Hotel Hilton di Rome

We had a stay for 6 nights and we like the property a lot. Very modern and spacious rooms. We also would like to compliment Glenda and Chiara as they did an excellent job at the reception desk. Staff on the breakfast area were very attentive as well. However when it came to reservation experience it was a huge disappointment, probably the worst experience I ever had. It started when our booking was suddenly cancelled without prior notice, I called back immediately to reservation department (seems like central reservation). The person I spoke with - Mario, was extremely rude. At first saying that it cancelled because my card is declined, and if I want to reinstate it I need to pay 80 euros more. I was not happy with his reply and ask to talk to manager. My request was ignored. Eventually after some time he told me I can reinstate the booking under the same price. After he said that he doesn’t understand why I am frustrated and he doesn’t like to talk to me. I didn’t expect that attitude from staff of the hotel brand like Hilton and I ask him to connect with his manager again. My request was ignored again. I was constantly interrupted by him when I spoke. That was absolutely terrible and offensive experience for me. Then I was inquiring regarding possibility of early check in and I was receiving different information from reservations and front office. I could see that staff members were not sure what charge would apply. I called to Front office of the hotel and ask to talk to Gianni Brescia - Front Office Manager, the girl on the call replied that he is on the meeting and will be there all day. I called again and he still was not available. I called next day and got reply that the manager is busy because of evacuation test. I felt that he is dodging the conversation. Very frustrating