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HOTEL LORENA
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Reviewed 31 August 2012

I've never written a negative review to any hotel or restaurant, but the insult I got from Hotel Lorena is really terrible enough to advise future guests who want to book this hotel.

I booked a triple room with confirmation that there's no booking fee in advance and free cancellation is allowed up to a few days before my planned arrival in November. I provided all 3 guest names because I want us to be fully covered upon arrival. For no reason, Lavinia, who's working for thi hotel, assumed that I'm booking just to obtain visa just because I provided all guest names, and forced me to pay immediately while the planned stay is still 3 months ahead. Otherwise they will cancel the room. In the email, they did not use a tone of negotiation or request, rather, they do not give me any other option. This is a unilateral breach of pre-established agreement in a rude way. I told them visa is not a problem at all and do not accept their unreasonable forcing, but promised as soon as there's a change in my travel plan I'll cancel or change as necessary. But the hotel continued questioning me in a very inpolite way, hurting me and my impression of Florence without any evidence to support their rude assumption. And they told me they send such emails to all guests and this is just normal, which is very likely not true as I cannot believe a hotel breaching agreement so rudely to every guest will survive. I suspect this is a discrmination to certain guests only.

Then after being so disappointed by their poor professionalism, I booked another hotel instead. Obviously, I don't want to be served by someone who even do not know how to respect guest. Since I've promised to cancel Hotel Lorena's room as soon as there's a change, I canceled the room immediately, allowing them as more chances as possible to receive other reservation. Although I could have continued to hold the room until the last minute, given the education I had this is not something I do, even for someone I don't like. I don't expect the hotel to appreciate but at least I respect myself to keep promise decently, although this is to someone who breaks promise rudely. Then you cannot imagine what happened. The hotel intentionally sent an email alluding that I canceled the room because my trip was cancelled by visa officer. Again, they linked a sincere hotel booking to cheating for visa for no reason. This is really a serious intentionally personal insult that hurts an innocent guest which I can no longer forgive.

In my experiences with the hotels from different countries, I've never been bullied or had such intentional insult from a hotel. This seems not only poor professionalism and lack of training, rather makes me have to think whether this is a personality, education or even moral issue. I can hardly imagine the first Florence person I contacted is of such a narrow and mean spirit, and the hotel even allow such an employee dealing directly with guests. But, I stll trust this is special scenario only, and still looking forward to meeting delighted and well educated people in my upcoming travel in Florence.

I hope guests who want to book this hotel pay attention to the potential forced charge/cancellation, as Lavinia clearly told me she does this to ALL guests. Hopefully this is just a lie.

PS: the sort of trip and travel date (Aug 2012) was just selected to allow posting of this review. Please ignore.

  • Stayed: August 2012, travelled with family
    • Service
4  Thank Kitty123_12
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
hotel_lorena_firenze, Responsabile reception at HOTEL LORENA, responded to this reviewResponded 5 September 2012

Good evening

I have carefully read and here is my answer. It may be repetitive but certain issues should be highlighted more often:

1 - if there were any prejudice with "certain" guests as soon as you had made the reservation I had to ask you immediately for payment of the first night; I would not have problems to demand you the payment with just ONE name written.
I asked for the payment of the first night with the balance at check out when you added later two other names.

2 - As for non-EU countries need a visa to enter Italy, is unfortunately normal for us hoteliers to have doubts (like all the hotels working in a dignified manner) on the real NEED of a booking. You know how many times were made reservations that started with one name and then add others, while I was unaware and with a good faith keeping them the room and saying no to other guests and then the same reservation close to a short time before the date of arrival was canceled?
Of course I would say that would be not your the case, but I like my job and I want to do it right.
I respect my guests (as you can read) I insist on me too.

In my letter-forms preprinted in English
(Which means that I send it to clients from various nationalities)
I only asked to pay the first night, saying clearly that the balance is made at the check out. Do you know how many hotels in Florence and around the world ask to be payed in the mean time that you are doing the reservation?

I asked the first night after seeing that you have added two names to the reservation, when I imagine you know that you need only a single name to book a room also for 4 people.
I have many customers from all over the world who book rooms of several types under a single name.

My objective was a speech, it was not my intention to offend you and if you feel offended I apologize. In my letter-forms preprinted there was nothing personal and offensive.
It was a written request because obviously does not allow me to charge anything on the credit card of my guests without permission. And it was colorless and odorless.

And for me, because I love and respect my work, your support was simply a form of respect for me.
Respect that I did not miss you since that I did not offended you.

90% of customers receiving the request for payment and knows to come and allow me to accept the charge.
I can assure you that no customer had to say bad before about this, maybe they understood the spirit of "commercial" and not offensive to the letter.
I do not care about bullying or my rudeness, as can be seen from the other reviews is the contrary.
It ugly to have prejudices and no one should have them, even if time and experience with customers could take me to think otherwise.
I do not have prejudices and I do not think there are guests of the Serie A or Serie B. It 'behavior that makes people of Series A or B, not my prejudices. And unfortunately I noticed these behaviors
( visa reservation ... and more ) many times.

You are the customer and then you deserve all the guarantees but also please gave prejudices the other side.
However, remember that it is not very polite to write my name without my consent in public, but do not worry: the boss does not get mad!
I hope the same to have you our guest in the near future

Lavinia

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 21 August 2012

Found this hotel via Rick Steve's guide; was looking for something for early July that had 1) air conditioning, 2) free wifi, and 3) budget prices.

You couldn't go better than the Hotel Lorena. It is just a few minutes walk to the Duomo, 10-15 minutes further to the river and other main attractions. Everything we did was within walking distance. The staff was very helpful and informative; you can even buy bottles of cold water directly from them for just 1 Euro, very cheap.

Rooms were clean and comfortable. With the windows closed we couldn't hear anything outside, nor could we see any light. It was not noisy and we had a street-facing window. The a/c isn't as strong as we are used to in North America, but it worked great especially in the July heat. We even had a little (read: TINY) fridge in our room so we could keep our drinks and a few snack cold.

We stayed for a week and breakfast was included in our price--breakfast was great. Espresso of your choice, hard boiled eggs, yogurt, rolls, croissants, cereals and milk, along with condiments (butter, jam, honey, nutella), OJ and water.

There is a small supermarket nearby, a laundrymat, a couple of really fantastic gelato shops, along with quite a bit of street shopping.

Note that the elevator is tiny and doesn't cover the ground floor up to the reception desk (so you have to carry your luggage), although the staff offered to help. The elevator isn't really used much, so plan on walking the stairs (although it is available).

All in all, I would return here again. I would even bring my young family (although it may not be ideal for babies and toddlers, kids probably 5 and up would be fine here, as long as you don't need to rely on a TV or pool for entertainment).

Room Tip: Keep the windows closed in the summer--mosquitos are NASTY!
  • Stayed: July 2012, travelled on business
    • Value
    • Location
    • Sleep Quality
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    • Cleanliness
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Thank ssheiny
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
hotel_lorena_firenze, Responsabile reception at HOTEL LORENA, responded to this reviewResponded 24 August 2012

Grazie :)))

Wea re happy ! And we are happy that what you read in the guidebook corresponds to truth for you!

Hope to see you soon in Florence

Lavinia

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Reviewed 20 August 2012

This hotel is somewhat old building right next to a busy intersection. You may find some doors and furniture to be old or outdated but the rooms are comfortable and clean. Bathrooms are recently renovated and working nicely. Even though hotel is next to some busy shopping/restaurant area, the windows are nice and tight and prevent noise coming into the room. There is an elevator but it starts from the 1st floor (2nd floor as per US) so be ready to carry your bags one flight of stairs. They offer free wifi which worked well. The breakfast had limited choices like most other hotels in Italy but sufficient. The hotel is fairly close to the train station - in fact you can get into the under ground shopping area as you exit the train station and reach a piazza very close to the hotel without going thru any pedestrian road crossings.

  • Stayed: July 2012, travelled with family
    • Value
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    • Sleep Quality
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    • Cleanliness
    • Service
Thank vechog
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
hotel_lorena_firenze, Responsabile reception at HOTEL LORENA, responded to this reviewResponded 23 August 2012

Hello !!

Thank you. We appreciate your review. Hope to see you soon in Florence

Lavinia

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Reviewed 18 August 2012

I am from Hong Kong, and stayed in Europe for three weeks from July to August.
This is the worst experience in the trip.

I booked the hotel on 19, April and arrive at July.
Hotel Lorena send me a email only a few days before I arrive Florence and tell me that they have no room.
How come ??? I booked 3 months before!!!

They tell me they "help" me to book another hotel XXX, which the rating is lower. Okay....
And then, on the other day, they send me another email again (I was in Venice),
saying that they made another mistake again!
"Sorry, not hotel XXX, it should be YYY"

(Isn't it the way of Italian to do business?
I really know why the country is going to bankrupt. :P )

I do think it is because the booking at Hotel Lorena is full and their friends are not,
so they simply push and FOOL the customers to other hotels.

Stayed: July 2012, travelled as a couple
10  Thank KC C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
hotel_lorena_firenze, Responsabile reception at HOTEL LORENA, responded to this reviewResponded 23 August 2012

Hello

I am sorry about what you think. I know that you booked 3 months ago but I try to resolve the problem. I did not wait your arrive, I send you an e-mail so you arrived here with all the information
( many other hotels don't care, believe me, also in great countries ..... and maybe also in hong kong ).
I found an another hotel for you, the first that I reserved was a 2 star and the second one was a 3 star. We wrote you two e-mails so in this way you can go directly to the right hotel.
The 3 star hotel was very close to us ( many peoplewalk a lot in this case... ) same conditions and the breakfast was included ! The only problem was for the city tax, our mistake sorry.
Mistakes are human. The important thing is resolved in a simpler way. I was just thinking that in your case I did.
If Italy worked as we, should not be going to bankrupt ... :P

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Reviewed 4 August 2012

Hotel Lorena was an extremely pleasant surprise, and was a great place to go and be after a day in Florence. Once we arrived, one of the hotel staff was fast to come and greet us at the door and bring our luggage up the stairs, which was very helpful to us! He was very helpful in our check in process and showed us where we were on the map and how to get around Florence.. made us feel better about getting around and getting to know the place. To the rooms they have a elevator for luggage, and if there was a need for people as well, because the stairs to the top are a bit of a work out.. but just add to the Italian charm! The Location was fabulous and was only 3mins away from the Duomo, and about a ten minute walk to the Arno river, as well the location was close to the Leather and other goods market, and was close to food markets and boutique shops. The rooms were what you would expect in a 2 star hotel, the sheets were clean and the beds were comfortable, some rooms don't have bathrooms, we did have a bathroom, and if you had a shower the water went everywhere!, because the curtain did not retain the water, so in other-words the shower was almost useless. As well the bathroom was very cramped and to go to the bathroom you would have to be a small child to not be able to touch the wall beside you with your leg, the only way for adults was to go sideways. Though over all the hotel was what to expect, and over succeeded the expectations for helpfulness from the staff. Also our breakfast that was included (if not included 5Euros) was good and fresh, crossiants juice yogurt that kinda deal! The hotel was a great place to stay in Florence and offered all of what we needed!

Room Tip: If you are hoping to save a few bucks on a hotel, this is for sure a good choice, and will meet your needs!
  • Stayed: July 2012, travelled with family
    • Value
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    • Sleep Quality
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    • Service
4  Thank lovetotravel1800
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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