NH Collection Santo Stefano Hotel

We had an overall great stay, but unfortunately, there were a few mishaps, which is why I can't give it a better review than 2 stars. The location was great, the hotel was clean, and the breakfast was really good.

Unfortunately, during our stay, my friend left her car in the hotel's garage, and it got hit by someone who did not leave a note. The staff were quite nice and explained that we couldn't get video footage to see who hit the car unless we went to the police. At the end of our stay, we were also charged for the parking space at 30 EUR/day. If I were the manager, I would have at least offered the parking for free, considering the incident.

Also, we booked a superior room for one night and a junior suite for three nights because we were both working and needed more space. Unfortunately, despite our excitement for more space, we were really disappointed to see the state of the room, which was a lot older than the superior one, and the bathroom was older and not that clean. When we arrived in the room, we also did not have any running water. The staff offered to show us another junior suite, but upon entering, we were greeted by a smoke smell, as someone had obviously smoked in the room beforehand. The condition of the room was not much different from the previous one, so we preferred to return to the superior room, which was of much better quality, even though it was in an inferior category. Upon departure, we were still charged for the junior suite, even though we downgraded the room. I expected to pay the superior room rate, especially considering that the booking was made through their official website and not through a third party like Booking, so no third party was involved.