Grand Master Suites

Booked this hotel at the recommendation from my travel agent Donna at Expedia Cruises NYC and it did not disappoint. We stayed two separate nights in between our 10 day NCL Mediterranean cruise from Rome. Alessandra at guest services provided excellent customer service and support. Alessandra helped us with transportation to ship port (1.5 away) and airport (45 minutes away). Any concerns were addressed immediately. Clean rooms and most importantly excellent location. Would highly recommend to family and friends.

We were deceived. We were selecting a luxury suite. All property amenities are suppose to include daily housekeeping, concierge desk or the option to breakfast with additional charge. The photos of the place we were selecting are deceiving they make it look like a luxury hotel but it’s really run down loft apartment. We advised we would be in between 2pm-3:30pm, we arrived at 2:30pm and a young boy whom was housekeeping showed up at the same time as us and just began cleaning, he didn’t leave until 4pm so we had to wait for him to get done to leave so we didn’t leave a stranger with our stuff. Not to mention he took a dump in the bathroom as we arrived so it stunk. My blankets had vomit stains on them, the upstairs “room” they call the 2nd bedroom is not a room. It’s a small section they have 2 small beds in attached to the kitchen. No separation. The balcony, no view just buildings. It was extremely disappointing the false advertisement. There was wheel chair accessible at the concierge desk. There is no concierge desk. Amenities say it is sound proof walls, it is not you hear everyone on the streets all day and night. We had to take uber from the train station to get to this location, uber couldn’t find it. We went to the grand master inn the actual luxury hotel and they never even heard of these “grand master suites” we had to call them to find out where they are located because no one knew. I’m vet displeased with this experience. We were lied to and I will never book here again. There is no breakfast, no concierge, no daily housekeeping and there is not 2 bedrooms. When this was brought to their attention they would gas light me by blaming me, but then apologize for it. They refuse to take accountability. At first arrival I was thinking we could just look past all the deceit and just deal with it but then they wanted to charge us for a shuttle to the airport, I’m not spending any more money on these people. The least they could have done was give a ride to the airport free of charge but There is no customer service for our disappointment and being mislead. $2000 wasted, this place is not luxury it’s a run down apartment. Owners do not care. I don’t know if accountability and customer service is important in Italy, but in America when we spend $2000 on something, we expect to get what we pay for and if not we expect some kind of accountability and superior customer service from the owners. It is unacceptable. Change your photos and amenities to be accurate.

We stayed at four different hotels while on our vacation in Italy and this was by far the worst. We should have read the reviews more so that’s our fault, but we would never come back. The room was not kept up at all. When we first got in there was an overpowering fragrance that I was unfortunately allergic to. The bathroom… probably the worst part of the whole room. It had a terrible sewer smell along with visible mold along the walls, ceilings and shower. The shower head had so much buildup that it sprayed all over. You didn’t feel clean after showering. The good location and friendly staff don’t make up for everything else. I would never recommend this establishment unless it had a complete gut renovation. Do your research and you’ll be able to find affordable accommodations elsewhere.