Italiana Hotels

We booked a hotel that was offered to us as a 4-star hotel, but once there, we saw that it does not correspond because it is old and needs to be renovated, and above all, soundproofed.

The positives: the staff, the pool, the restaurant with a decent daily menu, the comfortable mattresses, the proximity to Florence: 25 min by bus, stop right next to the hotel. Complete breakfast. The negatives: the beds are too small (120?), the limited pool hours, the endless wait at the cafe in the morning, prolonged by machines that break down. A bit lacking for a 4-star hotel, despite staff who make an effort.

The hotel needs significant improvements, starting with cleaner rooms, updated furniture, and management that is willing to assist both guests and employees. When we checked in, the front entrance was littered with trash, and the overflowing garbage can had trash spilling onto the ground. It made a poor first impression. The check-in process was equally disappointing. The front desk simply asked for our names and handed us our room keys. We were given no information about breakfast hours, check-out time, pool access, or even where our room was located until we specifically asked. When we entered our room, it was unacceptable. The room was dirty, the furniture was damaged, there were holes in the walls and artwork, the mattress was stained and blackened, the bathroom sink would not drain properly, and the floor had not been vacuumed. The photos speak for themselves. We immediately requested a different room but were refused. We then asked to speak with the manager and were told he was not on the property, despite a sign clearly stating that the manager was on duty. About 30 minutes later, after contacting TripAdvisor, we learned that the manager, Mario, had in fact been there the entire time. Even then, he refused to speak with us. To make matters worse, we watched Mario address another guest's concerns while continuing to avoid us. When I attempted to speak with him directly, he said he had to leave and simply walked back into his office. This experience demonstrated a complete lack of customer service, professionalism, and accountability. Between the poor condition of the property and the management's unwillingness to address legitimate concerns, I cannot recommend staying at this hotel.