Hotel Novotel di Rome

Do I recommend it? Actually, almost yes. Would I come back - probably yes, but... Overall, I would give it a rating of 3+. Why? First, there was a technical problem when booking the hotel via the website. So I wrote an email to the hotel. This way I booked two rooms for the period from October 4 to October 8, 2023. The disadvantage of this booking method is the lack of online payment. However, I provided the card details in the form as a guarantee of the reservation. The day before arrival, the hotel tried to charge the cost of one night, but I was not informed about this anywhere in advance. However, the hotel employees - despite having correct data - used a primitive authorization method (without the presence of the customer, the Bank blocks transactions without the 3DS secirut). Nobody called me to ask what was going on. However, I immediately received an e-mail informing me that my reservation was not guaranteed and that there was a risk of its cancellation. I was already on vacation, and the situation stressed me out and resulted in a decline in the quality of my rest. I called the hotel, explained what was going on and that the card was OK (the entire Accor chain uses it for my reservations and it's fine). Zero understanding, and as you can see from the status, I'm not a rare online customer. Instead of understanding, the lady I was talking to started talking to me in Italian (we had spoken in English before). I hope that when she goes on vacation, she knows all the languages in the world. Zero empathy and even a smile upon arrival did not change that. The disgust remained. Very big. It was I who proposed the solution - sending me a link with online payment and paying for the reservation immediately. The hotel didn't offer it, it only threatened to cancel it because ”I gave the wrong card.” There was stress, my day was slightly ruined. After arriving at the hotel, the crew didn't even apologize to me. I received nothing. Is it normal that the hotel authorizes our cards in a primitive way and poses a security risk? Overall, the rooms were ok, as was the bar. I can't say a bad word here. The location is ok. The restaurant too. The only minus is a broken tap in one of the two rooms, and its repair took two days, even though it was reported immediately. For all the confusion and destruction of part of my holiday, I will expect compensation from Accor.

The service was average considering it being a 4 star hotel. The hotel is in need of getting updated.