Relais la Maison — Hotel in Rome

This place was horrible, they did not care about us whatsoever and tried blaming us and lied to us about something that was their mistake. We booked this hotel with two weeks before our trip, and we stated we were arriving late because our train was going to arrive late. When we got to the place, it was CLOSED, with a sticky note outside. The sticky note said that they waited for us all day, and they closed, to give them a call. When I called, the receptionist Antonio, was so rude and said he was at home already and we were going to have to find a place for the night on our own. It was 12 at midnight, we were in a town we had NEVER been at before, knowing little to no Italian, in a street filled with homeless people. We told him we stated we were arriving late, and that's when he lied and said he messaged us days before our booking to tell us they didn't accept late arrivals, and that he also tried calling. Since I was on my way to Rome, the calls never went through, but once I had service it did show me some unanswered calls. Thus, he called THE DAY of our trip at 2PM and he messaged us THE DAY of our trip at 2PM. THE DAY of our trip, and that late, how could he expect us to get any of this or book another hotel before our arrival? He didn't try contacting us AT All until THE DAY of our trip. I was in the middle of the street almost in tears, scared, and basically with our trip ruined. I asked to speak to the owner, which he did give me his number. The owner was respectful and nice, and he helped us find a hotel. It seem as if the owner didn't live there and he did apologize for Antonio not wanting to come open up for us. The next day when we checked into this hotel, Antonio received us, he pretended as if what happened the night before was not a big deal, and as if it was such a joke. He laughed, and he never once apologized for not coming to open, he only kept saying that he tried calling us, again trying to blame us. Hence, none of this was even remotely funny to us, and this ruined our experience, we got bit by bed bugs from the other hotel, we were tired, and to come to this hotel for him to think it was so funny, it was just a horrible experience.

I have to say, the rooms were nice and comfortable, but if you end up booking, do not check in late. They will NOT wait for you, or arrange something. The owner luckily was able to help us out, but Antonio lied, mocked us, and was completely careless about our safety, or our stay. That's all I have to say, and I am not someone who likes to complain, and I am a great guest, but this is was so mean and rude, that I had to...

My husband and I stayed in a room that had an ant infestation. It was not just a single ant, it was a lot. We went to the front desk and told the receptionist about the issue. She came into our room and looked at it her self and said that this was gross and that she would get someone to come and clean it up. The housekeeper came into the room and saw the ants and said all he could do was vacum the ants up and that’s all. Even he looked disgusted. He did vacuum the ants up, but when we returned to the room, that didn’t fix the problem. They just seemed to multiply. On our last day we went to the front desk to confirm our taxi ride to the airport and told the receptionist that the problem wasn’t resolved and she just looked at us and said the taxi is confirmed and that’s all. She knew we were upset because we told her and she ignored us. The next morning we woke up with ants in the bed and bites all over our bodies. This is absolutely disgusting. We tried to get another hotel room for the last two nights and it seemed like everywhere we called they were all booked up. It’s really disappointing that this situation was dealt with like this. I ended up emailing the manager Guglielmo about it, and he played dumb as if he had no idea what was going on. He then told us that we were going to get reimbursed for two nights. I have waited for weeks and still haven’t seen a reimbursement. He’s nothing but a liar and wants to make his business look like it’s this wonderful thing, but it’s nothing but a disgusting hotel. I wish we would’ve called the health inspector instead of complaining to him. Maybe they would’ve taken it more seriously. Do not recommend this hotel for anyone staying in Rome. It might be at a good location, but it’s old, outdated and absolutely...

My husband and I stayed in a room that had an ant infestation. It was not just a single ant, it was a lot. We went to the front desk and told the receptionist about the issue. She came into our room and looked at it her self and said that this was gross and that she would get someone to come and clean it up. The housekeeper came into the room and saw the ants and said all he could do was vacum the ants up and that’s all. Even he looked disgusted. He did vacuum the ants up, but when we returned to the room, that didn’t fix the problem. They just seemed to multiply. On our last day we went to the front desk to confirm our taxi ride to the airport and told the receptionist that the problem wasn’t resolved and she just looked at us and said the taxi is confirmed and that’s all. She knew we were upset because we told her and she ignored us. The next morning we woke up with ants in the bed and bites all over our bodies. This is absolutely disgusting. We tried to get another hotel room for the last two nights and it seemed like everywhere we called they were all booked up. It’s really disappointing that this situation was dealt with like this. I ended up emailing the manager Guglielmo about it, and he played dumb as if he had no idea what was going on. He then told us that we were going to get reimbursed for two nights. I have waited for weeks and still haven’t seen a reimbursement. He’s nothing but a liar and wants to make his business look like it’s this wonderful thing, but it’s nothing but a disgusting hotel. I wish we would’ve called the health inspector instead of complaining to him. Maybe they would’ve taken it more seriously. Do not recommend this hotel for anyone staying in Rome. It might be at a good location, but it’s old, outdated and absolutely...