Antico Borgo in Bergamo

Improvised room shared with other room occupied by other customers. They have more rooms in the area to rent, I think no reception, we took the key room from their own restaurant but I don't mind that, the communication was ok. The problem is that we got a room without window, bad smell, old building smell and our room was splited from other room by a door and we could hear every sound from our neighboors. Next day, we explained to the owner that it is not normally to rent connecting rooms to different families and he was arrogant saying this is the risk when you pay a cheap price...and somehow the fault is ours...:))

Everything. Let's start from the end. They held me hostage for over an hour when doing the check out. Didn't answer the bell... My messages on the app or booking for over an hour! I almost missed my flight because of it and didn't have time to eat breakfast or lunch.
Let's start from the beginning. I made a reservation months in advance and made sure that I can do the check-in after the regular hours at their restaurant, and that it will be open to eat something. I doubled checked on the evening of my arrival and the lady confirmed on the phone, then immediately hung up on me. When I arrived at 22:15 the man at the restaurant said he doesn't know anything about it, inferred that I'm a liar... Proceeded to call me me a horrible human being and a child because I told him that it's unacceptable that the restaurant is closed despite the fact that I double checked that it will be open until 23:00 and when I told him I was hungry (haven't eaten for almost 10 hours) he heard angry and then got even more rude. and that I can look for a pizza at 22:30 in a city that I don't know. He did offered a panini and when I understood that I have no choice but to accept the situation, he simply didn't want to do the check-in and said that he doesn't care about my 50 EUR, even though it was more than that... He said he makes 250 a day so he doesn't care. He then went on to talk to every customer about me... Like I wasn't there... When all of them turned around to look at me. He also insisted in me paying everything upfront and if I disagree... You guessed it... I can sleep in the street. Having literally 0 choice I paid went to my room and to my absolute horror discovered that there is mold everywhere in the bathroom. Please see the photos attached. The table cloth had holes in it... Maybe from rats? The room is literally on the street so you hear EVERYTHING... I woke up several times at night because of cars and people walking right to my door... That has just one lock. The air-conditioning isn't really working and the room has only one window in the bathroom so it's quite suffocating.
I did say to Booking in order to just put and end to this nightmare, that I'm willing to apologise if I have offended them during my check-in, but you guessed it... They ignored this too. Again for your own good PLEASE STAY AWAY. (I have never written anything like that, I tried my very best to find a solution with the property and booking but to no avail)

The building, design and rooms are very old, brown tiles, old style. It could be decent to stay a couple of days but we were supposed to stay for a few months but we decided to move to another hotel.
During one week stay I did not see anybody in the reception. When I asked for stuff (we were given one towel for 2 guests) and some questions via whatsapp, they did not reply right away, but printed the answers and left by my door the next day... Why not reply via whatsapp, so much easier!
We had luggages and the mini-elevator could fit either the luggages or us!
Location was good though.

It was awful. The personal was rude and very unhelpful. They just ignore us. Definitely I will never book this hotel again and I do not recommend it to anyone. I hope that they understand that the provide a service and people pay them for it. Never again!

Check-in took place at a restaurant, no one answered the intercom of the facility. We were told that we could only have the room at 2-3.30pm or from 6pm onwards (restaurant times!). At 6pm they give us the room which is right on a busy and very noisy road. I called the owner back about the biggest problem: a terrible smell of smoke. The air is practically unbreathable. I ask if I can change rooms because as I am not a smoker I would not be able to sleep. Shouting and in a very nervous tone, rather than being kind and understanding, the owner tells me that he can't do anything about it and that it's not his fault but that of the customers from the day before who probably smoked in the room. So from 11am to 6pm he had no way to change the air. Furthermore, nothing was cleaned. Dust everywhere and blocked shower drain (cold). (I attach photo). I reply that I still want compensation because I find myself forced to change structure and that I will report the incident on booking and he tells me that I am rude. I wonder how certain rude people can manage such an accommodation. I have never met such an arrogant and rude person in all my travels. Shame!