colettel

Hello!

I'm currently staying at the St Regis Rome... and UGH.
I guess I was warned this is how I would feel coming fresh from a stay at the St. Regis Florence (omg HEAVENNNN), but this stay in Rome is totally missing the mark.

Don't get me wrong: so far, the service has been good. Not exceptional (St. Reg Florence was exceptional). Here, it is good. People are friendly and accommodating, but unlike Florence, where it seemed they were truly genuine in their desire to be helpful, here, it feels like a job. No going out of the way to explain things for instance, which was particularly annoying given that the hotel is undergoing lobby renovations and locations of things are all amiss. I did receive a welcome tray of some fruit and cookies which was appreciated.

Anyway, that's beside the point.

My main point is that the room is a little gross. I've read the reviews about people stating it's dated, but simultaneously, others have photographed nice rooms on tripadvisor. I guess I got a lemon...

I should note, this is a points stay and I used SNA and was upgraded to a jr. suite (courtyard facing).

I understand that this is a busy time, but honestly, I would rather have a non-suite room if it were newer in nicer shape. I certainly don't need the extra space or services.

Anyway, I am not one of those entitled people that are like, I DEMAND XYZ despite being Platinum Ambassador status.

I actually did write a note to the staff since they had emailed about what I would like in my stay, to which I wrote I would like to check in earlier if possible and also a renovated room. Both of these were denied (I arrived at 12:30 and could not check in until standard 3pm so i had to freshen up in the spa; also room is disaster).

So basically, what is the best advice to not be an annoying guest, get some recompense and a different room? Who should I contact? And how do it without sounding whiny, b/c again, on the surface, this should be a fine room... it's these little things that add up and make me very disappointed

It's really too bad the hotel has let itself slide into this level of deterioration before actually doing something about it. It's not only the room, but the overall feel of the hotel. I am posting some photos that show what I mean...

Photos:
- elevator buttons (even if hotel is a little old, they should maintain the upkeep on things like wiping down the handprints over EVERYTHING... this elevator button was on the upper level, but the one in the lobby was disgusting; inside the elevator, the shiny surfaces/mirrors, also befell ugly prints
- a random sofa sitting in the hallway in desperate need of reupholstering; this was actually a bit appalling to me to have this ratty thing sitting in the hallway with missing buttons and a rusty ring mark
- Bathroom door inside the suite clearly needs fresh paint - generally, for everything in this room best not to look too closely in the corners...
- full room really needs fresh paint; this faded yellow and red colour scheme makes me like physically repulsed (messy bed is my fault; photo only to show the horrendous colour scheme)
- Complement that with a GREEN velvet sofa in the sitting area with a huge stain... ugh.

Governator

I think social media is your best avenue. I've used Twitter many times to get immediate and appropriate response on hotel problems. I also try to keep balance by making sure I praise good service and room quality as well.

sfozrhfco

Seems hard to believe that somebody could stay more than 100 nights per year and not know how to politely ask for another room.

If finger prints in hot, sweaty Rome in the middle of summer is a big deal, perhaps wear gloves.

Rome is a place that most Romans that can afford to, leave the last two weeks in August precisely because it is so hot and humid. Most of the experienced staff is also most likely on vacation with the rest of the Romans.

That said, if you don't like the room, simply go downstairs and ask politely if another room is available.

The biggest problem in the room actually is the heavy vase above the bed. Rome is in an earthquake zone and that was one thing I moved right away when I was there. Having that fall on you when you are sleeping would not be pleasant.

Starwood Lurker

My apologies. If I was a Platinum100 member, the first person I would contact would be my Ambassador.

Best regards,

William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide

[email protected]

CPRich

Maybe it's just me - I would certainly deal with the property and allow them to try to make adjustments before going to social media. Walk down to the front desk and ask.

If I managed a hotel, I'd certainly want to have the opportunity to make something right, or at least be informed about it, before going around me and my team.

Is the art of actually talking to people going away?

Doc Savage

Go to the front desk, and ask for a different room. Inspect the new room before accepting it.

fini

colettel

Yes, it is! My hotel stays for last year were all at the same 2 hotels where they knew exactly what I wanted and I always got exactly what I expected. Standard Westin and St Reg Houston service... I didn't talk to anyone except check-in who knew my name.

I simply have never felt need to complain about a room before so sorry to cause you an eye roll, but it's not something I'm used to. So no, I feel awkward explaining that I feel the hotel is dated when in another world, perhaps it's what I should have expected. So is that to be expected then?

And also, regarding finger prints on every shiny surface (including the floor numbers across the top of the elevator), this is I believe unacceptable for 5* property. Same for abused sofas in the hallway. If you think this is to be expected, then that is news to me, but also something I'm curious about.

floridagal23

Ask for a different room and failing that try to see if they will move your reservation to the Westin which is right by the Spanish steps and has been renovated more recently than the St Regis (but still has some older furnishings and garish colors).

Doc Savage

colettel, you seem very nice. Honestly, what I would do is chalk up the little problems with the room to the vagaries of travel, and enjoy my time in Rome and not waste it worrying about the hotel. After all, how often are you in Rome?

Hope the rest of your trip goes very well.

Safe travels,

Doc

SkiAdcock

I'd give a pass on the fingerprints on the elevator. Agree there shouldn't be a sofa in the hallway. The door pic is ugh. So is the stain on the sofa in the room - no way would I want to sit on that. The color scheme - eh, no biggie. A few of your items are legit - the rest are let it roll off your back & enjoy Rome.

Re: complaining. I'd start by contacting the hotel staff first to see about getting your room changed before going to social media.

FWIW - I don't think you should be compensated, but simply get a room change.

Cheers.

Dr. HFH

You mean the hotel f/k/a The Excelsior? I wouldn't call it "right by" the Spanish Steps, but maybe a 10 minute walk. I'm staying there in a few weeks and quite looking forward to it. It was a lovely, grand hotel in years past. I'll be interested to see how it's changed since becoming a Westin.