I would ask for a different travel agent. I would research more thoroughly the options offered. Although, I should not have to do all that legwork if the travel agents ie. this travel company, were truthful in their presentation of facilities.
TRAVEL COMPANY COMMENTS:
Thank you very much for your feedback. We are pleased that you enjoyed all of your tours and the hotel in Florence. At the same time we are sad to hear that you feel as though our travel advisor didn't provide the kind of direction you were looking for when it comes to your accommodation in Rome. I would like to clarify that your Rome accommodation was never presented as a 4 star hotel, but rather a comfortable bed & breakfast with a higher standard as well as great central location and competitive pricing that you were looking for. As you know, we tried to provide a few different solutions to improve your experience but unfortunately none of them were accepted. It was by no means our intention to offend you in any way with the comment about the number of stairs so please accept our apologies if it appeared this way. We can assure you that your feedback was taken very seriously and we will keep this in mind for future clients.
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