Hotel Boutique Nazionale

We loved our stay here while in Monti. Great location, clean & tidy rooms. The staff were so friendly & helpful. Special mention to Leo who greeted us on arrival. He was so knowledgeable about the area & made us feel so welcome. Highly recommend!

My partner and I had booked a stay for 2x nights and unfortunately after hitting some major travel delays we were needing to check in after the reception desk had closed. We had notified reception that morning and were given instructions for a self-service check in, however on arrival the key we were given did not fit the door to the room we were told was ours. After trying several times to get in contact with a representative of the hotel with no response - we were left to walk the streets of Rome after midnight in search of a place to sleep following a full day of travel. The silver lining was we stumbled upon the Rome Times Hotel which had a 24 hour service desk, and the customer service they provided was impeccable, situating us into an incredible room. It immediately seemed like a clean environment compared to the reception at Hotel Boutique Nazionale, where there was no air conditioning, we could hear the televisions on from multiple rooms and 2 guests were having a loud verbal disagreement in the reception area. We had the decency to return the key the next morning to their reception, stating we would prefer to stay at the Rome Times Hotel so we did not have to waste any more time of our holiday dealing with acommodation issues. We were assured by the receptionist that we would not be charged, and were given a sincere apology as she was "horrified" at her mistake. Two hours later we noticed on our bank account that we were charged for the full stay. We returned to their reception desk and asked to speak to the manager which we were refused. The receptionist Leo tried calling the owner who on the phone to him refused to give us any form of refund and suggested instead we quote "contact our lawyers". We were absolutely disgusted with this customer service if you can even call it that, and were met with no resolve. Based on our experience with the staff of this hotel, I'm sure they will attempt to shift the blame to us and/or deny any wrongdoing - please note we have multiple screenshots of WhatsApp conversations had with one of the receptionists where she admitted it was their mistake and that none of the issue was that of our fault. Do yourself a favour and do not stay at this accomodation - instead, stay at the Rome Times Hotel which is the complete opposite of this 1 star establishment they've named a "Boutique Hotel".