Trevi Portrait Mini-hotel

Hope anyone is considering this hotel will not book it after reading my review. This is the worst experience I had. Not to mention the nearest metro doesn't work for months but the hotel did not inform beforehand, we would take a taxi if we know it. Under the circumstance, we carried heavy luggage up and down inside the metro. After came out from next metro station walked a far away until the street, the street is slanting! Reached downstair the office, the owner took us to the hotel opposite the office, and HE WENT AWAY. The hotel reception was nice, but he took us to a totally awful room full of mosquitos outside. We have been bitted before entering the room. And we realized the room looks totally different than the room we booked! This hotel charged my credit card 3 months ago and can not cancel after booking, but DID NOT RESERVE the room! Really feel it is a scam, they are playing this game by luck, charge people high price with pretty room pictures, but give a worse room and run away without explanation, only tell you all the rooms full, they can not do anything. Normally tired travelers accept it because of an exhausting whole day tour. It was 7:30pm, I insist we can not accept this totally different room with dirty pillows and mosquitos, the owner did not explain the situation but kept saying NOTHING HE CAN DO. This is not the way to treat customers. I have stood in front of him in the office for almost 2 hours to get a clean room, left my friend and parents downstairs. I feel sorry for them. After almost 2 hours, he spoke nothing but finally gave way to return our payment which he should return it at least days before to let us organize the trip and he found a better hotel up the street, but it was 10:30pm and he WILL NOT PAY FOR IT. We all exhausted. I can only say this is the hotel you better not to choose it, pretty much chances you can meet the same situation as us. The owner told me he called me, but I did not see any missed call and any emails. The hotel not to take responsibility for themselves. The worst experience ever. And my father sprained his waist because of up and down moving on the sloping street while changing the hotels. Seeing some people met the situation like us, but they give up to negociate because of the tired trip. I feel sorry for everyone met it like us.