Michelle S.
Yelp
We booked (2) rooms. The condition of both rooms were horrendous and we requested a full refund immediately. One room had a mildew infested air conditioner & the 2nd room had ants all over the bathroom.
Room #1was on ground floor (101) near the reception desk. It stunk of mildew/mold. And after investigation, the air conditioner was filled with Black mold/mildew. We had immediately complained to the female receptionist upon noticing the mold/mildew. The female receptionist explained a "manager" would come in early to help resolve the issue.
While waiting the 2 hours for the manager, we ate dinner and returned. That's when we met the man, who said his name was Shukri , but claimed he was only a "receptionist"?
He explained there was nothing he could do. He wanted to see room#1 air conditioner. He wiped the A/C with his finger & it turned black. He did not permit us to take a picture of his blackened finger. We were going to stay together in Room #2 on the 4th floor (# 401) out of concern for our health in ground floor room.
We returned to the room on the 4th floor to find ants all over the bathroom /tub. We immediately called reception again to notify. Shakuri returned. We asked to speak to the manager, but was told the managers "were sleeping" at 9:15pm ("you want me to wake them up?"). This was right after he returned to us stating he just got off the phone with the managers?
Less horrendous: Keep aware of your email reservation confirmation. It states, "walk in shower". They told us numerous times they were, "fully booked" . The only (2) rooms they had available for us did not have a shower, only jacuzzi tubs with tall sides. The female receptionist said I should've "told them" that I needed a shower. I did not think I had to tell them (I have a problem with my leg), because the email confirmation (and web site) clearly says "walk-in shower".
Shakuri, as a representative of the Inn at the Roman Forum was still against refunding our money, so we could go somewhere safer and cleaner. Shakuri said, "accounting is closed". My daughter had asthma & a hole in her heart - so black mold is very much a dangerous concern.
I worked and sacrificed the last 3 years ,,, working 3 jobs, (during Covid) 70-75 hours a week, for this vacation,,, to celebrate our 30th wedding anniversary . I choose this hotel based on TripAdvisor, Costco & Yelp reviews. This is a very disappointing , dangerous , and bug infested situation. I feel I let my family down. This is why, despite my own health issue, I was left with no choice but to limp around (roam) the streets of Rome at 11pm to try and find an available hotel.
We requested an immediate refund several times verbally & via email within minutes, (as Shakuri instructed). Please pray they do the right-honorable thing. We left within 3 hours of finding the ant infested bathroom. Never even stayed (1) night. 24 hours later & they have yet to respond.
This was not our 1st stay in Italy. It was our 3rd hotel and not a cheap hotel, costing $2,300+ US dollars for (4) nights. It is 2:45AM and I'm in severe physical pain from exhausting my leg and the added mental worry that the Inn took our money upfront (+ taxes).
Happy Anniversary to me .