Hotel Urbani in Torino

Maybe not the worst hotel for everyone but it was for me, the room was not the most spacious but it was an ok size, the bed was extremely filthy, I think they did not change the bedsheets in a while, it smelled of sweat and it was so disgusting, the pillows were the same, I think the floor was cleaner. I have reason to believe that if someone had covid-19 and couldn’t smell anything they would be cured by the stench of the bed. It reeks!
There were no hand tissues, the bathroom door can’t be locked, you can hear others in the aisle speaking, and whenever someone in the building uses the bathroom you can hear the water flow.

Someone said in a review that the only good thing about this hotel was its location and let me tell you, he was correct! However the reception staff were really nice and great to work with.

Once again it was my worst experience ever.

This is my worst experience with hotel accommodation I had ever had and I am travelling couple of times per month. I booked this hotel on their website ( I regret I haven’t done this through intermediary websites as they provide customer support) 2 weeks before coming to Torino, mentioning that I need 2 single beds, twin room. Everything was confirmed and on the day of arrival, as we arrived earlier than check in time, we agreed with the girl from the reception that we come back in the evening and we left our luggage at the hotel, but before leaving I checked again if our room has 2 single beds and she confirmed.
At 8pm, when we came back the guy from the reception gave us a double room with a double bed as he said WE DON’T HAVE ANY TWIN ROOMS AVAILABLE!!! And he couldn’t find a solution, just excuses and he never even apologized! When I asked why there is no available room as we booked weeks in advance he said that he doesn’t know and when I asked for a solution he told me that I CAN FIND ANOTHER HOTEL AND THEY REIMBURSE MONEY FREE OF CHARGE!!!!
Basically this incompetent worker who has no clue about customer support and just was coming with excuses, had just one “bright” idea to tell me to find another hotel.
Even the manager he called said that there are no room and they cannot do anything about it!
I recommend thinking twice before booking this hotel and if you do, use intermediary websites and DON’T book on their website as the arrogance and incompetence of the staff is simply ridiculous.
So bad i cannot put lower than 1 star!

P.S.: As i cannot reply to what owner replied, or better said it is a reply where i am accused of providing misleading information and that i lied, i just want to advise them to find solutions instead of excuses. Half of the reply is just a big lie which never happened but i would skip as going step by step i would had to reply to 70% of that reply because the truth is different.