NH Collection Roma Fori Imperiali Hotel in Rome

I stayed at NH Collection Roma Fori Imperiali expecting a 5-star experience. While the location and aesthetics are impressive, the way a serious incident was handled left me shocked and disappointed.

A valuable jewellery box went missing from our room, and the response from hotel management was completely inadequate:
• There was no formal incident report initially on file — only a generic complaints form.
• When I requested the incident report, the Front of House Manager wrote it out in front of me, left Page 2 incomplete, and asked me to fill it out myself.
• When I asked whether this was hotel policy, I received no answer.
• Even more troubling, when I asked him to contact the police, he refused unless I accused the maid by name — highly unprofessional and completely inappropriate.
• With no assistance from the hotel, I had to contact the police myself, who are now conducting their own investigation.
• Despite the seriousness of the situation, I received no apology, no support, and not even a goodwill gesture or reduction in the bill.

This experience has raised serious concerns about staff conduct, training, and the hotel’s internal procedures. I strongly believe that hotel policies were not followed correctly, and that the hotel needs to urgently review its staff handling of guest incidents and assess whether appropriate training is in place for its management team.

What should have been a high-end, relaxing stay became a stressful and frustrating experience due to poor handling and lack of professionalism. I cannot recommend this hotel and urge future travellers to consider alternatives that take guest safety and service seriously.