Glance Hotel Florence

"STAY AWAY! MISLEADING ADVERTISING, DEFENSIVE RECEPTION CLERKS, and SHOWER AND TOILET IN AN ENCLOSURE!!!! We are 78 and 84 and chose to stay at hotels for their services, luggage assistance, and security. We booked four nights at "Hotel Casa Botticelli" for approximately $500 per night, expecting a lovely hotel experience. BUT It's in a charming old building with no identifying signage; our driver called the hotel to confirm we were in the right place and let us in. A woman helped with a bag and checked us in; my 84-year-old husband (who walks with a cane) had to make additional trips in a tiny elevator to get our bags upstairs. Our room was far from what their ad shows. The shower and toilet were in an enclosure (see photo). Around 6 p.m., the woman informed us she was leaving. I asked who would be taking over, and she said it was a B&B; there’s no staff after 6. In all written materials, including Trip Advisor, they refer to themselves as a hotel. When I asked what would happen in an emergency, she handed me a telephone number. We wanted to leave but had a guide coming at 9 am. .At 7 a.m., I took a shower, unaware that water was leaking across our bathroom floor, out of the enclosure, into our room, under the door, and out into the hallway. I immediately called the emergency number. I was told that her colleague was preparing breakfast and would attend to the problem afterward! I explained that a flooded hallway was a serious slipping hazard and needed immediate attention. Eventually, a gentleman appeared. Instead of apologizing, expressing concern, or asking how he could help, he argued with me about whether the property was a hotel or a B&B! The female receptionist also argued. Things go wrong, even at excellent hotels. What distinguishes a quality establishment is how it responds when things go wrong. On a positive note, the location is excellent, the great room was lovely, and they paid to clean our clothes that got wet on the floor."

"This Hotel is located in the heart of Florence, with easy access to all landmarks. Our greeting on arrival and throughout our stay was exceptional. The front of house staff, were attentive, friendly and welcoming. The rooms were clean and very quiet, considering its prime position. Breakfast choice was varied and tasty. Rooftop bar and swimming pool, very inviting and excellent views. Thoroughly enjoyed our stay, would highly recommend and would be pleased to visit again."

"Excellent location. Modern interior and rooms. Extensive breakfast buffet. Excellent, personable and helpful staff."