I have been travelling to Modena on a regular basis, for business or leisure for the past 31years, and never stayed at place where so much was not right in the space of a16 hour stay. We actually had two rooms booked by 3rd parties. The rooms looked like something our of a World War Two documentary.The toilet is placed in the most awkward of positions with users practically sitting down with legs inside the shower tray. Sleeping was a nightmare due to the soft back breaking mattress and disturbances through the night and particluarly at 4.00 am by noisy, foreign,drunken guests in the corridors leading to the hotel rooms. No hot water was available in one of the rooms. Leaving early morning on settling our bills, a tariff at 30% higher then the on line version was actually applied. When confronted, the person at the desk, abrubtly confirmed rates as per hotel website applied to those booking on line only!! So presenting oneself directly at hotel reception desk incurs a surcharge of 30%...so it seems!! When I complained about the night commotion and the lack of hot water, the issues were just shrugged off by saying she was just an emnployee. The last straw, was the clark's refusal to put me in contact with her superiors, stating nobody was available. So much for customer courtesy and complaint handling!! A short chat by a member of the management over coffee might have softened the overall negative impact. My only way of obtaining some kind of retribution was to advise Trip Advisor. On my part this hotel is out my hotels directory and I will ensure that neither family and friends will ever stay there. On the other hand, any future return to Modena, will certianly not be effecetd as both the city and it's people have retained their constant charm and uniqueness ever since my first vist there in 1979.