Four Seasons Hotel Florence

"Four Seasons Florence was absolutely amazing! The airline lost our luggage and Four Seasons took amazing care of us. They gave us their, “Emergency Kit” with a t shirt, shorts, socks, dental kit, etc. They then coordinated to retrieve our luggage, handling communication with the airport lost and found and sending a taxi to pick up our bags. Aside from feeling so well taken care of, the hotel itself is spectacular. Terrific pool and gym! Great restaurant and bar! Outdoor space and gardens! A huge thank you and we will be back"

"The hotel is in a very random location, however when you see the grounds you’ll understand why. The gardens are absolutely pristine. The hotel itself is an absolute masterpiece and to look at its stunning. The staff are super friendly and we were taken on a tour of the hotel and shown some of the amazing suites, which were amazing. The hotel suite I had was absolutely breathtaking. I requested a red themed suite before I arrived and they provided exactly that. I’ve never stayed in such a luxurious suite in all my life and I’ve stayed at some amazing properties, but this suite was gorgeous and extremely relaxing. It almost felt like a small apartment. The grounds of the hotel make it feel really relaxing and you would realise it’s in the middle of a city. The hotel facilities such as the gym, spa and pool are all located in the gardens as well as some of the restaurants. I made some great friends here and I’ll definitely be back again."

"**Beautiful property, but a disappointing Four Seasons experience** We had a pleasant stay overall, and the hotel itself is beautiful. The staff were generally attentive and accommodating, and we appreciated the room upgrade and thoughtful in-room amenities. However, several aspects fell noticeably below what we have come to expect from Four Seasons, particularly after excellent stays at other Four Seasons properties around the world. There were issues with breakfast, including an orange juice that did not appear fresh, and eggs being prepared with butter despite our request otherwise. Dinner was also disappointing, with the fish dishes we ordered having an unpleasant smell and not seeming to be of the quality or freshness expected at this level. The most disappointing experience was the spa. I had specifically asked for a gentle massage, yet the treatment was excessively rough and left me feeling more tense rather than relaxed. When I raised this with the front desk, I was offered a 50% reduction and asked to “meet halfway”. The issue was never about the money — it was about how the situation was handled. Importantly, we did not simply leave a negative review. We took the time to write to Four Seasons directly and explain the issues in detail. Natan Sansone, Director of Rooms, responded personally, apologised and invited us to speak with him so he could better understand the experience and address our concerns. Unfortunately, despite further correspondence and our willingness to have that conversation, it never ultimately happened. Months later, we received another response offering to assist with future Four Seasons stays, including a potential visit to Desroches, but without any meaningful resolution to what had happened in Florence. That is perhaps what disappointed us most. We had been seriously considering making Four Seasons our preferred luxury hotel brand after our excellent experiences elsewhere. Instead, our experience in Florence significantly changed that view. The hotel is beautiful and there are many good things to say about the team, but for us, the experience — and particularly the handling of the issues afterwards — did not reflect the standard we associate with Four Seasons. Unfortunately, Florence is not somewhere we would currently feel comfortable recommending."