Residenza Frattina Complaint - Residenza Frattina- overbooking- bumped us!! Did not clean room, take out garbage or provide fresh towels

Review by Mrs. Myers on 2008-04-07
ROME ITALY -- I booked our hotel stay at Residenza Frattina in Rome 6 months in advance to get the best location& choice of rooms for our family. I was looking for a centrally located hotel in Rome and was willing to splurge a little to get the best location possible. We booked 3 nights at $363. per night. When we arrived at the hotel we were surprised to find 5 flights of stairs to climb to the lobby ( on their website they said hotel was on the 2nd floor), we lugged our bags & tired children up the stairs-- hotel staff did not assist at all.When we got to the top of the stairs--We were told they had overbooked, and our room would not be ready till tomorrow. I twas *:30 at night in Rome we did not speak Italian-- had bee awake 48 hours because the airline had bumped us-- and we had no place to sleep. I just started to cry. They arranged a hotel for us-- a "Best Western" on the outskirts of Rome in a graffiti covered neighborhood. And charged us the full price!!! We had to take it-- because we had no where else to go!! Then we had to transfer back to the hotel the next moring-- we lost a 1/2 day of our vacation-- travelling back & forth- taking taxis packing & unpacking--lugging luggage up stairs... then once we were back at the hotel and actually staying at the Residenza Frattina-- they did not make beds, they did not take out the trash from our room-- despite the smell of my daughter's dirty disposable diapers.They did not provide fresh towels. The tiny shower leaked all over the floor and we had to use our towels to clean it up. Then we didn't even have any towels at all. Breakfast was good & location was good. Rooms were very plain. Because they didn't even take out the trash-- we had to open the windows to let out the odor of dirty diapers. This was a horrible experience. The hotel staff did not help us and did not agree to reduce our room rate. We were very disappointed. Staying at this hotel was a bad experience. We deserve a partial refund.
Comments:3 Replies - Latest reply on 2009-01-28
Posted by Anonymous on 2008-04-07:
Gosh...this is horrible. Alitalia was horrible for you as well.
Having travelled a bit around the Mediterranean, I have had different experiences. True, some cultures have a different view of 'cleanliness'. It is 'possible' everyone (everywhere) you went on your trip was 'rude' or incompetent. With all due respect...I smell a bad case of "Ugly American" in these complaints.
Posted by B. on 2008-04-07:
Sorry to hear about your horrible experiences. I hope this dosen't stop you from future travel.
Posted by Mrs. Myers on 2009-01-28:
Dear Ghost--
With regard to my previous complaint- Alitalia & Residenza Frattina were the only disapointments on our 3 week trip to Italy, Malta, Greece, & Turkey. We travel regularly with our family and have been to 14 different countries. I am very gracious especially when we travel. I make every effort to be polite & cordial. I work hard before our trips to try to at least learn some basic communication in alternate languages. Because I travel with my children - I also make every effort to plan well in advance. Losing one's temper is not helpful - especially when asking for assistance. I am also an example to my children. Please do not try to discount my negative feedback by calling me an "ugly American" this is not true. We are well seasoned & well mannered travellers. The incidents that I reported are true. We really were bumped from the hotel due to overbooking- despite a longstanding reservation, and the hotel did not attend to our room properly. I would not stay there again, and I would not recommend this hotel to another family.

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