Paid for a hotel in Rome when we arrived, it was nothing like described. The room smell of a sewer, the bathroom was down a steep flight of stairs, which had a basic cheap plastic corner shower,a treadmill and another exercise machine in it (why?). We couldn't open the windows, because instead of the city view, we were given a basement room, where the windows were under the street grilles,and also had bars on the windows. It made us feel sick. We were there an hour out of four nights, I contacted hotels.com to sort the refund. They gave the hotel owners 72 hours to reply, not telling them to give the refund, but asking if they would return the money. The hotel didn't reply, until after they knew our 4 days were up, and we wouldn't be in the country anymore, refusing the refund. Hotels com wont do anything, and when I wrote an accurate review, that review was also declined, so there are no accurate reviews for the property. No wonder the reviews made it out to be better than it was. Have used hotels.com before, but this will be the last time, as they clearly do not look after customers, and don't get their money back, even when a hotel has been falsely advertised, and it is impossible to stay there.
