Dear Booking.com Customer Service,
I would like to submit a complaint regarding our stay in an apartment booked through Booking.com from 25 to 28 June in Rome.
Unfortunately, we were very disappointed with our experience. The property had numerous issues and did not match the description provided in the listing.
During our stay, we encountered the following problems:
* The Wi-Fi connection was extremely poor. It was so slow that we were unable to complete certain banking transactions through our mobile app or even upload a simple photo.
* The bedding had a strong musty smell.
* The apartment was not properly cleaned, with significant amounts of dust accumulated in several corners (photos attached).
* The shower drain was clogged.
* The information provided regarding the operation of the apartment was incomplete. On Saturday, we contacted the host because we only had cold water. We were then informed that we had to switch on a button located in the bathroom to activate the hot water. This essential information had never been provided to us at check-in or in the apartment instructions, which resulted in us taking a cold shower before understanding how the system worked.
* One of the electrical sockets was attached to the wall with adhesive tape, which we consider unacceptable from both a safety and maintenance perspective (photo attached).
In addition, several elements of the listing were inaccurate or misleading:
* The listing advertised a “garden view”, although the apartment has no garden view whatsoever.
* The listing stated that the apartment had a “separate bedroom”, whereas the sleeping area is not actually separate but forms part of the same open space as the living and dining areas.
* The listing also stated that the apartment featured a minibar as well as wine/champagne for guests. However, there was no minibar and no welcome drinks were provided, not even bottled water.
8 / 10
The apartment is modest, but in a great location, affordable, and was perfect for our needs,.
The location was perfect for easy access to many restaurants and strolling along the Tiber. Also nearby access to many buses (H was particularly handy) and Trams (8,3). Bonus - lots of nice towels and washcloths in the bathroom, which we often didn't find at other BnBs we stayed at in Italy.
I have and arthritic hip and knee, and the stairway up to the apartment is steep - but still doe-able. This would absolutely not be a problem for a normal person, and is just a heads up to those with mobility issues.
9 / 10
Comfortable, central place to stay in Trastevere
Very clean and comfortable, excellent location! Check in and check out was very smooth
The only thing missing was coffee for the coffee machine
6 / 10
Great location but property could do with a bit of love!
Great location. Very central in Trestevere, our favourite part of Rome, but also very quiet as it’s down a side street without restaurants below.
Bed was comfortable!
It was rustic and lived in. A bit of modernising and love would have gone a long way. The skin didn’t have the plug in, so I put it in but then it got stuck, and wouldn’t drain. Therefore had to only use the kitchen sink, even for brushing out teeth etc.
The location was perfect for easy access to many restaurants and strolling along the Tiber. Also nearby access to many buses (H was particularly handy) and Trams (8,3). Bonus - lots of nice towels and washcloths in the bathroom, which we often didn't find at other BnBs we stayed at in Italy.
I have and arthritic hip and knee, and the stairway up to the apartment is steep - but still doe-able. This would absolutely not be a problem for a normal person, and is just a heads up to those with mobility issues.
9 / 10Outstanding·May 2026
Very clean and comfortable, excellent location! Check in and check out was very smooth
The only thing missing was coffee for the coffee machine
10 / 10Outstanding·Jan 2026
I liked everything, especially the location
6 / 10Average·May 2026
Great location. Very central in Trestevere, our favourite part of Rome, but also very quiet as it’s down a side street without restaurants below.
Bed was comfortable!
It was rustic and lived in. A bit of modernising and love would have gone a long way. The skin didn’t have the plug in, so I put it in but then it got stuck, and wouldn’t drain. Therefore had to only use the kitchen sink, even for brushing out teeth etc.
Does this property follow enhanced cleaning procedures?
Yes, this apartment has implemented enhanced cleaning procedures and processes to keep you healthy and safe.
Is parking included with this apartment?
Parking is not specified as an available amenity at Flame Suite Trastevere. For more information, we encourage you to contact the property about where to park.
Is there a pool at this apartment?
We didn’t find pool listed as an amenity for this apartment. It may be worth double checking if a pool is important for your stay.
Is Flame Suite Trastevere pet friendly?
Unfortunately, this apartment is not pet-friendly. Try searching again and filter for "Pets Allowed"
What amenities are available at Flame Suite Trastevere?
We found 8 amenities for this rental. This includes free wifi/internet, air conditioning, non-smoking, heating, and wifi/internet.
The location was perfect for easy access to many restaurants and strolling along the Tiber. Also nearby access to many buses (H was particularly handy) and Trams (8,3). Bonus - lots of nice towels and washcloths in the bathroom, which we often didn't find at other BnBs we stayed at in Italy.
I have and arthritic hip and knee, and the stairway up to the apartment is steep - but still doe-able. This would absolutely not be a problem for a normal person, and is just a heads up to those with mobility issues.
9 / 10Outstanding·May 2026
Very clean and comfortable, excellent location! Check in and check out was very smooth
The only thing missing was coffee for the coffee machine
10 / 10Outstanding·Jan 2026
I liked everything, especially the location
6 / 10Average·May 2026
Great location. Very central in Trestevere, our favourite part of Rome, but also very quiet as it’s down a side street without restaurants below.
Bed was comfortable!
It was rustic and lived in. A bit of modernising and love would have gone a long way. The skin didn’t have the plug in, so I put it in but then it got stuck, and wouldn’t drain. Therefore had to only use the kitchen sink, even for brushing out teeth etc.
Does this property follow enhanced cleaning procedures?
Yes, this apartment has implemented enhanced cleaning procedures and processes to keep you healthy and safe.
Is parking included with this apartment?
Parking is not specified as an available amenity at Flame Suite Trastevere. For more information, we encourage you to contact the property about where to park.
Is there a pool at this apartment?
We didn’t find pool listed as an amenity for this apartment. It may be worth double checking if a pool is important for your stay.
Is Flame Suite Trastevere pet friendly?
Unfortunately, this apartment is not pet-friendly. Try searching again and filter for "Pets Allowed"
What amenities are available at Flame Suite Trastevere?
We found 8 amenities for this rental. This includes free wifi/internet, air conditioning, non-smoking, heating, and wifi/internet.
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