Six Senses Rome — Hotel in Rome

The staff at the hotel came across as indifferent and inattentive. Their enthusiasm and warmth felt surface level, and overall the service was tense and stiff across the restaurants, front desk, and spa. Something is clearly not running smoothly internally.||Ahead of time, I made multiple efforts through my travel advisor, the front desk, and the rooftop restaurant team to ensure they knew it was my mother’s 60th birthday. Unfortunately, there were no special options available such as cakes or decorations that could have enhanced the occasion, even though we would have happily paid for them. We appreciated the card and dessert left in our room, but for such a milestone celebration, and with room availability, a thoughtful room upgrade would have been meaningful.||At dinner, we were seated at the requested table with a lovely view, but the attention to detail ended there. Some lamps wrapped in plastic covers obstructed the scenery, and our server cut us off mid order, pressing us toward the set menus with attitude despite us already ordering à la carte. He walked away even though it was clear we wanted to order quickly before losing the sunset view. The pacing of courses was inconsistent, and we repeatedly had to flag down staff just to get water. While the food was inventive, execution varied. One entrée, for example, contained seaweed that was inedible due to oversalting.||Service throughout dinner was uncomfortable. A server tried to clear our dishes before we were finished. When we asked to keep one entrée, he removed all our silverware instead. This was particularly strange as multiple servers stood chatting at the bar nearby, which made us feel both ignored and scrutinized. Staff should be reminded that watching guests while casually talking with colleagues can easily be misinterpreted as commentary on the guests themselves. Even the dessert we ordered arrived without a candle, which was the bare minimum we expected after notifying the property of the birthday in nearly every way possible.||Finally, we asked for the dinner bill and were left waiting twenty minutes before it was brought to us.||Our favorite property is Six Senses Laamu, where the staff review notes from previous stays to enhance the experience, including personalized recommendations. Here, by contrast, we were asked the same questions multiple times, such as whether we had stayed at a Six Senses before, even though those details were in our reservation notes. This is not the Six Senses service standard we...

The staff at the hotel came across as indifferent and inattentive. Their enthusiasm and warmth felt surface level, and overall the service was tense and stiff across the restaurants, front desk, and spa. Something is clearly not running smoothly internally.

Ahead of time, I made multiple efforts through my travel advisor, the front desk, and the rooftop restaurant team to ensure they knew it was my mother’s 60th birthday. Unfortunately, there were no special options available such as cakes or decorations that could have enhanced the occasion, even though we would have happily paid for them. We appreciated the card and dessert left in our room, but for such a milestone celebration, and with room availability, a thoughtful room upgrade would have been meaningful.

At dinner, we were seated at the requested table with a lovely view, but the attention to detail ended there. Some lamps wrapped in plastic covers obstructed the scenery, and our server cut us off mid order, pressing us toward the set menus with attitude despite us already ordering à la carte. He walked away even though it was clear we wanted to order quickly before losing the sunset view. The pacing of courses was inconsistent, and we repeatedly had to flag down staff just to get water. While the food was inventive, execution varied. One entrée, for example, contained seaweed that was inedible due to oversalting.

Service throughout dinner was uncomfortable. A server tried to clear our dishes before we were finished. When we asked to keep one entrée, he removed all our silverware instead. This was particularly strange as multiple servers stood chatting at the bar nearby, which made us feel both ignored and scrutinized. Staff should be reminded that watching guests while casually talking with colleagues can easily be misinterpreted as commentary on the guests themselves. Even the dessert we ordered arrived without a candle, which was the bare minimum we expected after notifying the property of the birthday in nearly every way possible.

Finally, we asked for the dinner bill and were left waiting twenty minutes before it was brought to us.

Our favorite property is Six Senses Laamu, where the staff review notes from previous stays to enhance the experience, including personalized recommendations. Here, by contrast, we were asked the same questions multiple times, such as whether we had stayed at a Six Senses before, even though those details were in our reservation notes. This is not the Six Senses service standard we...

On the 2nd night of our stay, a Cartier bracelet was stolen from a jewelry box in the room. While the hotel staff expressed surprise that such an incident could occur in a five-star establishment, they showed little genuine concern and no real interest in investigating the matter or finding a resolution. Shockingly, the hotel refused to review or share the security footage, which would have been the most logical step—especially considering that room access is controlled and recorded via key cards and there were no signs of forced entry.||||The only action taken by the hotel was for the Assistant Front Desk Manager to accompany us to the police station to file a report. Beyond this, the hotel showed little initiative or care. Our direct message to the Hotel Director remained unanswered, and no meaningful effort was made to investigate the theft or provide compensation. The circumstances of the incident strongly suggest the possibility of an inside job, which makes the lack of follow-up even more alarming.||||What’s even more upsetting is the fact that we felt unsafe in our own room—something one should never experience in a five-star hotel of this category. At no point did the hotel management make us feel that they were genuinely committed to addressing the situation or making it right.||||As for the concierge team, while they appeared generally well-intentioned, the level of service did not meet the standards expected of a hotel in this category. ||||During our stay—coinciding with the ATP tennis tournament in Rome—we expressed interest in attending a match. ||The concierge informed us that tickets were sold out, which turned out to be untrue. Tickets were in fact readily available through various online platforms, and it would have been a basic expectation for the concierge to assist with such arrangements. ||||Additionally, multiple reservations were mishandled, made under the wrong names, or entirely forgotten. On one occasion, we arrived at a rooftop bar only to find that our reservation had never been made. The team was often unable to assist with other straightforward requests as well.||||All in all, our experience was far from what one should expect from a luxury hotel of this level. I cannot recommend this property and strongly advise future guests to proceed...