Marco Polo Hotel Rome

I booked to this hotel but when I arrived the hotel, I was informed to change to other hotel, therefore, I have no comments on this hotel.

First of all, you got our name wrong while replying to my father’s review - it’s Srikrishna, not Hare Krishna. Secondly, as hospitality staff, it’s your duty to treat your guests with basic respect. Your claim that no other Asian guests have complained is untrue. I saw you talk to another Asian guest complaining about the air conditioning with a simple “That is not my job” during my time at the hotel. Anyone can check out a wide series of horrible ratings for your hotel and most of them are Asian people. However, the only thing worse than their experience at your hotel are your ******* and petty retorts to them which are solely aimed at aggravating the issue and not towards finding a solution. I am sure you will do the same to this review. Your hotel is in dire need of repair. The rooms are creepy and mouldy. My parents were left in a room with absolutely no circulation for two nights. You very rudely responded with some pathetic explanation stating that public places aren’t allowed to switch on AC which we later found was untrue as well. The room had no kettle or tea bags - when asked we were given an unclean kettle which smelled horrible. We found insects in the bathroom which was completely unsanitary. It is very clear that you deem certain guests worthy of attention and ignore the needs of others. Don’t pretend otherwise. Don’t try to pin your lack of hospitality on us being bad guests. Attaching some photos and videos showing the deplorable condition of your hotel.

First the good: this hotel has an amazing staff member: Daniel who is easily the most knowledgeable and helpful person on all matters Rome.. Also appreciations for John who makes excellent cappuccinos at the breakfast counter. Now for the not so good: In our ten days in Italy, this was easily the worst hotel my family has stayed at. Relying on our travel agent and online reviews, we thought it would be a small but comfy city hotel near to the Termini railway station. The reality is that it is a very old building on a busy street with cramped interiors, an ancient elevator and dysfunctional ventilation that made it difficult to sleep (hotel manager said Rome City rules do not permit airconditioning ...but other hotels did have it. PLUS: Rome is quite WARM in early October). Windows if opened lets in loud noise through the night from the restaurants on the street below. The old rooms on the 3rd floor had a strange decor like they were built for a movie set of the 1940s... and the 'new' rooms have a very creepy blue UV lighting in the corridors. After much protests and two nights of misery, we were moved to another room where at least the ventilation was good. Breakfast was a poor spread of store bought sweet croissants in a cramped room - except the coffee by John, nothing was good. From the reviews, I gather that there are better rooms that other guests have stayed in - or were upgraded to. Ours were very bad and perhaps it is due to our nationality or skin colour - or both. The manager - Diego? - for whom I have read some praise here - was unnecessarily rude to us - and to other Asians who complained. I let it go as my family did not want to et into an argument with this short tempered guy and spoil what was otherwise a nice family holiday. He has a thing or two to learn from his Asian counterparts about how to run a hospitality business. On the whole, I will not recommend this hotel based on our experience. There are far better managed hotels in Rome.