Hotel Mascagni — Hotel in Rome

During our recent stay at Hotel Mascagni in Rome (booked through Costco Travel), we experienced significant issues that made our visit extremely uncomfortable and disappointing. We stayed at the property for four nights, during which the hotel faced ongoing electrical and air conditioning problems that were never resolved, despite clear evidence of malfunction.||1. Frequent Power Outages and AC Failure||Throughout our stay, the electricity went out several times a day and night. Although the power would eventually return, the air conditioning units had to be manually reset each time. This caused multiple interruptions to our sleep, as we had to wake up repeatedly to turn the AC back on.||On the third night, the AC in our room failed entirely for over six hours. At 4:00 AM, we contacted the front desk, and a porter, Mr. Andres, was sent to investigate. He confirmed the AC was not working and acknowledged that the hotel was experiencing building-wide air conditioning issues. He offered us a temporary room with a king bed, but since we were traveling as a family of five with two reserved rooms, this meant that three of us still had to sleep in a room without AC.||One of our children requires refrigerated medication, which we were extremely concerned about, as the room’s temperature rose without working AC. Thankfully, the unit began functioning again by morning, but the risk and inconvenience were unacceptable.||2. Lack of Response and Accountability||The following morning, we visited the front desk to speak with a manager. A receptionist named Fedifica explained that the issue stemmed from a power overload on one side of the building, but when we asked to speak with the manager, we were told they were not on-site and that staff did not know when they would return.||This was deeply frustrating. Despite repeated disruptions over multiple nights, no effort was made to move us to a functioning room, no apology was extended, and no acknowledgment of the seriousness of the situation—especially considering our child’s medical needs.||3. Dismissive Customer Service||From the moment we checked in, we felt dismissed by the staff. When we asked standard questions like breakfast hours or the WiFi password, the receptionist simply repeatedly replied, “It’s all in the printout,” and made no effort to provide a welcoming or helpful experience. This set the tone for the stay.||4. Escalation to Costco Travel||After receiving no resolution from the hotel staff, we contacted Costco Travel, who were immediately receptive and concerned. They reached out to the hotel on our behalf, only to receive the same dismissive response. The hotel falsely claimed that only one night had experienced issues and even sent photos of a working thermostat to suggest that we were being dishonest.||This was incredibly insulting and unacceptable. As seasoned travelers and Platinum Bonvoy Marriott members, we have stayed in countless hotels worldwide, including three other Costco Travel properties on this same trip, and have never been accused of lying about an issue.||In fact, our children use sound machines to sleep, and each time the power went out, the sound machines also shut off—further validating our claims. Although we regret not documenting every instance, we did not anticipate such an unprofessional and defensive response from the hotel.||We did manage to take a video of the thermostat on the last day, showing how the system would shut down and require manual restarting when the power returned.||Hotel Mascagni’s complete lack of accountability, poor customer service, and false accusations reflect a standard far below the four stars that they proudly display in front of their property. We have stayed at extended stay properties with much better customer service.||*Note: This is a review of Hotel Mascagni and not Costco Travel. Costco Travel has been very responsive and receptive to our concerns and are working hard to find a resolution to the issues we dealt with...

During our recent stay at Hotel Mascagni in Rome (booked through Costco Travel), we experienced significant issues that made our visit extremely uncomfortable and disappointing. We stayed at the property for four nights, during which the hotel faced ongoing electrical and air conditioning problems that were never resolved, despite clear evidence of malfunction.

Frequent Power Outages and AC Failure

Throughout our stay, the electricity went out several times a day and night. Although the power would eventually return, the air conditioning units had to be manually reset each time. This caused multiple interruptions to our sleep, as we had to wake up repeatedly to turn the AC back on.

On the third night, the AC in our room failed entirely for over six hours. At 4:00 AM, we contacted the front desk, and a porter, Mr. Andres, was sent to investigate. He confirmed the AC was not working and acknowledged that the hotel was experiencing building-wide air conditioning issues. He offered us a temporary room with a king bed, but since we were traveling as a family of five with two reserved rooms, this meant that three of us still had to sleep in a room without AC.

One of our children requires refrigerated medication, which we were extremely concerned about, as the room’s temperature rose without working AC. Thankfully, the unit began functioning again by morning, but the risk and inconvenience were unacceptable.

Lack of Response and Accountability

The following morning, we visited the front desk to speak with a manager. A receptionist named Fedifica explained that the issue stemmed from a power overload on one side of the building, but when we asked to speak with the manager, we were told they were not on-site and that staff did not know when they would return.

This was deeply frustrating. Despite repeated disruptions over multiple nights, no effort was made to move us to a functioning room, no apology was extended, and no acknowledgment of the seriousness of the situation—especially considering our child’s medical needs.

Dismissive Customer Service

From the moment we checked in, we felt dismissed by the staff. When we asked standard questions like breakfast hours or the WiFi password, the receptionist simply repeatedly replied, “It’s all in the printout,” and made no effort to provide a welcoming or helpful experience. This set the tone for the stay.

Escalation to Costco Travel

After receiving no resolution from the hotel staff, we contacted Costco Travel, who were immediately receptive and concerned. They reached out to the hotel on our behalf, only to receive the same dismissive response. The hotel falsely claimed that only one night had experienced issues and even sent photos of a working thermostat to suggest that we were being dishonest.

This was incredibly insulting and unacceptable. As seasoned travelers and Platinum Bonvoy Marriott members, we have stayed in countless hotels worldwide, including three other Costco Travel properties on this same trip, and have never been accused of lying about an issue.

In fact, our children use sound machines to sleep, and each time the power went out, the sound machines also shut off—further validating our claims. Although we regret not documenting every instance, we did not anticipate such an unprofessional and defensive response from the hotel.

We did manage to take a video of the thermostat on the last day, showing how the system would shut down and require manual restarting when the power returned.

Hotel Mascagni’s complete lack of accountability, poor customer service, and false accusations reflect a standard far below the four stars that they proudly display in front of their property. We have stayed at extended stay properties with much better customer service.

*Note: This is a review of Hotel Mascagni and not Costco Travel. Costco Travel has been very responsive and receptive to our concerns and are working hard to find a resolution to the issues we dealt with...

Staying at this hotel comes with numerous drawbacks. The Classic room was very small for 3 people and dingy. While a room can be old, it doesn't have to be shoddy. Cleanliness is essential, and the bathroom's condition is disappointing. The tile grouts around the bathtub area are yellow, brown, or dull green in color. The hotel provided minimal toiletries: shower gel, hand soap, shampoo, 3 small boxes of vanity kits, and 3 shower caps. They skimp on necessities, offering no conditioner or lotion. While I do appreciate that the shampoo and shower gel and hand soap came in those large dispensers, they should have provided conditioners and lotion as well, which are standard in even lower rated hotels. I can't fathom how this can be a 4 star rated hotel when it is dirty, small, and lacking basic provisions. The additional toilet bowl is unnecessary and a waste of space. If this is meant to serve as a bidet or for water saving purposes, then it can be incorporated into a single toilet bowl. The room was so cramped for 3 people that there was no space between the additional bed(roll-away) and the regular bed. The only way to get onto the beds is to crawl from the bottom and work towards the top. There was also no space for your big luggage to be set down and opened without limiting movement. The small balcony was enveloped by extremely dirty balustrade, and the paint was chipping. The elevator at the hotel is incredibly small and has no ventilation. It can barely accommodate 3-4 people of medium built without any luggage. Depending on the size and number of luggage, only 1 to 2 people can be accommodated at a time. Any odor left by the previous occupant lingers, which is tolerable if it's pleasant. However, if the odor is foul, like the one we experienced, it becomes unpleasant.|Regarding the staff, the front desk barely smiled, except for that one young lady. They never appeared friendly and warm, always maintaining a straight face. During booking and upon arrival, we specifically requested a quiet room. However, we were given a room facing the street, where every car passed by almost every 7 seconds. How do I know this? Well, I was kept awake that night timing the interval between cars. So the following morning, we complained and asked to be moved to a quiet room. Although the staff took action, which was appreciated, it was a significant inconvenience to pack up when we should be out sightseeing already. The situation could have been avoided if the front desk had been more attentive to the preferences and needs of the travelers. |The cleaning staff didn't automatically replenish the toiletries. The shower gel and hand soap were below half of their respective containers upon our arrival. There was a stain on the front of the bathtub which was still left uncleaned even after supposed cleaning during our stay. While we were disappointed with the service from the staff mentioned above, the same cannot be said about their food attendants and porters. The former were courteous, especially the older lady, while the porters...