Baglioni

A pretty aged hotel. You have to climb the steps up and down 2 times with you heavy belongings within the narrow and dark hallways. The room has the inset s from the old wood building. We booked 3 days only the first night with the completed bathroom supplies. The rest we gave to ask for shower cap, conditioner and body lotion, for the shower cap for example, ask for two time and wait for almost 1 hr before we got it. The managers from different departments confused with the credit we had and gave totally different answers. Very disappointed!

The hotel has lots of character is rather grand, historic and maintains its period features very well. Very stylish lobby and public areas. The room was in keeping, bathrobes and slippers and large comfy bed although limited natural light. TV channels very limited. The shower was good but took some getting used to. However the air conditioning in the room was woefully inadequate given the heat in Florence but public areas were lovely and cool. Its worth mentioning for safety reasons the door took a while and some effort to open on leaving the room. Fabulous views from the breakfast room and roof terrace and the staff were lovely. A nice stay overall, would we stay here again, not sure.

The only real positive aspect of our stay at this hotel was the restaurant, which deserves particular recognition. I have already written a separate review specifically to acknowledge the excellent service we received from Mario, who looked after us with exceptional care, attention to detail and professionalism. He was outstanding. Unfortunately, the same cannot be said for the rest of our experience. The breakfast was adequate, but the service was disappointing. In particular, Kai’s attitude was extremely off-putting. Despite being English guests, we were made to feel that we were expected to help ourselves to coffee, while this did not appear to be the case for Chinese guests. Whether intentional or not, this came across as discriminatory and was certainly not the level of service we would expect from a hotel of this standard. We were also promised an upgrade, which was far from forthcoming. When we subsequently queried this by telephone, we were told that the room was not a resurfaced one and so this upgrade would be no additional cost. However, the reception manager later insisted on charging my husband for the upgrade. This was extremely disappointing and, quite frankly, felt misleading. The manager will come back to us hopefully. We run our own company and would never treat our customers in this way. If something has been promised to a guest, it should be honoured, and if there has been a change in circumstances, this should be communicated clearly and honestly rather than handled inconsistently. Sadly, despite the excellent restaurant and the exceptional service from Mario, the overall experience has left us extremely disappointed. Based on our stay, we would not recommend this hotel and certainly would not choose to stay here again.