I just don’t get this hotel. We have stayed in fabulous hotels all over the world. In our experience, this hotel is overrated. I gave 3 circles instead of 2 only because of the room was so comfortable.
The service was inconsistent. We kind of felt like they didn’t like us. Which is odd cause we’re so nice, ha ha. Ok, seriously, after the overnight flight, the Garmin breaking, the iPad’s not connecting to Vodafone as promised, a 3 hour drive from the Florence airport that should have taken 30 minutes, we were in a state. Mostly I would say it was like an uncommunicative zombie state. I think this set a precedent with the staff that we’re “Americans Zombies posing as tourists” or something. ? I don’t know, I mean we are, but still, give us a chance.
At a 5 star hotel I should not have to ask the bellman to place the luggage on luggage racks. I didn’t actually, I was too tired to notice he just left the bags sitting on the bedroom floor. About the room… The view was nice. We had these beautiful misty mornings to see at sunrise. Incredible! The room was exquisite. The bed was comfy. And the bathroom was huge!. The shower was grand, with a rain shower. There were plenty of towels, L’Occitaine products, counter space, etc. The bath was equipped with a full size hair dryer. I think the room is the reason we didn’t check out the next day.
The grounds. There aren’t any!!! Okay, it says they’re situated on soooo much acreage. But, you can’t use it. My husband asked about hiking or running trails and there are none! Maybe that other reviewer walked the road? When we tried to go for a walk down the road, we were approached by snarling barking territorial dogs. I love dogs, just not scary barking dogs. (I’m not speaking of the cute resident dog) So walks are non-existent not knowing how serious those dogs were, we drove to Lucca and walked there. There is no gym. There is a tiny storage room under the pool with a couple of pieces of equipment in it and it doubles as a massage room, I think. I don’t really want to know. I heard of a future plans from another guest.
The pool is the restaurant. So if someone wants to eat dinner at 7:30PM and another wants to swim. You’re having dinner with the swimmer and vise versa. Speaking of the restaurant… I didn’t enjoy the food. It was just ok. And this is what I mean by, “They didn’t like us”. The waiter brings a surprise from the chef, very nice. He sets it down without eye contact saying, “This is a surprise from the Chef.” I don’t judge, because my Italian is horrible and I thought his English was limited and that he’s shy. OH NO! He delivers the surprise to the British people and, “This is a little surprise from the Chef…” And on he goes in perfect English, bla bla bla describing every detail about every morsel. It’s insulting. We should all be treated with the same respect. I decided to attempt some conversation thinking the waiter might be feeling like we’re the rude ones for whatever reason. Maybe it was the American Zombie check-in, as he was our bellman/front desk person. It went nowhere. I won’t go on and on about every little thing, but after awhile, it adds to up to feeling like they didn’t want us there.
Breakfast. The view is nice. Should I stop there? See on the web site the pictures of a high end buffet with all the fancy fruit? Keep dreamin! Bait and switch. The fruit is a brownish chopped salad in a white bowl with a spoon. It was tasty, but there was no fruit choice. Sorry I didn’t snap a photo of it. This buffet is not at all consistent with a 5 star hotel and is completely incongruent to the price of the accommodations. We made do with the yogurts and corn flakes. There were pastries and meats, etc. The buffet wasn’t stocked well and it was never on time at 8:00AM. Like the cereal would be out but the milk was not. Apparently they offer cooked items. I didn’t actually ask as I didn’t want cooked items. But I found myself feeling jealous anyway as the waitress offered cooked food to the British couple. I know, I really should get over their popularity.
The Laundry. It was late or the weekend got in the way of timing, I’m not sure as I never really received an explanation. When I had to call about the laundry everyone at the front desk went missing. The gal I had been speaking with who said she would call back, never picked up the phone again. So I called and called, finally, I just let it ring until someone answered. It probably rang 45 times. Next step would have been the highly uncomfortable evening “In the robe visit” to the front desk. But it didn’t matter that the laundry communication went awry as we could not wear the clothes because they were sent to the perfume factory. Ask for unscented laundry if you have to stay here. I’m still washing some things here at home, hoping to get rid of the scent.
Proximity to Lucca and Pisa is good. Truthfully, I would do a day trip to Lucca from Florence and a day trip to Pisa from Hotel Le Fontanelle in Pianella. A truly fabulous hotel.
When we asked for a bellman to carry our luggage down we were told there wasn’t one. It’s how much to stay here? Ok, we’re able bodied and handled it with some mild grumbling behind closed doors. There is that fancy elevator we’re all paying for. But what upset me was seeing an elderly couple loading bags into their car. It was a sight! We got there too late to help them. I was so saddened to see this man who was obviously humiliated that his wife had to help him get the bag in the back of his car. It was really too much. They need to step up the service, that was just ridiculous. I know it was a Sunday, but that was wrong.
When we asked for directions, or anything really, it was like they were doing us a favor with the exception of one mature lady who’s name I can’t remember. The rest of the staff was completely disinterested. There was no “art tour” and there were no introductions. This is an expensive hotel that delivers inconsistent service with very nice rooms. And, if you’re a young chain smoking couple from the UK, you may get good service. They were really popular!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC