Grand Hotel Beverly Hills Rome

When we came at the hotel (October 27th) a receptionist was unkind, he asked passports without any explanation and he did not gave us a possibility to park our car at the hotel parking which is really very small (max.6 cars), but the ramp was open so we entered inside, and then he said that is ok. At the Internet I found that the parking is free and available, but it is available only when there is a few cars, which is very rarely. The room (426) was very nice, spacious and clean. Internet is not free, and it is very expensive which is not all right for the hotel with 4 stars but now I am pretty sure that in Italy is non-objective categorisation of hotels. Next morning we came at the breakfast which is very poor, staff is unprofessional, they are very loud and they are behaving as they are at the market and not in some exclusive hotel. When we came back from the city the room was clean with new towels but the toilet was not clean and during four days of our staying they did not hoovered the room which is unacceptable. Now we are coming to the most „interesting part“. The last day (October 31st) when we wanted to check-out they charged us for taxes - 24 Euro. When we said that on voucher is written that everything is included in the price they did not want to discutate, so we paid and we asked them to move all cars so we can go out by car. Now on that little parking was about 12 cars, it lasted a half an hour and we finally left. We were going in Verona, to visit our friend. When we came at Verona we found out that our passports remained at the hotel. We called imediatelly the reception of the hotel and they promissed us to send it by courier next day (November 1st) in the morning – today. We called this morning and we were told that today is holliday and there is no courier available so we have to wait until tomorrow but they are not sure that passports will come tomorrow because from Rome to Verona is big distance?! (450 km) Unfortunatelly our consulate also does not work today and we can not enter in Croatia just with the identity card because we left Craotia with passports and we have to came back also with passports. Tomorrow my husband and I have to be on our works and we can not enter at our country because of our fault, but more because of shallowness, incompetence and insolence of Grand hotel Beverly Hills staff. They were very rude and unproffesional on telephone, they blaim just us, and we know very well that is unlegal to keep our passports all days of our staying at the hotel but because of our honesty we are now in big problems. We are now in Verona, waiting for tomorrow and for our passports. I am very angry, disappointed and hurt by Grand hotel Beverly Hills and I will seek fee for the lost time, telephone bills, the extra room in Italy and lost days at work for myself and my husband.