I have been a guest at the Boscolo Exedra Roma hotel in the past. I warn travelers that my current experience with the hotel indicates a significant change in direction on how they treat customers.
Being a member of their Boscolo Rewards program or my past patronage meant nothing to this hotel management team. The hotel did care that I spent thousands of dollars with the hotel in the past. Here is my story:
I recently booked two nights at the Exedra Roma using a travel partner advertised on TripAdvisor. The dates of my original booking were August 1st – August 3rd and I paid approximately $350 per night for the room. The room was marked at a non-cancelable rate.
The family I was traveling with to Italy had to cancel their trip because the wife broke her arm. I contacted Hotels.com and the Exedra 10 days prior to my visit to ask if I could move the dates. The Exedra flatly refused. The Hotels.com Silver Support Desk was unable to convince the hotel to allow me to move the dates.
I asked again to say that they could give me two days in the Fall or Winter when occupancy was lower, and they refused. The Exedra management team had no interested in being flexible with my situation. They had no concern that I would lose my $700 investment.
I am in Rome this week and asked if I could stay two nights this week. They said no.
It amazes me that the hotel management would think that this policy is a proper way to treat repeat customers. I have stayed over 15 nights at the Exedra in years past and the management team was always very accommodating. I am also a frequent traveler and a frequent visitor to Italy with an active record of online travel reviews on TripAdvisor.
Hotels.com – A Strained Relationship?
My experience seems to point to an uncomfortable relationship between hotels and online booking websites. Hotels.com was unable to help me and the Exedra treated me life a second-class citizen. Both companies have a broken business model because both have me in their loyalty programs and both were not able to create an acceptable solution.
I would strongly recommend that travelers take this story to heart and be careful about booking a room at this hotel. The fact that I could not get credit for any future two-night at the hotel, during any time of the upcoming year, is a clear demonstration of the Boscolo Exedra Roma's customer service attitude. A Five Star property this is not.
- Official Description (provided by the hotel):
- Blending modern sophistication with a traditional 19th-century palace design, the Boscolo Exedra Roma, Autograph Collection, is a truly breathtaking sight to behold and unparalleled stay to experience. Sitting gracefully in the renowned Piazza della Repubblica,stunning Paris landmarks such as the Spanish Steps, Trevi Fountain and the Colosseum are only a short trip away. ... more less
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- Also Known As:
- Boscolo Exedra Hotel Rome
- Boscolo Exedra Rome
- Exedra Hotel Rome