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“Nice hotel appalling staff”

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The Westin Excelsior Florence
Ranked #23 of 421 Hotels in Florence
Certificate of Excellence
Level Contributor
123 reviews
48 hotel reviews
common_n_hotel_reviews_1bd8 86 helpful votes
“Nice hotel appalling staff”
Reviewed 17 July 2014 via mobile

Where do we start

- room wasn't ready when we checked in at 5pm
- "your room will be ready in 15mins" turned into a 90 minute wait
- 3 hours after check in we had to move rooms when the roof fell in
- second room flooded
- key didn't work for more than a day (every day we stayed)
- Internet didn't work for more than a day
- getting someone's attention to order in the breakfast room is harder than getting a cab in NYC on New Year's Eve
- Bar man too busy to take our order carries Negroni's over for the concierge staff (customer first)

As I started a beautiful property ruined by incompetent staff

Stayed July 2014
Helpful?
3 Thank Paul M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
VB_General_Manager, General Manager at The Westin Excelsior Florence, responded to this review, 21 July 2014
Dear Mitchpa,

Please let us thank you first of all for the time taken to share your feedback with us.
We sincerely value our Guests’ comments and deeply regret when their expectations are not met. Indeed, we thank you for expressing your concerns regarding the service and the personnel, which will certainly help us to verify, intervene and improve the quality of the service we provide and our Guests' experience. Your comments will be kept into great consideration, properly addressed and discussed.
We thank you for sharing your thoughts with us and look forward to welcoming you back in your next stays.

With best regards,
The Hotel Management
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1,538 reviews from our community

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  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
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English first
Houston, Texas
Level Contributor
155 reviews
21 hotel reviews
common_n_hotel_reviews_1bd8 45 helpful votes
Reviewed 10 July 2014 via mobile

This hotel is in a great location to walk to everything in Florence. Beautifully appointed large rooms with excellent amenities. We upgraded to a river view room. I think we could have forgone that extra cost daily. Daily breakfast is excellent and the hotel staff was very helpful and informative.

  • Stayed September 2013
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Tennismum916
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
VB_General_Manager, General Manager at The Westin Excelsior Florence, responded to this review, 21 July 2014
Dear Tennismum916,

Thank you very much for sharing your wonderful feedback with us!
We are delighted to know that we were able to entirely meet with your expectations. Your comments have been shared with the Team and very much appreciated among them.
We hope we will have the opportunity of welcoming you back to Florence in a not too distant future.

Warm regards,
The Hotel Management
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Level Contributor
28 reviews
26 hotel reviews
common_n_hotel_reviews_1bd8 20 helpful votes
Reviewed 10 July 2014

Hands down. This is my favorite hotel in the world. The staff is great. The room is beautiful. The location is excellent. You really can’t ask for too much more in a hotel. The hotel overlooks the Arno River and has beautiful views. Plus, it’s within walking distance to the train station. There is a beautiful restaurant on the upper floor that overlooks the countryside. I spent 10 days in Italy and visited Rome, Florence, Pisa and Milan. The food at the hotel restaurant was the best I had during the entire trip. The hotel treats each guest like royalty. Simply the best.
P.S. - For SPG fans, the St. Regis is directly across the street.

Room Tip: If you want a great view, ask for a room that overlooks the Arno river. Some street noise, but not t...
See more room tips
  • Stayed March 2014, travelled with friends
    • Value
    • Rooms
    • Service
Helpful?
Thank KMichelleM
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
VB_General_Manager, General Manager at The Westin Excelsior Florence, responded to this review, 21 July 2014
Dear KMichelleM,

The title of your review says it all!
We are so proud to be considered the “best hotel in the world” and to be at the top of your preferred hotels! We will keep working hard to surprise you and to make you feel special even more on your next stay.
Thanking you, we hope you will return to the Westin Excelsior in the soonest future.

Warmest regards,
The Hotel Management
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
New York City, New York
Level Contributor
204 reviews
41 hotel reviews
common_n_hotel_reviews_1bd8 111 helpful votes
Reviewed 9 July 2014

Our room was delicious and luxurious. The hotel staff was extremely helpful with all our requests and the rooftop bar with great views of the Arno was an added bonus. Beautiful lobby was great for congregating and watching the world cup.

  • Stayed July 2014, travelled with family
    • Value
    • Location
    • Service
Helpful?
Thank DocRenee
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Bethel, Connecticut
Level Contributor
68 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 44 helpful votes
Reviewed 9 July 2014

One of my favorite hotels in the world! Simply expect Excellence in service at the Westin Excelsior Florence. The entire staff is absolutely amazing! The hotel just went under renovation this year and everything is refreshed. A must stay while in Florence!

  • Stayed July 2014
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank CaVok8Fly
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
VB_General_Manager, General Manager at The Westin Excelsior Florence, responded to this review, 16 July 2014
Dear CaVok8Fly,

Thank you for sharing your comments with us!
We are very happy to learn that you had an excellent stay with us and that we have achieved our main goal: be your Home away from Home.
We are also pleased to know that you appreciated the professionalism of our wonderful team, we always do our best to make every guest feel special!
It has been a pleasure to have you staying with us and we hope to see you again in the near future.

Warmest regards,
The Hotel Management
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Adegem, Belgium
Level Contributor
43 reviews
19 hotel reviews
common_n_hotel_reviews_1bd8 10 helpful votes
Reviewed 7 July 2014

We have stayed several times in this hotel and always had a good time.
The reception staff always welcomes you with a big smile.
I must say that the service throughout the hotel is excellent. Staff is very friendly and help out wherever they can.
Last time we had ordered 3 rooms and one of our rooms with river view was overbooked. The reception desk asked us to wait in the restaurant while they would look for a solution. We accepted to change keep one room with river view and took with 4 persons the Presidential Suite. This was offered to us at a small fee.
The interior of the Presidential Suite was a little bit dated but the rooms ware suppler clean and the outside terrace was to die for! Fantastic modern furniture, very large space and great view!
We enjoyed a light lunch in the bar/restaurant. Quality and service were very good as usual.
The concierge had made reservations in a small restaurant near the hotel offering excellent local cuisine. The food and the atmosphere were excellent.
During our last stay we had some drinks at the rooftop bar. It is nicely decorated, offers a wide range of cocktails/drinks and amazing views of the Arno River and the city!
The beds were very comfortable and the bathrooms were large and super clean.
Breakfast offers a wide choice of all quality products, fresh fruits, eggs, cheese, meet etc…
Unfortunately we could only one night at the hotel and we look forward to our next stay later this month.

Room Tip: It is worth paying a little bit more for a room with River view. You’ll never get tired of the beaut...
See more room tips
  • Stayed August 2013, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank An5532
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
VB_General_Manager, General Manager at The Westin Excelsior Florence, responded to this review, 16 July 2014
Dear An5532,

Thank you very much for your wonderful review!
It is a great honor to receive such a detailed and amazing comment and we are more than pleased to know that you entirely enjoyed your stay with us. We will happily share your precious words with all the team.

We sincerely thank you and we hope we will have the chance to welcome you back personally to the Westin Excelsior Florence.

Warmest regards,
The Hotel Management
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Jacksonville, Florida
2 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed 1 July 2014

We had the pleasure of staying at this fantastic property many times over the years and our most recent stay in May was perfect. We traveled with family (there first time at the hotel) the staff treated them like they were family and went out of the way to make them feel at home. We arrived at the hotel and were warmly greeted by our friends Jacapo, Andrea, Nikko, Daniele, Massimo, Ambra, Pier Paolo, Franco, Stefano and Costanza. We were escorted to our room on the 5th floor with a fantastic view of the Arno and the Duomo and our Family had a great room with a view of the Arno. The staff could not have done more for us and we appreciate all they do, they are the reason we return year after year. A trip to Florence would not be complete without a stay at the Westin Excelsior and seeing all our friends.

Room Tip: Try to get a room with a river view.
See more room tips
  • Stayed May 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank FirstcoastTom
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Massimo B, Responsabile reception at The Westin Excelsior Florence, responded to this review, 7 July 2014
Dear FirstCoastTom (it is bizarre to address you with this name!!!),
just a most sincere thank you from the whole staff over here!
I have read to message to Costana, Stefano and all the guys at concierge, but will definitely share it with Franco and Pierpaolo who are going to send you the same smile we all have felt naturally opening in all of us!
All the best from the whole Westin Excelsior,
Massimo
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about The Westin Excelsior Florence

Property: The Westin Excelsior Florence
Address: Piazza di Ognissanti 3, 50123, Florence, Italy
Region: Italy > Tuscany > Province of Florence > Florence > Santa Maria Novella
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Suites Wheelchair access
Hotel Style:
#19 Romantic Hotel in Florence
#19 Family Hotel in Florence
#20 Luxury Hotel in Florence
#30 Business Hotel in Florence
Price Range (Based on Average Rates): ££££
Hotel Class:5 star — The Westin Excelsior Florence 5*
Number of rooms: 171
Reservation Options:
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Also Known As:
The Westin Excelsior Florence Hotel Florence
Westin Florence
Florence Westin
Westin Excelsior Florence

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