Mercure Roma Centro Termini

It was indeed one of the worst hotel experiences ever. I booked a junior suite. I arrived at night and checked in to find the A/C of the bedroom was not functional at all! I then contacted reception, and they tried to fix it but couldn't, so they downgraded me to a classic room. The following day, I went to them to see what would happen. I found myself then in the presence of the worst receptionist ever! His name was Manuel. I have never, even in my hundreds of hotel stays, encountered a worse receptionist than him. He is the worst example of a hospitality worker. So I spoke to this "Manuel" about what happened in a very polite manner to find him responding in an insulting way and not even bothering to apologize about what happened. I asked him if there would be a solution to that problem, and he said, "We will fix it in a few hours, then move you again to your suit." So I returned to him after a while, and he told me it was fixed and I could move back to the suite. I asked him then about the first night that I was downgraded, and he said, "So? What do you want?" It was exactly like that, in that rude manner! So I told him I should get a refund for the difference between the suite and the classic room as I never stayed in it because of the A/C fault. He told me straight "NO, we will not do anything like that" so I told him I hadn't stayed in a suite, how could you change me for it? Then he said, "You had the choice to accept to stay in it without A/C"! I realized there was no point in continuing the conversation, so I asked him to connect me to the manager. He said there is no manager; he is out of town. So I asked if anyone was covering him, and he said no. I told him then, would you please ask him to give me a call? He said, "No, I will not". I told him I needed to speak to someone in charge. He said, "Send him an email. He might answer you or not". The problem didn't finish there. After a while, he told me the suite was ready, so I moved there to find the problem still present, and the A/C was still not functional! That time, it was already in the evening, and luckily, the shift was changed, and a friendly receptionist named Jean Luca replaced that rude Manuel. The man was amiable and very understanding. He sent me the technician again to solve the problem, and the technician reported that the air-conditioning was totally out of service and could not be fixed this way. So Jean Luca came to me, apologized, and promised to find me a solution, which he did, and finally moved me to another suite with a functional A/C. It was already night, so I just slept and checked out the following day. During the check out, I found myself again with the same 'Manuel'. He made my check out a painful experience as he took around 30 minutes to check me out! He made me literally run to catch my train. He refused to use the blocked amount from my credit card and refused to give me a receipt of that amount! When he saw me aware of my rights, then only he used that amount but took unbelievable time to finish the check out process. As I said, he took around half an hour to do that! So I had to suffer through the whole stay, paid for a suite, stayed in a classic room, and encountered the world's worst hospitality worker. Therefore, if I were going to Rome and found this the only hotel available, I would cancel my trip or change my destination.

Reception staff could be more careful to clients. For two nights we never could get a double single room even one desk m man at our arrival told us that it could possible . Room configuration is quite surprising: the shower is at the entrance door without any privacy. The bar was closed and only one table to welcome bar clients.