Roman Nights

Unfortunately I'm having to leave this negative review due to poor communication, lack of professionalism and being very unfair in how theyve handle my issues.. so we booked to stay in March and we decided to pay upfront even though we didnt need to, then covod 19 stopped us being able to go so we asked for a refund to be basically told no they changed the dates for us to July but as it's not looking like we can attend in July we asked to be refunded again and would rebook once we could but politely asked for our money back that I mentioned we didnt actually have to pay for... we got promised a refund yesterday which is great as I'm currently out of work due to this virus and I have 2 kids to feed.. so I was absolutely made up we was going to get a refund with all intentions to book again with Roman nights once everything was back to normal.. I have now today once again been let down for the refund and been refused it and I'm also now being ignored dispite a number of emails , we didnt just choose not to attend we couldnt due to covid 19. I feel like theyv have been very unfair with how theyve handled these issues specifically when we didnt have to pay upfront but we did and now we have been penalised for doing this.. we wanted to attend the hotel once we finally got to Rome but now how they have been with us i think it will be very unlikely we will stay here. I have tried numerous times speaking to them nicely and explained we would attend as re book at our leisure to still be denied a refund of our money we did not need to pay until arrival! Very unprofessional behaviour and very disappointing fromt the hotel