Intown Luxury House, Rome

We stayed in this places for two nights. It already started bad with us not being able to reach the hotel with the provided email address / phone number. They provide a whole lot of incorrect information, which resulted in us standing on the street for an hour before we could enter the room.||However, it became even worse. In the second night there was a fire in the building next door. The ventilation blew a lot of the smoke into our room while we were sleeping. Fortunately, I woke up at one point, so we could get out and inform the fire brigade that was already there. Even though the hotel boasts to have smoke detectors, they don't exist (like many other advertised services). After speaking with the fire brigade, they went into the house and evacuated the other sleeping guests. We spent four hours standing on the streets before we could collect our stuff from a room that was still reeking of the fumes. ||In the meantime the owner of the hotel had arrived. She offered us another room that was less smokey, however, the door was broken, since the fire brigade forced it open during evacuation. We said that we didn't want to stay. I already had a sore throat from the fumes and I also didn't want to sleep behind a broken door. The owner arranged a transfer to a different hotel. In that course she also offered to include the breakfast and a transfer to the train station, since we were leaving the next morning and had very little time to sleep left. When I asked whether they would install smoke detectors after this experience, she was evasive and said the fire was not their fault. I fully agree with the fire not being here fault, but not having smoke detectors is, and it doesn't seem they are going to change that. All in all, she was friendly and tried to help, but I didn't like she was still not willing to install a 10 Euro item that would have prevented us from inhaling smoke for I don't know how long.||In the next morning we spoke to the manager Oshada (not the owner). He came up with all kind of excuses why they couldn't provide the offered transfer to the train station. In the end we arranged the transfer ourselves, because it was too annoying to deal with this guy. Oshada has already been rude upon arrival, claiming that we didn't inform them about our arrival time (which we did, and we could prove it). Also when I told him that the provided information (email, phone number, checkout time, ...) was incorrect, he didn't want to take action and just shrugged it off. According to him it was an issue of agoda / booking.com and not his responsibility.||All in all this was a horrible experience, and I am happy we didn't end up in a hospital or worse. A management promoting non-existing safety features and willing to risk the health of their clients, even after they see what can happen, is a disgrace.

We booked this place via Agoda. The hotel was advertised as having a 24 hour front desk, express check-in among others. A few days before our arrival we were contacted and asked about our arrival time. They said check-in is only between 14:00 and 15:00. We double checked on Agoda and actually found the same information hidden somewhere on the page. Maybe the 24 hour front desk they advertised is the furniture, though we didn't even see that.||We tried calling the hotel many times (morning, noon, evening) to align. Nobody ever picked up the phone, they only played annoying music costing us money for international calls. The email and webpage they provided doesn't exist anymore. We tried contacting them via Agoda, but didn't get a reply there either.||We arrived at the airport at 14:00 and decided to split up to get there on time. While I waited for our luggage, my wife rushed to the hotel and arrived before 15:00, but nobody was there. Fortunately, she encountered another guest that had a number of the host. He started to complain about us not answering to his queries regarding the arrival time instead of saying sorry. We had proof of all the failed communication attempts, so it was a ridiculous discussion.||The room itself was okay.||All in all we were disappointed about all the incorrect and misleading information that caused us a lot of trouble and stress (phone calls, double charges for airport transfer etc.).||Even small village hotels usually offer a means to get into rooms when there's no reception (key codes, key vaults) . I don't know why a hotel charging around 200€ per night can't offer any decent check-in experience and at the very least provide proper means of communication.

Centrally located, we enjoyed the fact that we didn't have to drive anywhere -except we cabbed to and from the airport. We believe, Intown Luxury Hotel was the first boutique hotel in the area. It is surrounded by shops and restaurants. Our reservation included breakfast, which we thoroughly enjoyed! Several different kinds of fruit, yummy croissants and rolls accompanied with thinly sliced meat & cheese, plus jam & butter, yogurt, muesli, warm hard boiled egg with Tea/coffee and juice. More than we could eat! ||All of this was great, but the BEST thing about this hotel is the STAFF! Martha, Kaiser, Oshada and the rest of the staff were fantastic!! They did everything possible to make our stay wonderful. We really appreciated their obvious effort to make sure we had a great experience. ||It's not a big hotel ...it's a "boutique hotel"...we had a deluxe room (not a lot of square footage) however, it was adequate, clean and had a jacuzzi tub!...it doesn't have a dining room, but that's what we enjoyed. Our breakfast was delivered to our room at our requested time and we relaxed and took time to enjoy the morning. Then we walked each day to different fabulous sites and to dinner (which the staff called and made reservations for us).We have already recommended Intown Luxery Hotel to our family & friends. We will definitely stay here next time we are in Roma.

We only stayed a night in the Intown Luxury House - but wished we had been able to stay all the time we were in Rome. Lovely rooms and excellent service. And Marta's amazing service continued even after we moved out to another apartment! She was in touch every day to see how we were. Recommended and booked us excellent restaurants. Made sure we had a car service when we needed one. I have always loved Italy and didn't think I could love it more! Thank you Marta!

Honestly, I’ve stayed in Motel 6’s that are nicer than this. Definitely nothing luxury about this place. Except maybe the name plaque out front. There is no parking anywhere close (2.5 km is the closest) so if you’re driving a car here this is not the place for you. If you do, make sure to pull up out front and unload luggage before finding a parking garage. We read reviews that the suites are nicer, but those are conveniently ’closed’ in the busiest summer season. When we booked, the reservation said check in on Sunday was between 9:30 am and 3 pm. We got 6 messages from the property 2 days before requesting the time we were going to arrive. Mind you I only had WiFi when I was at our hotel. When I said we would arrive in the afternoon, because we had a 3 hr drive to get here, I was told check in was at 11:30 am and any time after that would cost 60€. When I didn’t answer (again because I didn’t have WiFi at that time) I got a message that they wouldn’t charge for checkin after 11:30 but that I needed to tell them an exact time because they were only showing up to check us in. Ummm then change the check in times on the registration confirmation to reflect 11:30 am only. Just not a great first impression and def not impressed once we got here.

Horrible service by Marta told to wait outside like an animal when her cc machine after 5 cards swiped was not working properly on checking in . Room was ok but tired and small tiny bath, very loud construction every morning banging hammering drilling every single morning! Then someone banging on our door at 11pm twice in the night and it was not a proper hotel more like a sublet room! We felt un safe.. No thank you terrible! Rooms are not as pictured! Shame on you!

As we arrived to the accommodation we felt unsafe in the grimy side of the “intown luxury house”. We were led to our room with a tiny shake elevator in a very dark building. The room was very small and did not look like the pictures at all. At the room me and my partner discussed that we did not feel comfortable staying here, so we told the staff nicely that we felt uncomfortable. The manager contacted us the next day that we could not get the refund because we were “lying” about that we felt unsafe. Moreover, she gave us a speech how good of an accommodation they were. In 16 years they had never had the complaint yet, this mindset is unbelievable arrogant and no company in the hospitality branche should think like this. We were accused of lying in hostile voice memos she sent to me on Whatsapp and afterwards I got blocked. She accused us that we “just changed our mind and got a hotel at a cheaper rate”. I feel incredibly offended and I think it is unacceptable that a manager can decide what their customers feelings are. This host is unprofessional, has no empathy or understanding for her customers. The host has been responding unprofessionally at comments that the gets on Google and will probably do it for this one as well. I just want other customers to know how unprofessional and arrogant this owner is. Choose for another accommodation that is a little bit more out of the center for your own sake. We booked another hotel and ended up paying for 2 hotels, but I don’t regret it a single bit. Do not ever stay at this hotel.

I had clearly asked for early checkin when booking this place. I understand that this may have been miscommunicated. Any respectable hotel or Airbnb have the basic courtesy to accommodate a family with a baby, I respect a baby after a 15 hr travel. Instead, the front “manager” ridicules, sheepishly smiles and tells us to use the restroom downstairs as if its an airport lounge. On top of that, he tells us to go for sightseeing, again when I am with a baby after a 15 hr flight. We ask that please give us a room till we can get ours ready and we can pay for the room on an hourly basis. The sheepish manager responds that there is a junior suite available, but we cannot give it to beacuuse we they will have to clean again. Absolutely ridiculous and inhuman... Never did we yell, yes we were irritated and disappointed but never any yelling. We ask to talk to owner, the arrogant manager says that the owner is at home and cannot talk. Which hotel is so inhuman that inspite of having an empty room, will not offer it for a couple of hours till we are accommodated in our own room. Inhuman, discourteous and zero customer service. I had to find another accommodation and pay out of my pocket so that my baby can clean up and take a short nap. Is that too much to ask for? I’m am forced to say that his behavior was borderline racist

This is the BEST customer service I have ever received from a hotel and my family travels a lot. The staff were more than accommodating to us, and Kaiser the day manager helped us guide our way through Rome, helped book tours and answering all questions we had. My husband even needed a doctor the last night, after throwing his back out, and the evening man, Oshanda, I believe his name, called one for us to come to the hotel! They took such great care of us, I cannot believe it. Thank you so much everybody. We never adjusted to Italian time, they even dealt with us waking up at 4 am for coffee! Just amazing. I can't thank you enough.