Hilton Rome Cavalieri Hotel

“ The hotel itself was lovely, very luxurious with fantastic sized rooms and suites. The lobby was quite something and the bars and restaurants lovely. The setting was great in beautiful grounds and we were very happy with the hotel itself. However, the staff (50% of the staff) were not so good. we stay at many 5* establishments and this hotel offered the worst service we have ever encountered. I must stress that this did not involve all the staff, but at least half of all the staff were as good as useless. When we arrived (with a three year old tired from a long drive from SW France in tow, our booking was not found on their system. We then had to wait for nearly an hour whilst they tried to sort out their computer problem. Not a good start. The reception staff said that we needed to get onto our email (by paying for it in reception area with) to access our booking (although we had given them our full printed out booking with reference numbers). Eventually they found us alternative accommodation. We were placed on a lower floor but still in our suite and a separate room for our teenage daughter. The room was freezing for three days (no heating due to renovations going on in the rooms surrounding us). We found half of the door staff unhelpful and did not help you from your car, open the door for clients, whilst half were really great. The concierge staff sent us to a day outing which was closed two hours drive away and then stated that there were no available tickets in all the city for a concert or opera at all (I got online and booked within ten minutes of speaking to them three tickets to the opera). The Christmas day childrens entertainment was a shambles....very late, lots of unhappy kids waiting around and no qualified staff on hand whatsoever. we were then informed we had to pay 35 euros for our son to attend the party which was an hour late although I had been told by reception that it was complimentary for our suite. The room service staff were in contrast excellent (we have a lot of room service with a three year old!) they were efficient, polite, truly 5* service each and every time we used them. There was one in particular who often came to our room who was a cut above everyone else there and should really run the whole establishment! It would then be efficient! In short, the hotel was great, the facilities excellent, great pool, spa, etc, but the hotel should really shake up all the staff.....get rid of half of them and keep hold of the gems. the staff really let the whole stay down. We would not recommend to anyone to spend the vast amounts of money that we did not getting a 5* service at all. Sorry to sound so negative but we were all thoroughly disappointed.

“ Top Tip: Dont go at all until the hotel organises getting the right staff in.

“ surprisded with costed leisure facilities were not inclu