Do not trust this hotel! They bait and switch you on rooms. Their website describes and shows much nicer rooms then they give you. We booked their best room, Executive Suite back in June and we have friends traveling to Rome at the same time, so they also booked with Eitch.
On their website you see fully renovated rooms with large terrace and walk in closets, fireplaces, etc...under the Executive Suite description. They all also say, they are 60-82sqm in size. Because the terrace was important to me, I called the hotel directly and request a specific Executive Suite, with the largest terrace. In fact, the one shown on their website. We are days away from departing the USA to Italy and yesterday I get an email saying the room I requested in June is now going to be closed down for renovations on the clock tower and they offer me another room. This room is only 50sqm, has a small walled in terrace that you have only 2 metal chairs and no view, unless you are standing. Also, the room is not renovated. When I emailed back that this was not acceptable, as a substitution. I got no response.
So, I emailed this morning, and attached photos, from their website of the Executive Suite. Saying I wanted this room. The 82sqm room that is renovated, with fireplace, walk in closet, etc...After some time, I called to discuss with the Front Desk Manager, Manuel. He then informs me, that back in June (the same month I spoke with him and booked our room) that the 'NEW Executive Suite' was being renovated and booked by other people. And that the rooms my friends and I booked are now smaller and called Deluxe Suites. To be clear, this is not what their website shows/says or what our email confirmation from our bookings say!
So, to be clear, our rooms are smaller, not renovated, not the photos they show on their website and we are not being offered anything as compensation. We have been 'downgraded' and to the Eitch....it's too bad, deal with it! This is absolute Bait & Switch and bad customer service! read more