I am afraid I have a different experience of Italy.

My grandmother was Italian, and I spent many of my infant years with her in Italy. Despite being the children of a high level government envoy, living many of their formative years overseas, and being educated to an extremely high level, 1 of 3 of my grandmother's male siblings always behaved strangely towards certain foreigners, always showing complete disdain towards Americans.......and I believe this has filtered down to the next generation somewhat.

I have come across this type of behaviour once in a while in Italian hotels, and although most hotel employees are very pleasant, there's always one who feels it's his duty to make the customer feel like trash, irrespective of how pleasant you have been yourself to him......trying to make you feel under scrutiny.

Not too long ago, I experienced a disgraceful employee in a Starwood hotel in rome where he was so friendly to my face, but, whilst checking me in, with me standing in front of him, he went on to mutter something disgusting about my race and being married to a white woman in his own language.....he didn't realize my mother, standing next to me, was half Italian, fluent in the language, and happy to argue!.....however, the rest of the stay was fine, the manager was very apologetic, and I still stay at that hotel.

It perhaps would have been better if you had complained and called the duty manager, but you were upset, so it's completely understandable that you didn't.

I would however now complain straight to Starwood. Detail all the events that took place. Customer services are really good and fair and I am sure they will handle this for you excellently.