The Westin Excelsior, Rome

Immediately upon arriving, the reception had no clue about our reservation. I showed my ID and my confirmation number but they were quite confused. I ended up emailing my confirmation email to the person at the front desk. Finally, they seemed to find it. I had booked a room with a king bed, but they gave us two twins side by side. With a 5” gap between the mattresses, you can definitely kiss cuddling with your other goodbye. The beds were on wheels too so even if you squeezed them together they would slide apart. At least they had very clean facilities and air conditioning. I really enjoyed coming back to a cold room. I wish there was a spa we could go to but despite all of the advertising for one, I scoured the -1st floor but found no such facility. Where is it? I did take advantage of the business center downstairs. Was able to print my train passes there. The breakfast buffet was good, but very expensive for the selection. Remember the prices are in Euros. Your conversions will be eye opening for sure. Lastly, I had inquired about taxi service to Fiumicino airport at the concierge desk. They said it was a flat 48€ from the hotel. Naturally, I believed them. On my last day. They called a taxi up and got us to the airport. Not only did the taxi not take card (the first time my entire trip that card wasn’t good) but wanted 60€. If you’re reading this, you have been warned. Why 3*? Didn’t have my reservation ready, gave me the wrong room, no spa, shady taxis

Old hotel that definitely needs rooms renovated with staff that didn't speak English at what seemed like with almost exclusively American visitors. Housekeeping would knock and without waiting they would walk right in (even with do not disturb sign on). This happened multiple times. Are you kidding me? Then while I was in the room to feed my 5 month old baby, my husband offered to get me dessert and bring it to the room. Shockingly my husband got harassed (more like yelled at by the concierge guy who then tried to fight him, chased down the road by restaurant employees) for bringing me plated dessert from the hotel restaurant. That's it. All for taking dessert on the restaurant plate outside of the restaurant. It was paid for! Again, are you kidding me??? Would never stay here again after that experience even though front desk and doormen were all very nice.

Outstanding is the only word I could use. As in most things in life anything that turns out great is because of the people involved in the experience. This hotel is managed superbly by Mark L and his staff has clearly adopted his philosophy of customer service excellence. From the moment we arrived the service and experience was spectacular. The front desk manger, Paolo, was completely focused on me and went well beyond the extra mile helping me get settled and adjusted. He was outstanding. I’ve also seen reviews that the hotel was in dis-repair. I can tell you in no uncertain terms that this was not the experience we had and everything was clean and well maintained. Well done Mark and staff and we can’t wait until our next trip to Roma for another stay in the Excelsior!

We stayed at the Westin for four nights in mid-February and really enjoyed our stay. It's definitely old world luxury -- the rooms are very nice but don't have all the tech gadgets, USB plugs, etc that you will find in a more modern hotel. The room was very comfortable and large enough for our family of three. Bathroom was big and the amenities were nice. We didn't eat in the restaurant but the bar off the lobby was a nice place to grab a glass of wine in the afternoon. It's a bit far from many of the tourist sites (15-20 min walk to the Pantheon) but close to a Metro stop and there are a lot of nice restaurants close by. Staff was very good -- friendly and responsive. Would definitely stay again when we're back in Rome.

We were asked to wait hours for the two bed room we asked for finally one was available and bff and I got in and it had one bed. For $450/night bff slept in a dusty dirty pulled in little bed. Room was in disrepair. Light in ba was out . 3 pc of Baseboard fell down every day and maid just must have propped them back up unattached each cleaning. First night asleep at midnight a “maintenance man” let himself into room w key because a room below had water on ceiling. It was terrifying. We were told by Staff next day it was our fault he got in because we didn’t know to turn deadbolt as well as assure our locked door. Would not give us door stop requested for peace of mind. Insisted we be fine