Hotel Residence Torino Centro

We stayed at this hotel in early June with my wife and two kids. Our Torino train was late, which caused us to miss our train to Rome. Knowing we wouldn’t make our connection I booked this hotel at 10:52 PM to ensure we would have a place to sleep. When we arrived to Torino near midnight, TrenItalia said they had arrange for a hotel room for us at this same hotel, which meant we had two reservations. When we arrived at the hotel the front desk person said our hotels.com reservation was non-refundable (true) and that he could not provide a full or partial refund. He suggested I call the manager the next day. When I called the next day, the manager wasn’t available so the hotel suggested I send an email and they would respond later in the day. I sent the email but received NO response. I called two days later and once again the manager was busy and couldn’t come to the phone. They said they would respond to my email that day, but once again didn't. After my third call 2 days later I was still unable to reach the manager, but I got an email response. The response was dismissive and said they could not issue a refund because they had held the room for me. The room was only booked from 11 PM to midnight (when I cancelled), and no one else was coming at that point. I sent a response to the hotel, and after more than a week have not heard back. While I think I should get at least a partial refund, that’s not the main point. The staff is rude and unresponsive to customers. Beware.

Very good hotel, great location, ±20 min from Torino airport, and just nearby Torino Porta Susa station (Train, Metro and nearby bus and tram lines), some good sites and restaurants just walking around. The hotel is very clean. spacious rooms, helpful staff, good breakfast (buffet), and highly recommended for families and/or business (close to OGR Innovation center and other business locations).

First of all the pictures from hotels.com do not match the room we arrived to. Sad decor in the family room. Just one big room with lots of tables and cupboards. A lot of noise from the road. Cold, so we had to ask for extra blankets. Breakfast was a farce - we had to order what we wanted and at what time - because of Covid there was no buffet. Breakfast arrived approximately 30 minutes after the agreed time - but only cheese, ham and coffe. After waiting another 15 minutes we asked the staff if the rest was coming - ie bread to put the cheese on. Nothing happened. We asked again - because otherwise we would miss our flight. And still we got only cake (which we had not ordered) and croissants, no bread, no cereal, no milk etc. Coffe was good though. And the staff at the reception very helpfull. But not enough to ever choose this place again.