Booked this hotel from August 10-13. Upon arrival, received a call of a family member being rushed to hospital. Advised front desk that we would not be able to stay for our reservation. Hotel owner, Monica Mirri, was off property and communicating with her staff. Refused to speak to us and refused to accommodate our emergency situation. Refused to refund us our money entirely unless “she sold the room to someone else for the dates”. Offered a voucher which wouldn’t work for us as we are from Canada and were leaving Italy shortly afterwards. Hotel staff refused to give us the copies they made of our passports so after the receptionist, Rosalba, mistakenly dropped the papers - I picked them up. They accused me of taking with force, the owner threatened to call the police on me and use legal action against me because I have the entire occurrence recorded. Expedia has yet to help me achieve my money back for a service I did not use. Monica Mirri is a terrible owner and I would advise anyone to avoid this hotel at all costs. I have video recordings and documentation from the hotel that she would only consider refunding my money if she secured another booking. This is not how hospitality works. I will be pursing further action until I am compensated.