Accor Hotels - accommodation in Verona

I had one of the worst travel experiences of my life at Hotel Lorenzo. I prepaid over $500 for a 3-night stay because I was traveling to Texas for an important skincare conference. After losing my wallet during my trip, I no longer had my physical credit card with me, but my room was already fully paid for in advance. When I arrived around 10 PM, the staff refused to let me check in because they required a physical credit card for incidentals. I explained multiple times that I had nowhere else to go, that I had traveled all the way there, and that this was my first time in Texas. I even offered every possible alternative — Apple Pay, my bank account information, and my Amex card through my phone — but they showed zero compassion and would not work with me at all. As a woman alone late at night in an unfamiliar city, being denied entry to a room I had already paid for was terrifying and deeply upsetting. The staff were extremely rude, cold, and unprofessional. Because of how shaken and exhausted I was after traveling, I ended up booking a flight back home that same night and missed the seminar I came to attend. This hotel caused me financial loss, emotional distress, and ruined the entire purpose of my trip over something that could have been handled with basic human understanding. I have never felt so helpless at a hotel. I will be escalating this to management and corporate because no paying guest should ever be treated this way.

It was fine.

Bartender Vinnie was outstanding. We spent 4 nights there and room was never cleaned or linens changed. Did not request, because hotel policy said that cleaning would be done after second day, and were surprised when it never happened. Otherwise, the property is wonderful and I will stay there again, but will request housekeeping services as needed.