Palazzo Roma - The Leading Hotels of the World

Could be better

Unfortunately, there were several incidents involving the staff that made me feel extremely uncomfortable. During breakfast, I placed an order for both myself and my husband, as he is not comfortable speaking English. A member of staff then commented loudly, questioning whether I could really eat that much food. I found this highly inappropriate and embarrassing. Even if I had been ordering everything for myself, it is simply not a staff member’s place to comment on how much a guest chooses to eat. However, the most unpleasant experience occurred during check-out. I left the hotel with my suitcase before my husband because I was not feeling well and wanted a little time to myself. My husband was still in our room and was going to handle the check-out. Shortly afterwards, a security guard came rushing after me into the street, demanding that I return to the hotel because I supposedly had an outstanding payment. This was not true. Our accommodation had been prepaid, and we had also provided a deposit. I explained that my husband was still at the hotel and would be completing the check-out, and asked the guard to leave me alone. When we later returned to collect the rest of our luggage, I raised the issue with the staff. Surprisingly, the security guard then claimed that his English was not good enough to discuss the matter, while the receptionist simply defended his behaviour instead of acknowledging how inappropriate the situation had been. I explained that being chased down the street and publicly confronted over an alleged unpaid bill made me feel as though I was being treated like a thief. It was humiliating and entirely unnecessary. I cannot know what assumptions were made about me, but the experience left me questioning whether I had been judged based on my appearance. No guest should be made to feel that they need to prove their financial standing or justify their presence at a hotel where they are staying.