we had to keep our valubales and passports on our persons at all times. We were told that they do not provide small fridges however we can get ice on the 6th or 2nd floor. I went to both floors to get ice only to find out that both machines were broken. I went to the front desk and I was given an attitude and told to get ice from the bar. (This was repeated for the first few days, the machines were fixed on our 4th day). Our AC in the room did not blow cold air whatsoever, so we opened the window to let a breeze flow into our room. In the morning we woke up with bugs on our ceiling. Construction was going on into the late hours of the night, and since the walls were paper thin we were able to hear EVERYTHING our neighbors were doing and saying. The water pressure was terrible and the water would intermittently go from cold to hot. Keep in mind that there aren’t ANY places to eat within walking distance besides the hotels room service. Even though our experience with this hotel were subpar (and we would not stay here again) there were a few pros. The metro was about a 10min walk which was convenient, and you can purchase train tickets directly from the front desk. Also the hotel is able to exchange up to one hundred dollars so you were able to have some euros. The hotel also provided free parking for those willing to rent a car. All in all if you would like a budget hotel that is close to the airport take...