White Vatican — Hotel in Rome

DO NOT STAY HERE! Me and my friends (10 girls ages 18-22) booked 3 rooms here as one apartment. Upon arrival we found bugs in every single room. They were on the beds, curtains, headboards, and walls. When I messaged reception about this, he told me not to lie about bugs being in every room. He then offered an alternate room for the night that would only sleep 4 people. I told him there were 10 of us and so we would need more rooms than that. He said that one room was the only one available and that we could get new rooms in the morning. This was unacceptable because it was between midnight and 1 am and we now had no clean rooms to sleep in while being young girls in a foreign country. When I contacted the manager, it was clear that he was at a party or in a club. I could hear music and people talking in the background. He insisted that there was nothing he could do for us and when I asked for a refund he stated that the “usual procedure” would mean filing for a refund through booking.com and then he would look at it in the morning. He told me that “if you have enough money to be in Italy, you have enough money to buy another hotel”. When I repeated that this wouldn’t work because there were 10 girls now without a place to sleep at 1 am, he hung up on me. My group had to go find and pay for another hotel in the middle of the night. We were out on the streets trying to find somewhere to stay for over an hour. The next day I filed for a refund through booking.com and the hotel assured me that I would get one. I had videos of the bugs in the room complete with room numbers, a video of us on the phone with the manager, and a video of us checking out of the hotel. I found out that the hotel told booking.com that we were a “no-show” and refused to give us a refund. I explained the situation to booking.com and sent them all the proof that I had, including screenshots of my conversations with the hotel the night we found the bugs and the next morning when they said I would get a refund. After that the hotel ghosted me. I texted and called for 2 days after that and they didn’t respond. They still have yet to respond for me and booking.com has informed me that they refuse to give us a refund. DO NOT STAY HERE! They have bugs, refused to refund us when they couldn’t accommodate us because of the bugs, and have stopped contacting me regarding refunds. I would avoid this hotel...

My husband and I traveled to Europe, South America, and Turkey from March 2023 to June 2024, staying in 39 hotels in total. I recently comment 9 of these hotels. I have given good reviews to 8 hotels, and the 9th hotel, White Vatican, is the only one that has been given a bad review. We stayed in this hotel for 6 days in April 2023 and felt very bad. On the first night we arrived at the hotel and found that the room was very small, less than 10 square meters, and our two suitcases could not be opened and flat, it is impossible for two people to pass by the bed at the same time, but the room we booked was 16 square meters. We immediately complained to the front desk staff, who said that he could not contact the owner. We returned to the hotel on the second night, and the front desk staff still said that he could not contact the owner. On the third night we returned to the hotel and found that a new front desk staff member had been replaced, and he said he knew nothing. On the fourth day we returned to the hotel, and the front desk staff said that the boss replied that there was no large room for us to change, and if you are not satisfied, you can leave and refund you two days' room fee. Because we have made appointments to visit many museums and attractions, there is no time to change to other hotels, so we can only continue to stay in this hotel for the remaining two days. During this time, no one came to clean the room, change the towels, or empty the trash can. The name of the hotel sounds good, but it is actually some rooms in an apartment building. The corridor is very narrow and there are garbage bags and mattresses piled up. There are only two small tables in the room, and electrical plugs are loose. The bathroom facilities are extremely simple, and there is no place to put toothbrushes and toothpaste. The shower room is very small, with only a faucet fixed high, making it difficult to bathe... We went out to see the beautiful Rome during the day, but when we returned to the hotel at night, there were inconveniences everywhere. It felt terrible. See the pictures I took to see how awful this hotel was. Don't be deceived when you...

AVOID THIS PLACE!!! When we arrived at White Vatican, we were sent to Vatican Heart (room 3) at another address which was inconvenient and meant we had to carry our luggage a further distance. The Vatican Heart room is nothing close to the pictures that are featured on Booking.com; that confirmed our the room that was reserved for us. We were supposed to get a 150 square meter room as per confirmation, the room we got was maybe 20 square meters. The mirror in the bathroom was cracked, the light fitting was also missing. The towels are stained and worn out. The cupboard mirror in the entrance was also cracked. The clothes hanger hooks near the door were loose and couldn't hold clothes and one hook was missing. The walls to the room were filthy. The WIFI did not work at all, even though we used the correct password. The common kitchen area is extremely small, used laundry was hidden behind a curtain and the fridge had a bad odour. My partner was bitten by bed bugs. We left earlier than expected as the room was unpleasant to be in and spoilt our experience. We rather opted to be at the airport the night before than stay there any longer. We WOULDN'T recommend White Vatican at all... It was a waste of hard earned money. WE HAVE PHOTOGRAPHS AS PROOF. We are extremely disappointed and hope that a fair refund will be made.... BUT BY THE REVIEWS ,ALL THAT HAPPENS IS THAT WHITE VATICAN'S OWNER TAKES NO RESPONSIBILITY AND GETS DEFENSIVE. BY NOW BOOKING.COM SHOULD REMOVE WHITE VATICAN FROM...