The Westin Excelsior, Rome

The only thing that is 5 star about this hotel is the price. Our toilet leaked the entire stay, we let them know multiple times and no one fixed it. We were never able to get into our room because our room keys always stopped working. We had to get new keys 10 times during our 6 night stay. It was absolutely absurd. The front desk made it sound like it was our own fault that our room keys were not working. I stay in hotels about 100 days a year. I know how to use a room key.

We ordered champagne from room service and it never came, but we were still charged. I ordered food from room service and it was cold.

The front desk workers have attitude problems, I don’t know maybe they have issues with people from the USA. The restaurant is mediocre and the prices are ridiculous. Go down the street to Harry’s Bar, it’s more expensive but atleast the food is good.

The maid and room cleaners were very kind I will say that, they tried to help us but even they confirmed with us that the front desk and concierge staff are not very good.

We are very loyal to Bonvoy when we travel so we have lots to compare this with and we were so very disappointed with our stay here. This Westin is in dire need of an update! We actually moved out early and moved over to the Marriott Flora which is just a couple blocks away.
Our room was falling apart. Door handle to the bathroom was hanging on by a thread when we arrived as was one of the handles to the closet. The walls were in such bad shape and the water temperature in the showers went from hot to extreme cold all the time! There were no plugs by the bedside tables for our phones so I had to unplug the lamp. The carpet was so old I was scared to walk barefoot on it. I know it’s an old historical hotel but wow this was so not worth the price!
One redeeming factor was the front desk staff.
Hopefully it will get its very overdue upgrade soon so it can compete with the other hotels around the area!

Good location and great if you get a room with a balcony, but it’s strange that they don’t give you a kettle or an iron in the room due to “local regulations”. Probably another scheme to make money.

Front desk is rude… I was staying as an Ambassador member (you need to stay in Marriott hotels for >60 nights and spend >$25,000 in a year), and when front desk manager greeted me, she said: "You have a high status, so I have to ask you if you want free breakfast or points". In a very demeaning manner. Usually, in other hotels they say "Welcome, thank you for your loyalty". Moreover, the same Lady greeted us at breakfast. To say that she was rude was an understatement. They put us on the second floor in the far area even though there were empty seats in the main room.

Room service menu is not worthy of 5 stars. They only have 3 types of pizza and not even a Greek salad.

We ate at Dovey downstairs, and they forgot a part of our order. Caco e pepe was good though.

When you call room service, they never pick up. When you call front desk, they yell at you in a thick accent that is difficult to udnerstand and hang up. They are not even trying to speak slow or ask if the guest received helpful guidance.

Finally, concierge put me in a taxi to the airport that overcharged me because I was paying by card. I should have taken an Uber. Another scheme for the hotel to make money.

All in all, I don't think this hotel is worth the money it charges.

For a suite costing over 1400 euro per night, the shower is not even hot. It took 20 minutes of waiting for the water temperature to get to body temperature, and the maintenance guy came 1 hour later saying that it’s not possible for the water to get any hotter than 40C, which was a lie as the water temperature did get slightly hotter 10 minutes after he left. No steam in the bathroom as you can see crystal clear mirror after running water at the hottest for 20 minutes. It was the worst I have ever been after staying 480 nights in Marriott hotels. The hotel staff did not even try to find alternative solutions for us. It’s really unacceptable for the 5 star hotel to be like this.