Berg Luxury Hotel

My husband and I accidentally booked our reservation for the wrong date and realized the mistake within just a few minutes. We immediately reached out to the hotel to explain and kindly requested to move our reservation to the correct dates, September 3rd to September 4th. Despite reaching out both directly and through Expedia, we received absolutely no response from the hotel for over a week. We were eventually informed that the hotel declined our request and chose to strictly enforce their cancellation policy. While I understand that policies are policies, basic customer service and professional communication should not be ignored. I am very disappointed by the customer service, and the lack of communication from this property was entirely unacceptable. I would be very hesitant to book with them again.

I would have rated this hotel as excellent.l however as our room was over the restaurant I was kept awake from people leaving after closing up until around midnight. Rooms are spacious. Didn’t get hand soap. Breakfast was nice but very small place to eat. Didn’t drink at the bar very small only a few seats. Beds were a little uncomfortable

Location was good and rooms were clean. Other than that, it was a mediocre experience during our stay. We checked in around 2pm and went out to site see. Came back around 6pm and the room was still hot. Turned the air down more and left for dinner. Came back around 9pm and still no change in temperature. They had 2 representatives come check our room and said the air isn't working. The high in Rome was 97* that day (36 Celsius) so it was hot! The front desk clerk was nice and apologetic but said there is nothing he can do but offer 2 fans. He contacted the manager but I never heard from him/her. I sent an email and still nothing. The room got a little better with the fans but it was still 24-25* Celsius the entire night. If you claim to be a luxury hotel then you should provide air that works in your rooms. We were offered no discount or $ off food or at the bar. To top it all off I went down to the lobby at 6am to get coffee before we left and the front desk clerk (different one from the night before) was asleep in a chair with a pillow in front of the bar with the TV blaring. I told him about our experience the night before and he said "oh yeah I heard about that." And he still charged me 2.50 euro for me cappuccino. There are dozens of big hotels in this same area of Rome. I would think twice about staying at the Divina.

We accidentally booked our reservation for the wrong date and realized the mistake within just a few minutes. We immediately contacted the hotel through Expedia, explained what had happened, and asked if they could simply move our reservation to the correct date. Four days later, we still have not received a single response from the hotel. We also contacted Expedia, and Expedia reached out to the property on our behalf requesting an exception. We were then informed that Divina Luxury Hotel declined the request and chose to enforce the original cancellation policy. I understand that hotels have cancellation policies, and I understand that the original booking mistake was ours. What is disappointing is the complete lack of communication and unwillingness to help with an obvious mistake reported almost immediately after booking. We weren't asking to walk away from the hotel. We actually wanted to stay there, just on the correct date. Policies are policies, but customer service is also a choice. Based on how this was handled, I would be very hesitant to book with this property again.

Exceptional! Huge room, dark when needed, AC worked perfectly, fairly quiet neighborhood, amazing shower and toiletries, perfect breakfast, helpful front desk personnel. Will definitely return!!!