Hotel Mascagni

Incredible experience! First time visiting Rome and hotel is in a central location. Everything is accessible. Exceptional customer service. We stayed at the luxury suite and it totally did not disappoint! Great food selection as well on the breakfast buffet. Will definitely come back! Shout out to Koffi! Thank you!

Location is very good. It looks 20 minutes from hotel to the Termini station by walk and 20 minutes from hotel to Trevi fountain. All staffs are so kind and helpful. I think breakfast is the best in Italy. Rooms are clean ,comfortable and big enough. I love this hotel. I will prefer to the next time.

During our recent stay at Hotel Mascagni in Rome (booked through Costco Travel), we experienced significant issues that made our visit extremely uncomfortable and disappointing. We stayed at the property for four nights, during which the hotel faced ongoing electrical and air conditioning problems that were never resolved, despite clear evidence of malfunction. 1. Frequent Power Outages and AC Failure Throughout our stay, the electricity went out several times a day and night. Although the power would eventually return, the air conditioning units had to be manually reset each time. This caused multiple interruptions to our sleep, as we had to wake up repeatedly to turn the AC back on. On the third night, the AC in our room failed entirely for over six hours. At 4:00 AM, we contacted the front desk, and a porter, Mr. Andres, was sent to investigate. He confirmed the AC was not working and acknowledged that the hotel was experiencing building-wide air conditioning issues. He offered us a temporary room with a king bed, but since we were traveling as a family of five with two reserved rooms, this meant that three of us still had to sleep in a room without AC. One of our children requires refrigerated medication, which we were extremely concerned about, as the room’s temperature rose without working AC. Thankfully, the unit began functioning again by morning, but the risk and inconvenience were unacceptable. 2. Lack of Response and Accountability The following morning, we visited the front desk to speak with a manager. A receptionist named Fedifica explained that the issue stemmed from a power overload on one side of the building, but when we asked to speak with the manager, we were told they were not on-site and that staff did not know when they would return. This was deeply frustrating. Despite repeated disruptions over multiple nights, no effort was made to move us to a functioning room, no apology was extended, and no acknowledgment of the seriousness of the situation—especially considering our child’s medical needs. 3. Dismissive Customer Service From the moment we checked in, we felt dismissed by the staff. When we asked standard questions like breakfast hours or the WiFi password, the receptionist simply repeatedly replied, “It’s all in the printout,” and made no effort to provide a welcoming or helpful experience. This set the tone for the stay. 4. Escalation to Costco Travel After receiving no resolution from the hotel staff, we contacted Costco Travel, who were immediately receptive and concerned. They reached out to the hotel on our behalf, only to receive the same dismissive response. The hotel falsely claimed that only one night had experienced issues and even sent photos of a working thermostat to suggest that we were being dishonest. This was incredibly insulting and unacceptable. As seasoned travelers and Platinum Bonvoy Marriott members, we have stayed in countless hotels worldwide, including three other Costco Travel properties on this same trip, and have never been accused of lying about an issue. In fact, our children use sound machines to sleep, and each time the power went out, the sound machines also shut off—further validating our claims. Although we regret not documenting every instance, we did not anticipate such an unprofessional and defensive response from the hotel. We did manage to take a video of the thermostat on the last day, showing how the system would shut down and require manual restarting when the power returned. Hotel Mascagni’s complete lack of accountability, poor customer service, and false accusations reflect a standard far below the four stars that they proudly display in front of their property. We have stayed at extended stay properties with much better customer service. *Note: This is a review of Hotel Mascagni and not Costco Travel. Costco Travel has been very responsive and receptive to our concerns and are working hard to find a resolution to the issues we dealt with during our stay.