This is a review that could have easily gone either way. We had several problems during our stay that could have easily ended up in a one star review. However, everything was solved
First, contact with the hotel beforehand was excellent. We are driving an over height diesel car and emailed them about specifics of driving to the hotel and the height of their garage. A quick few back and forths of clarifications and no issues. Very good service here - I have lost track of the number of hotels that I email and they never respond.
We arrived early (circa 11am) and although the room was not ready (no surprise given the early hour and they were fully booked the previous night), they allowed us to store our bags in their luggage room. And in fact, by the time we got our bags from the car, the room was ready.
On a hot day in Turin, it was fantastic to step into a air conditioned room.
The front desk gave us a small map and really laid out where to walk and what to see. The Metro is literally across the street and about 25 minutes to downtown.
We decided to eat diner at the hotel, as one of our daughters wasn’t feeling so well. HI has a Kids Eat Free promo, but only from the kids menu. At the restaurant, they had no kids menu… so we got an adult portion for her. When we received the bill, nothing was taken off and the restaurant staff didn’t seem to know about the promotion. I took a picture of the bill and had them put it on our room.
The hotel also had the power going on and off for about 30 minutes in the evening, which made walking to the 7th floor not so much fun. Don’t know if this is an ongoing problem or a one-off event. There were no storms.
After dinner we went back to our room. We had to ask twice for extra pillows, but the second time they were delivered with a smile. I think that there was a little confusion with the first request and they delivered them to a different room.
But then the room started to get hot. And hotter and hotter. We had the AC set to 17 and nothing happened. We called the front desk and they lowered the range to 14. But nothing happened. We called again 30 minutes later and they offered to send someone up. As our daughters were just falling asleep, we agreed we would call back in 10 minutes. When we called back, they said they would send someone up. Five minutes later they called us and told us they found a fault in the compressor (maybe linked to the power outages?) and that it would start to work. Within a few minutes, it started to cool down, but even with the temperature set to 17, the room only cooled down to the around 22 overnight- I guess the whole hotel was warm and it took time for the AC to work. But they did seem to have good control over the AC system and being able to see issues at the front desk.
The morning breakfast was very nice. A little crowded due to the layout of the restaurant, but one of the nicer spreads that we have seen.
On checkout, we had a pleasant discussion about the dinner. They just had the amount the restaurant had charged us, not the specifics. As I had a picture of the bill, they removed our daughter’s food without quarrel. Good recovery here, but not really living up to the HI Kids Eat Free promo.
On checkout, they also comped our parking since I am an IHG diamond member. This was a very nice perk and unexpected.
After checkout, we realized we had left a few bottles of beer in the fridge. As we had timed booked tickets to the Egypt museum, we didn’t have time to return. An email to them and 20 minutes later and I had confirmation that they had pulled the beers from the fridge and were waiting at the front desk (we left the car at the hotel during the day due to the diesel ban in Turin. They were easily retrieved when we left later that day.
So overall, a stay with some bumps. But the staff recovered at every opportunity and they deserve to be commended for that. I can’t give five stars since we did have problems but I can recommend.. [更少]