First of all we wish to thank you for your feedback, even though it is negative and compromising for our bed and breakfast. Your review however only focuses on check in and a double debit. We would also like to know what you think about the rooms? The cleaning? The position? How you slept? Was it a good price? How was the quality of your stay?

We would like to give our management response to some of the negative things you pointed out.

First of all we would like to clearly admit that taking a double charge was our mistake and we did all that is possible to refund the money, and finally managed to last week! So, all of this ended well.

With regards to waiting outside the door:
We clearly specifiy on all the websites that you need to inform us of your expected time of arrival in order not to wait outside the door when you arrive. We also send an email to all our guests giving precise instructions on how to reach us from Fiumicino & Ciampino airport and from Termini train station, we also ask them about their expected time of arrival and give our mobile phone number so you can contact us upon arrival if we are not around. This is a bed and breakfast and we are not on the premises 24/7 If you had followed instructions I doubt you would have waited too long and considering that Donata, who deals with check ins when we are not around, lives on the 3rd floor of the same building I don't think you could have waited for more than 10 minutes....

Double Payment:
You paid your stay the night before you checked out and this was absolutely correct.

What happened is that unfortunately, a couple of weeks later one of our staff that took a payment for a prepaid/not refundable booking made by another client made a mistake by debiting the wrong credit card (yours).

Refund:
At this point we received an email from you regarding the double payment, checked it out with our bank and once we found the problem we agreed to refund the money to your account ( and by this time already a month had passed!). Next thing that happened is that we received and email with a bank account number and the name of a bank in Australia, we tried to send through a bank transfer, and of course, it bounced back! After contacting the client once again we finally received a correct bank account number, SWIFT code (which is necessary for international transactions) and sort code that enabled us to send through the bank transfer 10 days ago.

N.B. A double debit had already happened with another client and the client was refunded in not even 10 days because they spoke to their bank and managed to send us all details we needed to refund the money.

Personally I do not see how you can state that this is coming up with every excuse possible considering that we made the refund as soon as YOU sent through the correct bank details. I would also like to specify that our mistake in debiting your credit card also cost us money in bank charges and commissions.

Unfortunately not everybody that stays at our bed and breakfast can be happy with the service they receive and we are perfectly conscious of this, luckily most of our clients think differently and are not so angry.

However, we wish to thank you once again for your feedback and hope that your next Rome experience will not be ruined by a mistake.

Kindest Regards

B&B Roma Vaticano