"The location is excellent, and a few members of the staff were genuinely kind and helpful. Unfortunately, that was the only positive part of our stay.
The hotel is very old, and the photos are extremely misleading compared to the actual property. We booked two rooms for our family of four, and one of them was absolutely unacceptable. When we entered the room, the toilet still contained human waste from a previous guest, and the flush was completely broken. The bathroom was unusable, unsanitary, and should never have been assigned to any guest. It was shocking that housekeeping had either failed to inspect the room or knowingly left it in that condition.
The hotel did offer us another room, but not until after breakfast the following morning. By then, we had timed tickets and only one full day to explore Florence. Accepting their solution would have meant interrupting our plans, packing everything back up, and moving rooms ourselves. After everything that had already happened, the inconvenience was placed entirely on us instead of the hotel finding a way to truly make things right.
Even more disappointing was the lack of accountability. No meaningful compensation was offered during our stay. It was only at checkout, after we asked for compensation, that they reluctantly offered a 15% discount on the affected room only. Considering we had paid for a clean, fully functional room and instead received one with an unusable, unsanitary bathroom, that response was completely inadequate.
The breakfast was poor, and the overall condition of the hotel does not come close to its 4.5 rating. Aside from the great location and a few friendly staff members, this was a very disappointing experience. I would not stay here again or recommend it to others."
