FAQ
FAQ
General Information
What time can I enter the room?
Check-in time is from 02:00 p.m. until midnight. Check-out is at 10:00 a.m.
Is it possible to enter the room before the check-in?
If you arrive before the check-in time, you can enter your room (only if it is ready). Otherwise, you can leave your luggage
Until what time is the reception office available?
Reception office is open from 09:00 a.m. to 05:00 p.m.
Can I check-in after the reception closing time?
Yes, you can. If you arrive after 05:00 p.m., please contact our hotel or the Back Office at +39 366 584 6413. We will send you all necessary information for the check-in procedures.
How can I check-in if the reception is closed?
If you arrive after the reception closing time, we will send you all necessary instructions on how to enter your room, one day before the check-in.
Until what time can I check-in?
It is possible to check-in from 02:00 p.m. until midnight. Reception Office is available until 05:00 p.m. After 05:00 p.m. you can contact our Back Office, available until midnight.
Is it possible to check-in after midnight?
As per the hotel policy, check-in is possible only until midnight. Nevertheless, once you have received all the instructions, you can enter your room anytime. Please mind that after midnight it will not be possible to receive assistance from our Back Office.
How do I receive self check-in instructions?
Before sending the instructions, we’ll need to proceed with the registration of all the guests’ documents. We will ask you to send us all guests’ documents (back and front) via the self- check in form on our website and, when necessary, a credit card details as a guarantee for the reservation and the city tax of the city of Rome.
Is it possible to accommodate minors?
Minors must be accompanied by a parent or a legal guardian or an adult. Accompanying adult must carry with them a written authorization signed by a parent/guardian with attached a signed copy of their documents.
How does self check-in work?
Self check-in is very easy. One day before your arrival, we will send you detailed instructions on how to enter the residence and get the room key.
When and how do I receive self check-in instructions?
We will send you all the instructions by e-mail, WhatsApp or sms one day before the check-in. In order to prevent any technical issues, such as last minute room change, we prefer not to send them before that time.
Who can I contact if I have questions regarding the instructions?
After the reception closing time, our Back Office number will be available until midnight. If you have any questions, please do not hesitate to contact us at +39 366 584 6413, also via WhatsApp.
Do I have to pay at the hotel or remotely?
It depends on your arrival time: If you arrive during the reception opening hours, you can pay at the reception office.
If you arrive after the reception opening hours, we will charge you for the reservation total amount through preauthorization.
If case of non-refundable reservation, the payment will be processed immediately, the moment you make the reservation. Therefore, you just have to pay accommodation tax and extras (if any).
Who can I contact if I have problems?
Our Back Office is available every day until midnight. Moreover, there is an emergency contact list (hospitals, fire station, Carabinieri, Police) in your room. Every hotel has security cameras recording 24 hours in compliance with the Italian Privacy Laws. All cameras are installed in strategic points of the hotel.
Can I check security camera footage in extraordinary situations?
No, security camera footage can only be checked by a judge, Carabinieri, Police or security officers within 24 hours from the event and upon formal request to Roma Resort’s legal representative.
In case of emergency, how can I know what has been recorded?
In case of an emergency, you need to file a complaint with the authorities and, if necessary, they can come to the hotel with an official request to examine camera footages.
Is it possible to postpone the check-out time?
Check-out is at 10:00 a.m. Anyway, you can request to postpone it for free at 11:00 a.m. If you need to extend the check-out time, please contact our reception at least 24 hours before your arrival, so that we can check room availability. In that case, it is possible to extend the check-out time until 02:00 p.m. by paying an extra fee of €10.00 per hour (after 11:00 a.m.). After 02:00 p.m. full price will be charged.
Is it possible to leave before the check-out time?
Yes, you can. You only need to leave the key on the table or inside the Igloohome by using the opening code.
Why do I have to provide my credit card details?
Credit card details are necessary to guarantee reservations and our cancellation policy.
What kind of details do I have to provide?
We need a credit card number, expiring date and holder’s name. CVC/CVV are usually not necessary.
Which credit cards do you accept?
We accept MasterCard, Visa, American Express and Union Pay.
Do I have to provide credit card details even if I have already paid through a third party websites (Booking.com, Expedia etc.) or bank transfer?
Yes, credit card details are necessary to guarantee your reservation even if you have already paid. Credit card will be used, for example, as a guarantee for city tax, if the reception is not on duty, as insurance against property damage.
Once I made my reservation, what will be my credit card used for?
It depends on the rate you chose for your reservation.
In case of non-refundable reservation, credit card will be used immediately for the payment. In case of refundable reservation, we will use the card to pre-authorize the total amount as a guarantee of your reservation and our cancellation policy.
If you have booked via third party websites (Booking.com, Expedia, Agoda), your card will be used to pre-authorize and/or pay accommodation tax which are not included in the pre-paid reservation.
How does preauthorization work?
We proceed with the pre-authorization in order to hold an amount as a reservation guarantee. It is only a temporary hold and its duration varies according to the bank policy. You can use it also as a payment for the reservation, or you can just use a different card or cash. If you prefer the last two options, the preauthorization will be cancelled immediately after the payment is made.
Can I cancel the reservation for free?
It depends on the rate. In case of non-refundable reservation, you will be charged immediately after you made the reservation and no refund will be possible. In case of a refundable one, you can cancel your reservation for free within 3 days before your arrival (ex: if check-in is on May 13, you can cancel your reservation until 11:59 p.m. on May 09) or according to the cancellation policy of your reservation.
I have been a scam victim, I’m not comfortable sharing my credit card details. Is there any alternative solution?
Yes, you can book and pre-pay via Pay by Link. Our office will send you an e-mail with a link through which you can pre-pay your stay, accommodation tax or extra services. Using payment by Pay-by-Link, there will be no need to send us your credit card details.
I need an invoice for my reservation. How can I request it?
If you need an invoice, please leave a note on the reservation or contact us before your arrival. We will of course need all the invoice details in order to issue it.
If you book with a non-refundable rate, please leave a note on the reservation, requesting the invoice, and the invoice details.
I arrive after the reception closing time and I leave before the opening time. How can I receive the receipt/the invoice?
If it is not possible to meet our reception staff, we will send you the invoice/receipt via email or WhatsApp message.
direttamente via mail o tramite messaggio whatsapp.
Services
How does the breakfast service work?
Breakfast will be served at the bar affiliated with the hotel.
How can I book breakfast service?
You can book this service on Booking.com, Expedia etc. If you prefer to book it directly with us, please send an email or a WhatsApp message.
Can I book the breakfast service if the reception is closed?
Yes, you can contact our Back Office number +39 366 584 6413, until 08:00 p.m. The cost will be pre-authorized on your credit card and added to the booking bill.
Do you offer airport shuttle service?
Yes, our hotel is affiliated with the NCC.IT.
If you want to book this service or need any further information about prices, please do not hesitate to contact us or our Back Office.
Do you have smoking rooms or smoking area?
No, it is strictly forbidden to smoke in our rooms. Fine goes from € 50,00 to € 500,00.
Some of our hotels have a small external yard with small tables and ashtrays.
Alcune strutture hanno un cortiletto all’aperto con posacenere e tavolini.
Is there a parking area at the hotel?
Yes, we have a small parking area inside the yard. Please mind that the parking is unattended, and has a cost of €20.00 per night.
How can I book the parking?
Parking can be reserved only directly with the hotel, by sending an email or a WhatsApp message.
Can I park a large vehicle?
For vehicles larger than standard car, please contact us so that we can check availability. The cost varies according to the vehicle dimension.
Are pets allowed?
Yes, small pets are allowed. This request is subject to availability. Please contact us for further information.
Do I have to pay an extra fee?
There is no extra fee, only a deposit that we will momentarily block on the credit card as a guarantee. You can also choose to leave a cash deposit. Preauthorization/ deposit amount depends on the stay length.