I am sharing a copy of the email I have sent multiple times to Trevi Rome Suite, to which I have received no response. In addition, we were overcharged €500. When I presented my booking confirmation to the front desk staff, they were unable to locate or explain the charges applied to our account. As someone who works at a resort, I know that providing a guest with a folio at any time is standard practice.
After several months of repeated emails to the hotel and multiple calls to my credit card company, Barclay, this issue remains unresolved and we have not received a refund.
Attn: Management
I hope this message finds you well. I am writing to share my recent experience during my stay at Trevi Rome Suite from May 22 - May 25, 2025 Reservation number XXXXXXXXXX. I had previously stayed at your hotel in 2018 and was excited to return due to the excellent location and pleasant accommodations. Unfortunately, my recent visit did not meet the high standards I had come to expect.
Upon arrival, I encountered several issues with my accommodation that negatively impacted my stay:
1. Room Condition - The walls had stains: one area was from water leaking from the air conditioning unit while others were simply dirt.
2. Bathroom Issues - One of the sinks in the bathroom was broken featuring shattered glass and a caution sign.
3. The overhead light fixture in the bathroom had several bulbs that were burnt out as well as a thick layer of dust.
4. Shower Door Malfunction - A metal piece fell off the shower door, rendering it unusable for opening and closing after use
(Please see attached photos)
Perhaps the most disappointing aspect of my stay was the lack of attention and customer service. I visited the Front Desk multiple times to report these issues. During one of those visits, staff accompanied me to the room to document the problems and mentioned that the previous guest was responsible for the damages. However, they informed me that moving to another room was not an option due to full occupancy. I had checked availability that morning on Booking.com and noted that there were indeed rooms available.
After they took photographs, I was advised to return later that evening when a manager would be available. Unfortunately, despite multiple follow-ups over the next few days, I was unable to speak directly with a manager. On our last visit a young man kindly called to speak directly with a manager, who offered us 50 Euros as compensation. Given the circumstances and the rate of approximately 400 USD per night for our stay, the amount felt quite insufficient and disrespectful.
I sincerely hope you can understand my disappointment and frustration. I chose Trevi Rome Suite again for my vacation expecting a comfortable and enjoyable experience, but the state of the room and lack of follow up greatly diminished my stay.
I would appreciate a response to this feedback and - ideally - compensation that acknowledges the issues we faced and the impact they had on our time at your establishment.
I have requested a copy of my folio multiple times with no response. Can you please forward that to me. I am the Manager of a Reservations Department at a resort here in the United States and the folio should have been sent the day of check out.
Thank you for your attention to this matter as I would prefer sharing my experience with you instead of Trip Advisor.
I look forward to hearing from you.
Kind Regards,
Michelle Meadows read more