I think that it is important for people from the US to remember that hotels in Europe are usually different than the same brand of hotel in the US. Not better or worse, just different. For example,
the rooms tend to be smaller, the bathrooms typically only have a small shower, they typically require a key card in a slot by the door to keep the air conditioning and the lights on, etc.
Also, the breakfast choices are typically different than what you would find in a HIE in the US. I found that hotels in Italy were closer to what would be found in the US versus an HIE in the Netherlands, for example.
With all that in mind when I review a hotel outside the US I consider what it usual and customary for that country. However, one thing should be standard regardless of what country it is in -- customer service.
Every single person we dealt with at this hotel was very friendly and on a few occasions we found ourselves just sitting down there by the front desk chatting with the front desk agents. Two people come to mind as being exemplary, although I want to be clear that ALL were awesome. Federica is one of the managers I believe and she is so nice. The gentlemen working with her the night we checked in I believe was named Constanzo (I'm so sorry if I got his name wrong). He was a lot of fun to chat with as well.
Even the gentlemen who I believe was the manager was very nice and friendly.
We found this to be a good place from which to explore Rome from. Either take the hotel shuttle or drive to the underground station (parking is 1,50 euros for 12 hours I believe) and take the train to central Rome.
If you want awesome Italian food there is a pizza place within easy walking distance called Rosso Margherita (ask the front desk for directions), or if you don't mind a 15 minute walk there is a restaurant called Scaramouche which is REALLY good! They even gave us a 10% discount when we mentioned we were guests at the HIE.
The customer service at this hotel was definitely above average, and I would stay here again if in the Rome area again. [Less]