They did not have a room available for us, though we booked many months ago, apparently because the top 2 floor had a problem (if I understood that correctly). So instead they put us in a room down the street, not part of the hotel, that was nothing like what we had booked - no balcony (no daylight at all), no bar, etc. A depressing room. They discounted the price only after we made a big fuss. The point is, had they notified us of the problem, we would have cancelled and booked something nicer for our last night in Italia. However, the young man who attended to us on check in and again on check out was very polite and professional.