To start, I realize the impact of negative reviews. But what happened is too important to remain quiet. My family booked 2 rooms at the Liberty Boutique Hotel in Rome last week. Walking from the train station to the hotel, literally 50 feet from the front door, I was robbed by a pick pocket who stole my wallet. While I know that can happen anywhere, the lack of compassion from Sergio, the man who checked us in (and who speaks very good English), was totally unacceptable, let alone for someone in the hospitality industry. When we walked into the hotel 5 minutes after this happened, I told Sergio I was robbed outside the hotel, my wallet was stolen, and I was shaken up. Sergio's response was merely - "Only one of your rooms is ready now. May I have your passports." My husband repeated what I said, and again Sergio did not express any kindness or compassion at all - he just asked for our passports and said one of the rooms wasn't ready. Part of being in this industry is to display basic decency to your guests. Asking if I was alright and if I needed anything would have sufficed. In fact, one of the hotel staff who overheard our interaction with Sergio approached my husband later in the day to express his concern and was very empathetic.
There are plenty of 4 star hotels in the area near the train terminal. Think twice about staying at one where the staff at the front desk (who are really the public face of the hotel) couldn't care less about your well being. read more