Good location & friendly, helpful staff but not 5*
Posted Aug 19, 2016
For me, this hotel does not live up to its 5 star rating. While the staff are very friendly and helpful and it is in a fairly central location, the hotel is rather tired looking with limited facilities. Unfortunately, we were put in a room where the ceiling was half painted and in some places flaking off the wall and it was generally dark and depressing. There were no coffee and tea making facilities unless you ask and when it did arrive there was only green tea supplied and no coffee. when we did request coffee sachets for the room again, we were greeted with a look of confusion/disgust by the restaurant staff who delivered it. Then we realised it was decaf he had brought and gave up trying to get a cup of coffee. Obviously, they prefer you to buy the coffee from the overpriced menu.
In their defence, when we told them we were disappointed in the room they were very gracious and found us an alternative which was fresher and brighter and the explanation given was that we had only booked a superior room ( caution to all superior room bookers) and that some guests prefer the classic room( in need of decoration). So, our stay did have a happy ending with regards the room where they moved us to another superior room with more modern decore, however in my opinion the hotel rating is over optimistic, over priced and facilities poor.
Comment from Hotel Management
Oct 26, 2016 by Vanessa Lemonnier - Quality Manager, Hotel Management
Thank you for taking the time to tell us about your experience at Sofitel Rome Villa Borghese.
We thank you very much for pointing out the friendliness and helpfulness of the staff as well as the central location. We genuinely look after our guests and love to indulge them.
We are so sorry however to hear that the comfort and decoration of the first room as well as the room service did not meet your full expectations; please allow us to express our sincerest apologies.
We strive to provide exceptional, personal and friendly service throughout the hotel and we are saddened that on this occasion we failed to deliver this to you.
At Sofitel, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us.
Overall we hope you could keep a nice memory of your stay in Rome.
We appreciate your sharing your concerns, and we do hope we will have the opportunity to restore your faith in our hotel.
Vanessa Lemonnier - Quality Manager
Sofitel Rome Villa Borghese