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Palazzo Dama - Preferred Hotels & Resorts
Plaza España Roma|A 0.54km de la St. John's University
We had stayed there a few months prior. Expensive but location is good, about 15 minute walk from Spanish steps. Bathrooms have one sink with absolutely no space to place your toiletries. So not easy to use. This time, we were reserved for one night in Rome. We arrived early at 10:30 AM and left our luggage until the room was ready. Upon returning to check in at about 5:30, we go to our room to find out it is 28* (82.5 F) - see photo. We thought someone simply forgot to turn on the air. So we did and waited for it to cool down. An hour later, at 6:30, the room was 29* (84 F)! - see photo. as We had to leave for dinner reservations with friends but first went to the front desk. When we informed the responsible person at the front desk, Valeria, we were told they had had maintenance there earlier in the day to fix a ventilation problem in several rooms. This was not mentioned to us at any point earlier. We told her we cannot sleep in that heat. Her reply was that they cannot get maintenance back to try to fix it. They cannot move us to another room. They would instead have the bell boy (!!!) look into it. We asked to be informed even though we would be at dinner. We were contacted at 9:30 PM while having dinner to be told they did check and maybe it improved but it will still be hot. We returned later in the evening. Room still at 29* (84 F). The Night Shift person at the reception said he was aware, but of course could not do anything. He said the only thing he could offer was to move us to their sister property at the center of Rome. Why nobody had suggested this at 6:30 PM was a mystery. It was now 11:30 PM. We would have had to pack and arrange or wait for a transport, check into another hotel, and unpack again. We estimated we would likely end up sleeping at about 2 AM. Not a good solution. They had put a fan in the room. However, it was dirty (see photo), and when we turned it on there was a smell. Having been met with a series of “can’t do anything” we had no hope the reception attendant would be able to generate another, cleaner fan. We ended up opening the window instead. Unfortunately, the hotel gives onto a very busy, very noisy boulevard. So we did not sleep a wink. It was either heat or noise. We were exhausted the next morning. Valeria was back at reception the next morning at check out. She said she checked with her superiors and they would give us a discount. They still charged us about 300 Euros! She acknowledged the situation was mishandled, that we should have: a) been told there was a problem when we checked in; b) offered the option to be moved to the sister property earlier when it was feasible. However, they would still charge us. But she would speak to her superiors and email us. I received an email the next day: they are charging about 300 Euros. I called. Spoke to Georgia, the hotel manager. Her attitude was that they have expenses. So they need to charge us. It was clear that there was no consideration for the 
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