Villa Cappugi

During my stay at Hotel Villa Cappugi from 20 to 21 July 2026, EUR 3,500 in cash was stolen from my hotel room. I have filed an official theft report with the police regarding this incident. Until the official investigation is completed, I will not claim that any specific member of the hotel staff or management committed the theft. However, I can make a clear assessment of the hotel’s own conduct after I reported what had happened. Despite my repeated requests via Booking.com, WhatsApp, and email to preserve CCTV recordings, electronic room access logs, and other possible evidence, the hotel completely ignored my messages for an entire week. Only after I sent an official registered letter addressed to the hotel management did the hotel respond for the first time. However, instead of conducting an internal investigation or attempting to assist its guest, the hotel chose to send a letter from a lawyer refusing to cooperate. In my opinion, such behaviour is completely inconsistent with normal standards of the hospitality industry. Even if the hotel management considered my allegations unfounded, a responsible hotel should have immediately preserved all possible evidence and cooperated in establishing the truth. Instead, I experienced a complete lack of assistance, a lack of any genuine interest in clarifying the circumstances, and an effective refusal to cooperate. I hope that the police investigation will establish who exactly committed the theft. However, it is already clear that the hotel’s response after being informed of a serious criminal incident was extremely disappointing and does not correspond to the level of responsibility expected from a hospitality establishment. I strongly do not recommend this hotel to travellers who value the security of their belongings and expect support from hotel management in the event of serious problems.

Chose this location to break up the trip. Beautiful spacious, bright, and very clean room. Pleasant pool and green space, the only downside being mosquitoes or similar insects that massacred my 3-year-old daughter with oversized welts. I was sorry and annoyed that upon our arrival they made us pay for the overnight stay immediately, which was unpleasant and not very elegant, also because it was a gift for my partner who saw himself "forced" to pay the bill because I and the rest of the family had gone to the room. At check-out, the receptionist seemed stupid that we were checking out since the balance had been paid; I pointed out my disappointment to her and she told me that this was done because lately several guests had not paid their bill: perhaps a distinction is made based on origin? Organize yourselves differently!

Convenient, just a few kilometers from the center of Pistoia. The rooms are clean, with a comfortable mattress and a mini topper. The pool is convenient. The breakfast is excellent, featuring fresh fruit, cakes, and many other sweet and savory options. The one star deduction is for the restaurant, which offers very modest cuisine, not up to the standard of a four-star establishment.