the design, green spaces, flowers and colors

Is it normal that the 5 stars hotel doesn’t afford a bottle of water at least once per day or in the checking in!! they said it is the policy of the hotel !!.. We stayed the first night in a good room but the bathroom has a shower box with broken door! that makes the water leak out and there is no sink in the floor!!! we had to put 3 towels to stop the water!!! finally the parking! No one answered the bell so I had to go to the reception to let him to open the door and go back to my car to park it, the first day the woman was nice she answered me and we park the car directly but the other day I am 100% sure that he was listening to the bell but didn’t answer because when I asked why nobody answered the bell he said I am alone!! whaaaaatttt !! is it 5 stars hotel so I told him it’s not my problem, you can hire more staff (I was disappointed because I waited too long for the parking door and he ignored the bell) he gave me the manager card number and he tell me: tell him about that!!! No Way 🤣🤦🏻‍♂️ I hope you enjoyed the story.

very gorgeous inside. large room and great bathroom.

Little off the beaten path but close to the train.

Nice location

Small Rooms

location

instant coffee?🤮 I couldn’t close the curtains, so my room was lit up like a Christmas tree, couldn’t sleep.

the stuff so friendly

limitation of breakfast

Comfortable beds. Clean and spacious rooms. Elegant bathrooms with bidet.

No family room or rooms that are interconnected.

it was terrible

the rooms are very bad decorated.

I used to work in the hospitality industry. I was disappointed in the attitude of the staff. When we asked for a bottle of water at the front desk they said “you can go ask the bar.” When we asked for wine glasses sent to our room they said “you can go ask the bar” and when we asked for room service the following morning for breakfast they said “fill out the card and put it outside your room”- we didn’t have a card in our room. When we went to the bar the bartender was irritated at the drink my husband wanted him to make and had a negative attitude. He did not offer to refill our waters or check on us after making our first drinks and did not offer us another. Quality customer service means going the extra mile (I.e. going to get the water bottle, wine glasses, making the room service reservation, etc.) without making your guests feel like they are inconveniencing you. We did not feel welcomed at this hotel. We did not eat at the restaurant or drink at the bar again, because we did not want the same experience. We found much better customer service at several restaurants in Firenze. The hotel was clean and beautiful, but the interactions with the staff were overall negative.

The customer service.

so beautiful and the ambiance is superb. we loved the interiors.

clean and the room was big and comfortable

Good location, a comfortable room.

Breakfast buffet not meeting the 5* hotel standard.

Antique hotel but well preserved. Great location , close to both novella train station and arno river. Simple breakfast , i'd pass on it. Disfunctional shower but that's about it , everything else is fantastic.

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