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Reviewed 18 May 2015

We showed up at the Romano House after navigating the streets of Catania in our rental car only to be told by the front desk that they had computer issues and didn't have a room for us and had moved us to their sister property the Romano Palace. The guy at the front desk told us they had "called people". Yeah well you didn't call us. He then proceeded to plop down a map of Catania and show us how to get to the other hotel. It wasnt off the map. He said just head to the water and follow the signs we'll see them. Well we didn't. So an hour or so later we arrive at the Romano Palace. It's out by the airport and there is literally nothing around it except for abandoned lots and graffiti everywhere. The place says its a 5 star luxury resort. It's a glorified airport hotel. When we asked the front desk if there was a shuttle to the center of Catania (since that's where we thought we were staying!!) we were told no. Yet when we parked our car we parked right next to the hotel shuttle. Honestly the worst part of the whole ordeal is that it was pretty obvious the entire time that we were being scammed. We were never offered an apology of any kind and Romano Palace out by the airport is NOT a suitable substitute for the Romano House in the middle of central Catania. It's pretty clear they overbook on purpose and then if they are able to secure a better rate they bump the folks with the lower rate to the other hotel. Beyond disappointing. I would be very wary of booking here. We didn't have a chance to explore the city from the hotel since we got bumped to no man's land. However in the 5 minutes we WERE there we did come across a variety of prostitutes on the same block in the middle of the day....

Date of stay: May 2015
  • Trip type: Travelled as a couple
    • Value
    • Location
    • Service
3  Thank Katie W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GIUSEPPE R, Responsabile relazioni pubbliche at Hotel Romano House, responded to this reviewResponded 11 December 2015

Dear Madame,

We thank you for taking your time to post your review on TripAdivisor and providing us your opinion which allows us to monitor our services.
Your reviews encourage us to improve our quality standards.

 We are desolate for what happened to the Roman House Hotel, our staff is trained to satisfy all requirements of our guests and to guarantee high quality standards.
 The receptionists had a problem with reservation but they found a room at five stars Romano Palace Luxury Hotel.
The colleague showed you a map of the city center and Romano Palace Hotel is in front of the sea.

Romano Collection Hotels are different, because they have been designed to satisfy the different needs of our guests.

Roman House Hotel, is located in the downtown, so our guests can reach all the monuments, restaurants and basr with typical Sicilian cuisine. Romano Palace Hotel offers the best services to satisfay the business clients.
The municipality has to guarantee the securityin the city.

Romano Palace Luxury Hotel is in front of the sea and close to the airport, all the staff is able to offer a wonderful and comfortable trip; during the period of your stay the shuttle service didn't work for technical problems.

We kindly ask you to accept our apologies for what was not to your liking.

Hoping that in the future, you will give us another opportunity to show the professional care of our services during another stay, we stay at your disposal at anytime for all info or assistance on this matter.

Will always Welcome at the hotel of Romano Collection:

-Romano Palace Luxury Hotel (5 stars) in Viale Kennedy 28
-Romano House (4stars) in Via Giovanni Di Prima 20, in the heart of the city

Wishes to have you again our Guest,

I send you my Best Regards,

Chiara

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 11 May 2015

We had a great stay in your newly renovated beautiful hotel.

But unfortunately I have to inform you that we have really disappointed with your
staff’s bad and poor service.

The stuff is too young and could not give proper service even for basic things. They are not responsive at all.

I wrote the below email for my special requests on 10th of April; did not get any response.

I sent the same email trough booking.com 20th of April and did receive response from booking.com that my mail has been delivered to you.

After getting no response again; I called your hotel and talked your reception staff Stefanie to organize some flowers and dinner booking on the phone one week before our visit. She said that it is too early to arrange those things but they will do it when we arrive -with the note that I have to remind her when we are there- .

First day on 6th within our arrivel; I reminded her our conversation on the phone and she could not remember. But she said to me that it is possible and I have to remind her the second day again. I also remind her second day on 7th again with the details of the bouquet and type of restaurant we would like to go. On our third day (on 8th which was my wife’s birthday); she was not on the reception desk. I told her colleagues again that I would like to receive a flower bouquet ready on our arrival at 20:00 pm and the reservation; and Stefanie knows the details.

When we arrive to the hotel at 20:30pm she was there. I asked her if she arranged the bouquet and dinner reservation. She said if I did it myself and blame me with not reminding her.

At the end she did the reservation on the last minute and I could not give my wife the surprise which I planned month ago; no flowers; no birthday cake arranged in the restaurant.

Where ever I stay in the world; if you tell the hotel even to the restaurant that somebody in the group has a birthday they will arrange some kind and thoughtful surprise without even asking. In your hotel nobody even told my wife “Happy Birthday”. I am very disappointed with this recklessness.

If you would like to keep being good in hospitality business you should teach your staff that it is not only a giving keys and saying hello. And people staying in your hotel are not the customers but your guests.

There was one exception: The night guy Giacome.He was the only one who could understand what we are asking for; and helped us everything we needed.

Date of stay: May 2015
  • Trip type: Travelled as a couple
    • Sleep Quality
    • Cleanliness
    • Service
5  Thank Daghan
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GIUSEPPE R, Responsabile relazioni pubbliche at Hotel Romano House, responded to this reviewResponded 20 May 2015
Google Translation

Egregio sign. Daghan,
Ci scusiamo per il ritardo nella risposta. Siamo davvero dispiaciuti per le rimostranze che ha sollevato riguardo il nostro personale, che le assicuriamo essere accuratamente selezionato e altamente professionale.
Siamo certi ci siano state alcune incomprensioni, e siamo pronti a chiarirle.
Per esempio lei lamenta che alla reception abbiano avuto difficoltà nel ricordarsi di lei e della sua richiesta: può accadere data la grande affluenza di clienti che giornalmente orbitano nel nostro hotel. Dopo qualche esitazione però tutto è stato risolto.
Per quanto rigurda i fiori invece, il fioraio è stato chiamato, come lei ricorderà, ma quando lei si è accorto di avere solo dollari con sè, nonostante si sia provato a cercare una soluzione alternativa, ha preferito annullare la richiesta.
Infine, a proposito della torta e degli auguri, il nostro personale ha cercato di mantenere il riserbo sul compleanno proprio per non rovinare la sua sorpresa, per questo ha evitato di fare gli auguri a sua moglie, ma si è premurato nel fare prepare al pasticcere un dessert con candelina, non avendo ricevuto indicazioni sulla torta.
Siamo desolati per il suo disappunto, ma speriamo di aver fatto chiarezza sui malintesi.
Ringraziandola per l’attenzione prestata, porgo cordiali saluti.
Simona,
Responsabile delle pubbliche relazioni.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 2 May 2015 via mobile

We stayed 4 nights in warm Catania in this hotel. The staff was very attentative and friendly - both at the desk, the bar and the restaurant. The first room we got was dark and with no aircon. We were given a new good room at once the next day. The position of the hotel was very central and nice. The quality of the internet can be improved.

Date of stay: May 2015
Trip type: Travelled as a couple
Thank Kaare Lund R
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
romanohousehotel, Responsabile relazioni con la clientela at Hotel Romano House, responded to this reviewResponded 4 May 2015

Dear KaareLund,

we are extremely glad to read your comment.

We're looking for to welcome you again as our Guest.


We give you our best regards

Guest Relations Dept.

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Reviewed 29 April 2015

Stayed for a week, it is a great value for your money, the room is beautiful, the food is good and the staff is the best. Antonella from the reception is super kind and attentive, I had no problem communicating with her in Spanish (fluent). In general, this is a very very good option if you are thinking about spending time in Catania

Date of stay: April 2015
  • Trip type: Travelled on business
    • Value
    • Rooms
2  Thank Erick R
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GIUSEPPE R, Responsabile relazioni pubbliche at Hotel Romano House, responded to this reviewResponded 10 August 2015

Dear Mr. Erik R

We first of all thank you for taking the time to write and share your precious comment on Romano House Hotel.
Customer satisfaction is a primary goal of Romano Collection Hotels.

We are glad that you have appreciated our hotel and the food.
All our Staff is trained to establish a friendly relationship with the Guests; our receptionist Antonella helped you enjoy a memorable holiday.

Will always Welcome at the hotel of Romano Collection:

-Romano Palace Luxury Hotel (5 stars) in Viale Kennedy 28
-Romano House (4stars) in Via Giovanni Di Prima 20, in the heart of the city

Wishes to have you again our Guest,

I send you my Best Regards,

Chiara

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 9 April 2015

The Hotel is greatly situated in the heart of Catania. However, when you leave, always go left. Never go right. To the left, you will have access to many Trattorias, Bars, Shops, Cafes - beautiful. To the right, a more shady area with red light ambiance begins and I walked there during daylight only. I would recommend to keep it that way or avoid the area at all. If you simply always leave the Hotel to the left side (left when walking out), you will have a wonderful time. Everything you need (nightlife, restaurants, sights to see) in walking distance.

Other than that, the Hotel Romano House is a great place to stay. Very modern, nice design, clean, spacious rooms, important: great bed, good breakfast, nothing to complain. I stayed there for 4 nights, only one night (Sunday) there was (terrible Euro-House)-Music noise from around 8pm to midnight sharp. But you should be out on the streets of Catania anyway. And wireless Internet was great, also important. Staff very friendly and helpful, room service the way you want it: you don't notice them at all. Overall a recommended place.

Date of stay: March 2015
  • Trip type: Travelled as a couple
    • Value
    • Sleep Quality
    • Service
Thank epapa100
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
romanohousehotel, La Direzione at Hotel Romano House, responded to this reviewResponded 14 April 2015

Dear Epapa100,

thank you for your kind feedback, for having spent some of your time to leave your precious comment on Romano House Hotel.

Customer satisfaction is a primary goal of Romano Collection Hotels.
We are satisfied that you have appreciated our hotel and services, all our Staff is trained to establish a friendly relationship with the Guests.

Wishes to have you again our Guest, I send you my best regards.


Simone Messina
Hotel Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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