The Shelter in Rome

Usually I don't leave negative reviews, but we were extremely unhappy with the customer service and I really want to share our experience. 1. It was +40C and the AC didn't work at all. Probably, it run out of gas. So the temperature inside the room was +31C. The "hotel" ( if you can call 4 rooms a hotel), doesn't have reception. We sent an email to the host complaining that it's extremely hot in the room, the bathroom didn't have lock and we didn't have breakfast. The host came explaining us that: "we are a family, so we don't have to lock the bathroom, the temperature is fine and breakfast isn't included. ( we ordered the room with a breakfast+ in addition there's a memo on the wall what is included in the breakfast.) We had 2 awful nights. Then, our son forgot his very expensive optical eyeglasses. We sent an email asking to return us the eyeglasses and promised to pay for the shipping. They've ignored us. I've sent 3 emails, tried to phone them, sent messages. Haven't received any response. I do understand that as hosts they don't have to respond, but as humans it isn't a good sign. There's absolutely nothing I can recommend, just stay away from the "hotel" if you can.

Our first impression was not good. Arriving to the enrtry of the house at 22:30 at night, pushing the bell of the shelter in rome and no one answered, with two kids on the street.before our arrival I have already informed the owner miss Elena for our arrival time, by phone, by email, by messenger but still no one was there to open the door for us. I tried to call her on her cell phone but no answer, i tried to call her through messenger, no answer. We were very anxious and i cannot tell for sure how much later Mr James showed up. Maybe 15 to 20 minutes but i thought it took hours. James is a friendly man, he explained us some basic things about Rome. The room was disant but the air condition was making a lot of noise and the temperature could not fall below 28-27 degrees. The bathroom was ok. The next Day we met REGGIE the receptionist (morning to adternoon), very nice guy. The Best thing about the aparrment is that it is very close to the termini Station where you can find busses and metro or taxi if you like. Comminication with the owners is not very easy, i have sent an sms to james to ask him about how to book a taxi because we had to leave for the airport at our departure at 4am but i didnt get an answer.