La Mongolfiera Rooms

I had a confirmed reservation at Daplace La Mongolfiera from 1 August to the 3 August which was fully prepaid. Upon our arrival, we were instructed to complete a self check-in and were told that the keys to our room (Room 407) would be hanging on the door. When we arrived, there were no keys. After waiting for a long time and making several phone calls, we were instructed to search for the keys ourselves inside the drawers at the reception desk, without any member of the staff coming to assist us. At this point a family that was staying at room 413 came outside of their room and asked us what was happening (they were complete strangers to us) and tried to help us figure out what was happening while I was briefly explaining that we couldn’t get in to our room because the keys that were supposed to be at the lock of the door were missing. After eventually finding the keys and opening Room 407, we were shocked to discover that the room was already occupied. There were suitcases, clothes and personal belongings of another guest inside our assigned room (407). Then the family from room 413 that was still with us told us that they shared a similar experience to ours. They told us that they had to wait outside their assigned room as well for two to three hours because once again there were people inside their room too. So this is not simply a mistake or a coincidence. It is a pattern, that shows how disorganised and unprofessional Daplace La Mongolfiera really is.  We immediately contacted the receptionist (Sarah) again and were instructed to try another room (Room 401). Once again, we found that this room was also occupied by other guests as the room was not opening because it had a key already on the lock from the opposite side of the door. The eldest son of the family staying at room 413 tried to open the door (401) for us but nothing was happening as other people were staying in that room once again.  This situation is completely unacceptable and demonstrates an extremely serious failure in the management and security procedures. Allowing guests to freely collect keys and enter occupied rooms constitutes a serious breach of privacy and safety for everyone involved. Only after these incidents there was another phone call were the receptionist (Sarah) told us that they were very sorry but the hotel was fully booked, there was no room available for us and we were offered accommodation at another property located approximately 10 minutes away. We declined this offer because we had specifically booked accommodation in the Piazza Navona area and, after what had happened, we had completely lost confidence and trust in the property's reliability and safety. After all this that happened and after no conclusion we had no other option left but to leave the property and search for another place to stay and request a refund. The next day 02/08/2026 we went at the property once again to try and figure out a way of refund and the receptionist (Sarah) who we had spoken to through WhatsApp messages and at the phone started telling us that we should have gone to room 410 as it was available and ready for us. That was said the next day! There was no such information and no instructions as to check this room ever and the receptionist also claimed that this was our assigned room and it’s our fault because we had to go check it as she said the keys were in the lock and we would be staying there. As you can see in the evidence provided that was never something that was agreed. This property also claims that there is cctv footage which I would very kindly request to watch and not the very evidently fraud/ fake video that the receptionist showed us were there was apparently the key on the lock of the room (410) that was allegedly given to us but then when we went from reception desk to the area of apartments the key was not there once again.

Extremely disappointing experience. We informed the property in advance that we would be arriving late at night. They confirmed that a self check-in system was available and sent us detailed instructions along with the access codes. Unfortunately, the instructions provided were incorrect. They directed us to the wrong location, and the room number we had been given simply did not exist where we were told it would be. We spent more than four hours in the middle of the night, carrying our luggage, trying to find our room while repeatedly calling and messaging the property on WhatsApp. We never received any response. We also contacted Booking.com, but as they were unable to reach the property and did not fully understand the situation, they could not help us. In the end, we only found our room because another couple happened to leave it. We then discovered that room 409 was actually located in the White Rooms property on the opposite landing, not where the instructions had directed us. We were finally able to access our room at around 5:00 a.m., which meant that the following day of our holiday was largely ruined due to exhaustion. After several exchanges, the property acknowledged their mistake and agreed to refund the first night’s accommodation as well as the city tax. However, despite confirming that the refund had been processed, we later had to send several follow-up messages because no refund was received and our messages were ignored. Mistakes can happen. However, providing incorrect check-in instructions, being completely unreachable while guests are stranded outside for hours in the middle of the night, and then failing to follow up properly after promising a refund is simply unacceptable. I cannot recommend this property because of the extremely poor customer service and the complete lack of assistance when a serious problem occurred.

The hotel has everything to be successful: nice location downtown Rome, multitude of good restaurants at walking distance, nice rooms. Unfortunately these advantages are downsides by difficulty to bring luggage’s up in the room: elevator for only 2 persons not working half of the time and minimal help from the receptionist that is not present at all. Hotel unfriendly for seniors with mobility issues. Bringing up and down luggages on the stairs is very difficult. Not worth the renting price.