Dear Lydia,for first thank you for your review, even if is so negative and unexpected.Just in order to reply at your affirmations, the elevator works perfectly if you are able to use it :)The reception is open from 8 to 13 all days as perfect mentioned in our booking confirmation and in our self check in instructions that you read, also you had an emergency number to call in case of needed.During your stay you never ever told to use your disappoint about the room, just the last day you start to find every kind of problem in order to get a discount. You made it and you received a 5% of discount and we didn’t also let you pay the city tax (28)We are all the time available and welcoming with our guests and also review like yours help us to improve ourself Kind regardsMinerva relais staff