Review of Trevi Elegant Apartment 2*

Buyer beware — I rarely write reviews but given my experience, I figured it was necessary. I made 2 reservations at the Trevi Palace Luxury Apartments about 4 months in advance of my stay for my family and myself. Over the course of the 4 months, the ratings of the hotel dropped — I read reviews of the hotel that said (potential) guests were informed that there are last minute emergencies and they could not accommodate guests, so would "upgrade" them to a hotel that is in a different location (owned by the same management btw). Given the reviews, I decided to re-confirm my reservations with the hotel, as I did not want to stay in a different hotel in a different location. I was re-assured that everything was fine. Less than 24 hours before check-in I receive the email saying there has been an "emergency" and they want to "upgrade" me to the other hotel (The K Boutique Hotel). I was in Florence on a tour when I got this email and of course, the next few hours were spent on my phone trying to figure out next steps thereby ruining my tour of Tuscany. The hotel management was totally non co-operative and basically said there are no other options. As a tourist, one has limited time and resources especially when one needs a place to stay in less than 24 hours. I decided to escalate to the website through which I made the reservations and ultimately they made a decision to let the hotel know that they will give me a full refund irrespective of the hotel's cancellation policy. They read the reviews of the hotel and clearly understood the situation. Being a Hilton Elite member, I was able to make last minute reservations at the Rome Cavalieri at a good rate and we really enjoyed our stay there. However, options were severely limited as it was peak season in Europe and everything was booked or quite expensive at the last minute. It did not even occur to the hotel management to offer the refund or compensation of any kind as most likely I imagine the other tourists just accept the last minute change given the limited options. Overall, given that they seem to have "emergencies" quite regularly as well as their attitude to customer service, I would recommend taking your business elsewhere.