The hotel itself was clean and well presented, but the major fault was with the overall customer service. Prior to my visit I called to pre-order a bottle of champagne, the concierge and I both agreed that the champagne should be in the room by 12:00 pm. When we arrived at 12:00 pm we were told that we would not be able to enter our room until 2:00 pm. This was a shock to us as I felt the concierge should have told me when I pre-ordered champagne to be in the room for 12:00 pm, that usually check-in is not until 2pm.
We decided to catch the bus from the bus stop outside the hotel into Frascati, which we were told comes every 20 minutes but in fact comes whenever it pleases. This I thought was a major negative aspect to our stay, for example one day we waited an hour to get the bus from the hotel into Frascati but we were reluctant to admit defeat and use the hotel taxi which costs 12euros for a 1km journey to Frascati. If we had known the difficulty to get to Frascati; we probably would not have stayed at this hotel.
When we were given the key to our room we were told "it is up the stairs", we were not shown where it was by the concierge also we were not given any information about our room. For example, I was not told that the room safe was behind a picture on the wall, I had to go to reception and ask where it was. I had to go to reception again to ask for the champagne I had pre-ordered 2 days prior to our trip, whilst I was drinking the sparkling wine we noticed it was not actually champagne but sparkling wine, which I was later charged 40euros for. Finally, I also noticed that when I sat on the bed it was two single beds pushed together and not a double bed which I had paid for.
The hotel is not very helpful, for example they didn’t tell us the buses stop at 10.30 pm and that taxis stop at 9:00 pm. Also, one morning they didn’t tell us there was a train strike, which meant we got to Rome two hours late. Why did the concierge not tell us when we told him we were going to Rome? One evening we found a taxi that had just come from Rome and he charged us 6euros not the 12euros that the hotel taxi asks for.
We had to use the hotel taxi one evening and he had no change when it came to paying. He wouldn’t accept 10euros so he demanded the hotel put the 2euros on our room bill, which the hotel later charged me another 60 cents for tax purposes.
If you’re looking to sightsee I wouldn’t stay here, the transport is awful and taxis are a rip-off.