This hotel is spectacular to look at inside and out. The staff were wonderfully welcoming and, when we arrived, nothing felt like too much trouble. The concierge was also very accommodating, and the room was stunning.
We received a complimentary upgrade to a duplex suite upon arrival, which was a lovely touch.
What sadly let the hotel down was the service in other areas. Whilst any food that we ordered was on time and beautifully presented, on two occasions I had to chase simple requests (such as milk to make a cup of tea, or teabags) repeatedly with Guest Services. The last time, when requesting an English Breakfast teabag, I waited over 40 minutes, only then to have delivered a selection of green tea and Earl Grey.
On the one morning that we were setting out at 7am to see the Vatican, we requested breakfast in the room (included in our package), and were charged 20 euros *each* to have this delivered, despite it saying that there would be a 15 euro tray service applied. We queried this at check-out, but were told that this charge was correct.
I appreciate that we stayed in a 5-star hotel in central Rome, however to pay the equivalent of £40 to have the single tray of 3 pancakes and a small omelette delivered, was excessive.
In the bar area, which is stunning, on our first day we were greeted promptly and served very efficiently. However on our 2nd and 3rd day, we had to approach the bar after around 10 minutes of sitting. We love this hotel, but sadly won't rush back.