Grand Hotel Fleming by OMNIA hotels in Rome

The hotel was small and in a really rough illustrious part of Rome. Upon our arrival to our room our first day at the hotel the TV didn’t work, the safe didn’t work, and the lights all were on the same circuses breaker so they were not working on their own. The heater wouldn’t turn down so we were roasting and had to pen the window. My husband isn’t one to fuss but this was ridiculous. He asked for help from management to maybe switch our room to another and he said it was not possible as they were supposedly no vacancy. The manager came into our room and tried the tv out( didn’t work)tried to reset the safe.. then said the heater is like that in all the rooms and left with no more words or no empathy for our concerns. He comes back 15 min later with batteries for the tv remote and left. No more words. Was unreal and so unacceptable to a guest. Aside all that there was black mold in above the shower. I would absolutely not recommend staying here unless you want to stay with constant unacceptable conditions on your vacation. My husband is a carpenter and took some mild photos included.

Dear Front Office Manager / Guest Relations
Manager,
I am writing to formally complain about the unacceptable experience my partner and I had during our check-in at Grand Hotel Fleming on 29/10/2025
Our stay began with a significant inconvenience and breach of privacy. After checking in and being assigned room 421. we entered to find the room. occupied by another guest. This was highly
embarrassing and uncomfortable for all parties involved.
We then had to return to the front desk to be assigned a new room. The second room we were given was a Classic Twin Bed room.
While this room type was technically what I booked, I had made a special request for a large bed at the time of booking. This request was clearly not honored. I understand that special requests are subject to availability, but it is disappointing that it could not be accommodated. Furthermore, it raises the question of why the option is presented to guests if the hotel is consistently unable to fulfill such fundamental requests.
The combination of being given an occupied room and the disappointment of our special request being ignored made for a very poor start to our stay and has negatively impacted our overall impression of Grand Hotel Fleming.
Given these issues, I believe a gesture of goodwill is warranted. I would appreciate it if you could review this matter and propose a suitable resolution, such as a partial refund for the inconvenience or a voucher for a future stay.
I look forward to your prompt response and a proposed resolution.
Sincerely,
Khin

BEWARE this is a 2 star hotel at best. Black mould through bathrooms, rude staff, inedible breakfast, all r conditioning that you need to fight with staff with in order to have it turned on in room and when they do it is shut down in 10minutrs to 2 hours and the whole battle starts again. Do not stay here!

I am staying 3 nights (Check in 23 Sept 2025).
The room amenities are not provided completely and consistently during my stays.
- 1st night: complete;
- 2nd night:... only 1 bath shower; and
- 3rd night:... less supply of tea bag and no bath shower.

By far, this hotel was the most terrible one we experienced during our trip in Europe. The people in front desk are not welcomed at all. The room was so hot and the air conditioner doesn't work properly, when we asked them to fix it they said that it is centralized and couldn't be controlled from the room. The breakfast is awful, you cannot even have a normal hot coffee as the coffee machines are old. Inside the room they don't even provide you with a simple bottle of water and asking you to by it. There is no even a simple tea maker inside the room. The internet connection is terrible and is low speed.
The location is also very far from the center and sightseeing, it takes almost 30 minutes to go to the center by taxi and it costs euro 40 each time.

My daughter and I had a deeply disappointing experience during our stay. As Filipino English speakers, we felt completely unsupported by the staff. When we asked for assistance in booking a taxi at checkout, we were told to try finding one ourselves first—and only if we couldn’t manage would they step in. It was incredibly stressful, especially in a foreign country. Thankfully, a kind Filipino guest who spoke Italian intervened and asked the front desk on our behalf. Without her help, we would have been stranded.

The only reason we stayed at this hotel was because my parents, who are part of a pilgrimage group from the Philippines, were booked here. We live in the UK and hadn’t seen them in many months, so this trip meant a lot to us. We hoped to share some meaningful time together during meals. However, when I asked if we could sit with my parents at dinner—even offering to order from the à la carte menu—the staff refused and placed us at a table far away. It felt cold and inconsiderate, especially given the circumstances. We weren’t asking for special treatment—just a small act of kindness so we could be near loved ones we rarely get to see.

Sadly, what should have been a warm and meaningful family reunion was overshadowed by the lack of empathy and hospitality shown by the staff. This experience left us truly disheartened.