My husband took me here as a surprise for our 1st wedding anniversary as it was a hotel we both had wanted to stay in for many years and how disapointed I was.
Firstly my husband had spent time liasing with the hotel before we went, I soon found out by booking a trip and a restaurnat for us the night of our anniversary, so you would have thought that maybe the hotel would ahve done something nice for us, oh no.
Upon arrival we are taking to the lifts by Mario who tells us in the lift he would like to show us to a room that is available as an upgrade and tells us the fee associated (my husband I later learn was very annoyed by this and found it rude that he said in front of me, when he knew this was a surprise trip) and then he says he would take us to our room after that we had actually booked! I was astonished, how unprofessional. I travel a lot and never once in my luife even on our honeymoon had we experienced this. Anyway we go to this room and my husband decides as it is our anniversary he will take the upgrade, much to my dismay. So out stay goes on and on our fuirst night, we realise the phone upstairs in the bedroom does not work, so we had to call someone to fix and had to wait 20 mins downstairs to let them in as you cannot hear the phoneor door downstairs when you areupstairs. After fiddling around with it, (I am no engineer but cold tell the guy knew nothing of what he was doing) for what seemed like an eternity, he cannot fix it. we thne go out for a lovely anniversary dinner and stroll back to the hotel for a nightcap about 11.20. We get to the hotel bar, which has about 3 tables occipied, ask the bar manager/waiter if we can get a drink, he says yes so we sit down. 20 mins later no return of him (but can see him inside cleaning up) so my husband goes inside to get a menu from inside, another 10 mins or so pass, we had to actually call him to take our order and he says, oh no you cant have coffee now, the machine is swicthed off ina very rude manner. My husband orders a gin and I order a glass of prosecco, oh no you cannot have that by the glass but you can buy a bottle. I say no as we are going to bed and only wanted 1 drink that we have been trying to order for aout 30-40 mins now. Anyway he then walks off and picks up a bottle of prosecco from an area behind him that was opened and gave us 1/4 glass each, abruptly puts on the table, whilst carrying what apeared to be table cloth'sin his hand and walked off. After this experience, we gave up with the hotel as clearly they do not actually want to serve customers.
The followign mornign go down to breakfast, service quite good, however hygeine, not so good. Flies on the meat and crumbs all over the table and chairs. Davide out waiter though was very polite and helpful at all times.
We head out for the day and return on our last night and want to use the hot tub on our balcony, it does not work due to the display saying water level low and hygeine setting needed, ie.e. cleaning. So I ring reception on downstairs phone as of course the upstairs one still has not been fixed. Eventually I get through and am told someone will come up now. 15 mins pass and still no-one and so I ring back again and I speak to someone else who ahs not idea that we had already rung. She lightly says someone will be there, when I press her for a timeframe, she says I dont know. When I explain this is our last night and is holding us up, begrudgingly she agrees someone will come up, which they do. However, he clearly knew nothing of what to do, stared at the machine for 15 mins, my husband had to speak to him in italian and tell him what the display on the side of the hot tub said as it was in english and it clearly did not know this. Anyway about 1 and a half hours later, the probelm is rectified, however the sun has now set and we have now miseed the opprtunity to sit on the balcony in the hot tub, on our last night oh and are both now so wound up and annoyed at the staff and their lack of helpfulness.
The folloowing day, my husband calls down to confirm out late check out time and to request that the bill, especially the upgrade fee be looke dinto ahead of our check out. Well of course it was not when we checked out. My husband spent about 20 mins discussing with Mario who eventually agreed to take off one of the upgrade fees for the last night but that was it. Poor customer service, we should not ahve to ask, and certainly not argue for it.
Clearly a sign that further proves this hotel looks beautiful from the outside, however inside it does not have the substance to match up.
Also if your looking for a traditional hotel, dont stay here, it is far too modern inside. If I was in Dubai, fine, but this is Florence where you are surrounded by culture, but not inside this hotel, their are glass staircases near the bar.
Oh and when they say their building /renovation work will be finished by Spring 2011. they are lying, it is still going on. The stairs next to the lift were closed off due to work. I understand things take longer but Spring has long gone now.
Overally would not recommend this hotel to anyone and would not stay here when return to Florence in the future.
- Official Description (provided by the hotel):
- Our 4-star Hotel in Florence overlooking Brunelleschi's Cathedral is firmly established as one of the best and most famous hotels in downtown.The highly sought-after Uffizi Gallery, together with many other Museums and other primary attractions, are all within close distance. The 96 bedrooms and suites are equipped with all amenities and features of a charming property such as direct dial telephone, Internet Access, Satellite TV and in-room minibar. Wireless connectivity is available throughout, including our conference areas and the American Bar. The 4-star Brunelleschi Hotel originates from the recovered invaluable historic structures of the ancient tower named 'Pagliazza' and the medieval church of San Michele in Palchetto. For those who love going back to the past, our very own Private Museum, with exhibits unveiled during the reconstruction project, is a moment not to be missed. ... more less
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- Also Known As:
- Brunelleschi Hotel Florence