I would like to report a terrible experience that my family and I had with a hotel booked on your site, Hotel Roma Tiburtina in Rome, Italy.
We arrived for check-in around 11pm on May 27, 2015. Our flight had landed at 8 that evening, but the hotel was rather far from the center of the city, so it was a long commute for us. We had actually inquired about this concern, as we had an evening flight and we were unfamiliar with the city and its transportation, before leaving the US and asked to cancel the reservation but were refused by the hotel. Upon arrival, the man working at the front desk was immediately unwelcoming. Later, we discovered that he recognized the last name on the reservation and was displeased with our earlier attempt to receive a refund since the booking was "non refundable". A series of extremely unpleasant interactions followed.
I mistakenly booked the room for three people rather than four several months prior to our trip. This was because we had three adults traveling and one child. At the time of the booking we were unsure whether or not the child would be traveling. When he was included in the trip, it did not occur to me to change the hotel reservations. This was my mistake, but the situation was the same at our two previous destinations, London and Paris, and it was not an issue at all, and the staff at these hotels were very accommodating. So, it was very unexpected when the attendant refused to allow our party to check-in upon observing that we h