NH Collection Roma Palazzo Cinquecento in Rome

Absolutely unacceptable experience for a property that claims to be a five-star hotel and is promoted by American Express.
Upon arrival, I attempted to enter what is clearly marked outside as hotel parking. The parking attendant was immediately rude and aggressive and told me I was not allowed to park there, claiming it had “nothing to do with the hotel.” He then forced my wife, my children, and me out of the parking area, leaving us with nowhere to stop.
I was then forced to drive around the area for over 15 minutes, eventually stopping on the street with hazard lights on just to run inside and check in — while my family waited in the car. This is unsafe, stressful, and completely unacceptable.
At the front desk, the staff was clearly not trained to handle guest issues. Despite our rooms being fully prepaid through American Express, there was no empathy, no apology, and no attempt to resolve the situation. Instead, the front desk called the parking attendant, who denied rejecting us, and the hotel simply accepted his version of events.
So apparently my wife, son, daughter, and I all imagined being kicked out of the parking area.
No apology.
No accountability.
No effort to make things right.
The only reason I did not immediately leave and go to another hotel is because today is December 29, peak season in Rome, and finding alternative accommodations at this point would have been nearly impossible. Being trapped in a bad situation due to lack of availability does not excuse the hotel’s behavior — it makes it worse.
To make matters even more tone-deaf, after all of this, the front desk attempted to sell me tickets to their end-of-year dinner at the hotel restaurant. After being treated with such disregard and hostility, I had absolutely no confidence or comfort level to dine there. Trust matters, and by that point, it was completely gone.
This is not five-star service. It is not even acceptable three-star service. I am genuinely shocked that American Express associates its brand with a property that shows such a lack of professionalism, accountability, and basic hospitality.
I strongly advise travelers — especially families or anyone arriving by car — to stay elsewhere.