Relais Trevi 95 Boutique Hotel in Rome

Despite canceling due to health reasons, my cancellation request was rejected. I absolutely will not accept this.

We tried 2 different rooms and the AC did not work properly in either so it was hard to sleep in a warm room. As well the lift pretty much doesn't work so you have to take the stairs. Others posted this but I didn't understand what they meant. Check in took about 30 minutes to switch rooms as the AC didn't work at all in one and only slightly in the other.

Information for other guests:

We stayed 4 nights in this hotel in Rome and unfortunately, our experience was very disappointing for what is supposed to be a 4-star property.
• Maintenance issues: For the first two days, the bathroom drainage was completely clogged, and water would not drain. It was only after reporting the issue twice that it was finally fixed.
• Noise & lack of rest: The cleaning staff were extremely loud in the early mornings, right outside our door, talking and using walkie-talkies with no regard for guests trying to sleep. We were woken up multiple times because of this.
• Unprofessional staff behavior: The breakfast bartender was extremely rude, not only with us but also with another guest, creating an unpleasant and tense atmosphere. When I reported this to the manager by email (who was not even available in person), instead of addressing the issue professionally or offering an apology, he responded in a dismissive and disrespectful way, clearly relying on what his staff told him rather than listening to the guest’s concern.
• Poor customer care: There was no sense of customer care, service training, or hospitality. The way very few staffs interacted with guests did not reflect a 4-star standard at all. The hotel atmosphere also lacked any warmth or authentic Italian hospitality, which was very disappointing.

Overall, this was not a customer-oriented hotel and certainly not worth the 4-star rating. Guests deserve respect, proper service, and a restful stay—none of which we experienced here. I strongly recommend travelers to consider other hotels in Rome where professionalism, customer service, and hospitality are taken seriously.

By the way, this is a cappuccino I received by bartender for my breakfast 👇🏽

***This hotel has no pool***
Ok just back from a long weekend and stayed here with my wife and 4 children (22nd to 25th Aug 2025)

The Positives...
1) The location of this hotel is amazing and perfect, 45min walk in any direction and you can hit most attractions.
2) It's VERY clean and the rooms are amazing, best bed and pillows ever.
3) The mini bar in the room is great value 1 euro per item, cans and water elsewhere are 3 euros in most places.
4) The staff at breakfast was amazing, food fresh, only thing missing I think is a fruit salad option.
5) Lady on reception was great and helpful, the man was a waste of space.

Now this is where it all went wrong...

Before I booked I contacted the hotel to confirm they have a POOL, as being hot it's always nice to cool off after a long day. I also asked as it's part of a spa the children could still use it, as some places we have stayed have ages restrictions...a quick response was yes as long as with an adult, I then asked the opening times and was told 10am-11pm. Great I booked...BIG MISTAKE. We checked in and I asked once again the pool opening times and was told 10am till late but please check it's not been booked. We went out for the afternoon, came back and on the way past reception asked if it was ok to go to the pool. Was told yes it's empty, how many people...6 I replied...300 euros please...WHAT...the spa are is 50 euros per person no matter the age and that for 2 hours per visit. Shocked we went to our rooms and nether booked, 4 upset children I emailed the hotel on the email chain and asked at what point over all the emails did they advise the pool is only available if you hire the spa room...emails back and forth and still they did not admit they did anything wrong or misleading. I even asked as a good will could we get a discount for the miss communication and point blank NO. So if you think there is a pool...there is not.

My wife's and my room 1109 was opposite the lift, and OMG you could hear everything, up, down, up, down...every person walking past...you heard everything.

On top of this the hotel staff seem to do a lot of cleaning as 1am onwards and you could hear it all...night one plates and cutlery being banged about, went on for over an hour, night 2 bins being taken in and out at 2am, all being bashed about, then that stopped and someone was then scrubbing the stairs. Seems they have no thought to the guests. When asked if it could be done at a reasonable hour I just got a funny look, they stopped and then 2mins later started again. NO RESPECT AT ALL.

In summary, clean and comfortable hotel (if you can sleep with all the noise), great location and nice breakfast. If you want a pool do not book as there is not one.