Sina Bernini Bristol

I paid $700 a night for a junior Suite and was woken ever day by POUNDING from furniture being dragged across the floor above us in the restaurant that is on the 8th floor. We complained, they said it would not happen again. It happened Morning & Night Twice a day. They are all aware that anyone that stays in this room will have to deal with this awful thudding and pounding noise daily, yet they put us in this room anyway. Nothing worked in room when we arrived, mini bar broken, air condition broken. Management gave lip service to our complaints about the noise and did nothing about it. Breakfast, which we pre-aid for, is a joke and the worst we've encountered traveling in Europe. No fresh coffee or fruit, and not even an omelette station, just vat of runny ORANGE scrambled eggs. This place is a 2 star joint with 5 star prices.

I first came across the Sina brands when I walked passed their hotel in Florence and was amazed at the elegance and friendliness of the staff when I enquired about the hotel. It was a no brainer that based on this and a number of outstanding reviews that for my upcoming stay in Rome I chose to book with them. Upon arrival we were greeted by staff who assisted us with our luggage and opening the doors into the hotels foyer. Staff at the front desk were also very pleasant to deal with and assisted us promptly. We were advised (at 1500) that our room was not ready and were offered a welcome drink to which we enjoyed magnificent views of Rome's city from the rooftop. Unfortunately, this is where the positive experience ended. Upon returning to the front desk approx. 45mins after we had arrived our room was still not ready. Due to arrival and departure times for our flights, we had less than 2 full days in Rome and having paid for use of a room for 2 nights we were very keen to make the most of our stay. Staff arranged to change our room which judging by the website images was an upgrade however, came with some disadvantages. We were now facing the main Piazza which was extremely noisy and one of our requests was room furthest from elevators and main street which was not fulfilled. Nonetheless, we decided to not say anything as we did not want to impact our plans for the remainder of the evening - it was now 1830. Breakfast was impressive with a vast selection of sweet and savoury options as well as a waffle maker. Plenty of milk options extending to Soy, Almond & Rice milk which is great for Vegans. As we were departing the hotel early and would miss the following mornings excellent buffet breakfast we made arrangements with the front desk to have breakfast brought to our room as we had paid extra for breakfast to be included in our room rate. After a nice dinner offsite and returning to the hotel at approx. 2000, we decided to go up to the rooftop bar and watch the sunset. Upon arrival, we were rudely turned away from the rooftop by workers due to a private function. There was no signage anywhere in the hotel or that suggested the area was closed and staff spoke to us in a manner that was extremely dismissive, condescending and as though we should have known there was a function. I was completely taken by surprise by this staff members actions, that I returned to the front desk and requested to speak to the manager about our experience. He was incredibly apologetic and calm however, the damage was done and there was really not much at this point that could be done to change and impact our overall experience. The manager re-accommodated our room on a higher floor which now did not face the main Piazza. I re-confirmed that we had arranged breakfast to be sent to our room at 0530 the following morning as we had an early flight to catch and was reassured this would be taken care of. The following morning came with no surprise that by 0545 a call to the concierge was required to follow up our breakfast. This was delivered in a timely manner from the call being made however, was one final disappointment from the hotel. Our breakfast was a bag filled with a number of pre-packaged sweet and savoury items which was a far cry from what we were promised and expected would be delivered to our room in the morning. We booked this hotel believing that with 5 star rating and the (overpriced) money we spent would be a nice way to treat ourselves to the end of a long holiday in Europe and have the opportunity to experience outstanding service and we sadly left un-relaxed, lost for words and having felt like we wasted money that could've been spent on a far more memorable experience or purchase. Will not be returning to this hotel!