Hotel Cluny Square

The location is excellent, however it lacks the knack of customer service. The fulltime woman who is the manager is not friendly at all, and needs a lot of customer service training.
The hotel only has an elevator starting at the second floor of the building which makes it difficult to carry your suitcases if they are on the larger and heavier side. The spiral staircase from the ground floor is very uncomfortable when carrying several bags or people going up and down. There is minimal to no lobby on the 2nd floor where the main floor is. The rooms were nice and small overall very comfortable. we stayed a week and wished we had known about the elevator situation or that we didn't pay for the whole week in advance.

Absolutely horrible customer service. If you have a serious family emergency, this hotel will not offer a refund or be flexible on changing the dates, even almost a month in advance. They keep your money and re-book the room.

We were supposed to stay here end of March and my dad ended up getting very sick and he's currently in hospital so we had to cancel our stay. Air BNB, all other hotels throughout Italy have been so lovely, either giving us a full refund (even though they didn't have to) or allowing us a credit for future stay. Except for these horrible people who have zero compassion. I understand they run a business and we even offered to pay a penalty but they would not budge. We didn't even ask for a refund, we wanted a travel credit for future stay (with paying a penalty). This was booked through booking.com and even they tried to reason with the hotel, but they would not budge.

Imagine being this infelixble 3 weeks prior to your stay? I would highly recommend staying elsewhere, because if you do get sick, have a family emergency and cannot make your stay, this hotel will keep your money. Shame on you!! Profiting off tragedy.

Charged in full for a booking that had to be cancelled due to a flight cancellation. Informed them as soon as humanly possible but they declined to be flexible at all given that the cancellation was just inside their 48hr policy. Would expect a little decency when the circumstances are so clearly outside of the customer’s control. Majorly out of pocket as a result and left with a very bad impression of this place. Would avoid.