Alessi831
Solo Travel · July 20252/10
As a Hilton Diamond Member and loyal guest of Hotel Lord Byron (HLB) since 2012, I’m devastated by its shocking decline, clearly driven by poor management and ownership. Checking in yesterday at 9 AM ...As a Hilton Diamond Member and loyal guest of Hotel Lord Byron (HLB) since 2012, I’m devastated by its shocking decline, clearly driven by poor management and ownership. Checking in yesterday at 9 AM after booking the prior night, I checked out today at 1 PM—enduring a frustrating hour-long process—due to an utterly deplorable stay marred by rude reception, sketchy service, and dishonest practices.
Despite booking for early check-in, most hotels wouldn’t charge for the prior night given my 9 AM arrival, yet this was the least of the issues. After resting, I requested room cleaning in person that afternoon, but it was ignored; my room remained uncleaned through checkout. Requests for pillows and coffee were disregarded, construction noise ruined sleep, and the breakfast was a sketchy, poorly replenished mess unfit for a “luxury” SLH property. My Diamond status was acknowledged, but the “amenities”—standard WiFi and one bottle of water, given to all guests—were a stingy insult, reflecting management’s failure to honor elite guests.
The afternoon receptionist confirmed I could check out early without charges, and I informed the evening manager, Simone, of my early checkout. Yet, this meant nothing to the front desk staff at checkout, revealing abysmal internal communication. These staff were confused, rude, and dismissive, ignoring my requests and comments. When I quietly and respectfully noted their rudeness and lack of follow-through, they defensively talked over me, then played the victim, transferring their angst onto me. Worse, I was wrongly charged €400 ($430) per night for two unspent nights and a comped transfer from a prior stay six weeks ago—a blatant display of dishonesty. Even the grips apologized for the front desk’s behavior, while the exemplary Cheema witnessed the service failures.
Spending 340 days a year in hotels, I’ve rarely encountered such appalling service and deceptive practices. Poor leadership has gutted this once-cherished hotel, failing to deliver basic services or coordinate internally. I’ve relocated to another Rome hotel at $500/night. I urge management to refund the €800+ in wrongful charges and address this catastrophic decline.Show More
