Intown Luxury House, Rome

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.

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!

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.

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.

My husband and I stayed 5 days in a double room. Reasonable size, friendly service and convenient location however... the website is very misleading and boarders false advertising. Rooms are dated, no laundry service, you have to walk far to nearest laundry and is hard to find. Fridge did not work and we reported it not working but nothing was done to fix it. No cafe, bar or spa treatment on site. Shower and sink drain kept blocking. No shuttel transfers either, just a taxi to airport. Your room is located across the street and you have access to a very tiny dated lift in an old dated apartment building across the road from the very small office you check in at.

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

Our Easyjet flight from Rome back to the UK was cancelled, so we were forced to stay in Rome an additional 2 days. The hotel where we were staying was full, so we were a walk-in off the street for 2 nights. The hotel was fine & the location was excellent, but despite repeated requests, they were not able to provide us with a typed or computer generated receipt, as required by EasyJet. The receipt we did receive was hand written and therefore, unacceptable to the Easyjet claims department. Consequently we were never reimbursed for the cost of our additional 2 nights' accommodation. It was a shame, as this damaged what was otherwise a pleasant experience.