Condotti Boutique Hotel

The Annex is so bad the room given too us number 315 smell like sewage I stayed once in the main building it was good If you need to stay in this hotel for the location make sure you book your room in the main building The hotel should tell people that the rooms in the Annex is so smelly and rotten I think the hotel quality in all buildings must be the same I will never stay in this hotel ever in the future and I will never recommend it to any one

We arrived at Hotel Condotti on December 24th (Christmas Eve) as first-time visitors to Rome, and unfortunately the experience did not meet expectations from the very beginning. We had pre-booked a pickup through the hotel and were assured that a van would be waiting for us when we arrived by train around 11:00 PM. It was raining heavily, and we messaged the hotel immediately upon arrival, as instructed. We were told to step outside and watch for the van. While waiting outside in the rain with luggage and two kids, we stayed in continuous contact with the hotel via chat, informing them that we did not see the vehicle. We received inconsistent responses — at one point being told that a new van was on its way, and at another that the original driver had supposedly been waiting elsewhere for hours. No clear pickup location was shared, and no hotel representative came out to meet us. After about 5–7 minutes, a van did arrive and took us to the hotel. When we informed the hotel manager, Victor, that we had not seen their pickup earlier and that the communication had been confusing, his response was unexpectedly rude — blaming us for not waiting “five minutes,” threatening a cancellation fee, and insisting their driver had been waiting, despite us being in contact the entire time and standing outside in the rain with children and luggage. Upon arrival, we tried to explain the situation. Instead of acknowledging the confusion or offering an apology, the response remained defensive. During the discussion, the staff began speaking among themselves in their local language in a dismissive manner, which made it feel like the issue was being intentionally brushed aside rather than addressed. Ending the exchange with a casual “Merry Christmas” without resolving the concern felt insincere and unprofessional. Unfortunately, the room experience did not improve the stay. There was no proper ventilation, and the room felt suffocating and uncomfortably warm, making it difficult to rest. Basic air circulation is essential, and this was a significant drawback. It is also worth noting that the hotel’s van and related services are significantly overpriced compared to readily available alternatives. We did our homework afterward and found reliable transportation at much lower fares. Overall, the handling of the situation created the impression that unless guests push back firmly, concerns are likely to be dismissed rather than handled with care. While travel issues can happen, what matters most is how they are addressed. In this case, clear communication, accountability, and basic courtesy were missing. Because of this, we would not choose to stay here again.

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