We stayed at Relais Vaticano the weekend after easter and had booked a suite there for 3 nights. On arrival we were shown to our room which was not a suite. After some discussion with the receptionist it transpired that the hotel was full and there was no suite for us - not being that fussed we agreed to not pay for the suite on the first night and be moved to a bigger room the following night. A few hours later we tried to use the bathroom - the shower was broken and the drain blocked so the bathroom became flooded. The only solution they could give us was that they would unblock the drain, but could not fix the shower so we had no way of washing for the night. The person on reception agreed we would receive a substantial discount for this inconvenience.
The next night we moved to a bigger room in the annex part of the hotel (essentially a room in a block of flats) which was lovely - the whole decor of the hotel is beautiful and more than you would expect for what you pay. The only further problems we had was getting around the hotel itself! There are a variety of keycards and keys which work on some doors and don't on others which mean it can be a bit of a maze.
All in all we were happy with the second two nights and the hotel represented good value for money, however when we paid for our stay and expected a substantial discount on the first night (considering we had booked a suite and only had a bed and couldn't use the bathroom) we were offered a meagre 20Euro discount. "This hotel does not give discounts" was the policy of the very inflexible receptionist. The manager was nowhere to be seen and only by spending 15mins arguing about it did I manage to negociate another 30Euros off. There was absolutely no focus on apologising for the inconvenience and we left the hotel extremely frustrated - hardly what you want if you went there for a relaxing break.
All in all the hotel is very nice and good value for money but you will be taking a gamble staying there that they will get everything right - be warned that if they don't then you shouldn't expect everything to be sorted as it won't be. If thats a risk you are willing to take then stay here, but with so little holiday in the year I would avoid this hotel if at all possible
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