At check in, we were given a room that was did not resemble what we booked. We booked a larger room that should have had city views. The first room did not match the text description nor photos, so we returned to the desk to ask for the room we had booked...
The woman at the front desk first insisted that the room was what we had booked. Then, when I showed her my hotels.com booking, she then returned with her manager. They conversed in Italian, and then the manager told me that another manager had set up the hotels.com descriptions and they were incorrect and that I should complain to hotels.com!
I emphasized that I booked a larger room, paying more, and that it was supposed to have city views. The rooms exist in the hotel, they can be seen on the hotel's own website. In the end, they gave us a larger room, in better condition, facing the city, but on a lower floor with no views.
That room was fine, other than being a bit dusty and worn, and not the room that I had booked.