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“really good hotel”
Review of Hotel Universo

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Hotel Universo
Ranked #246 of 410 Hotels in Florence
Reviewed 22 November 2012

  • Stayed: August 2012, travelled with friends
    • Value
    • Location
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    • Cleanliness
    • Service
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This review is the subjective opinion of an individual traveller and not of TripAdvisor LLC nor of its partners.
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131 - 137 of 547 reviews

Reviewed 21 November 2012

Great location. Step right out to the Piazza where you can order a glass of wine and a antipasti plate and experience Florence like a local. Walk to all the major sites. A few steps to catch the tour buses to Siena, San Gimignano, and Tuscany. When we visited a nicely laid out buffet breakfast was included. Very accommodating staff, the rooms were small, but clean, and well maitained.

Room Tip: Verify that breakfast is included as many European hotels now charge for breakfast.
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  • Stayed: April 2012, travelled with family
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1  Thank bicyclistken
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 4 November 2012

We recently had 3 nights here (Oct, 2012.) It was a short walk from the station which was handy. Set in a lovely piazza with cafes as neighbours. Layout was quirky with 5 floors but with half floors in between. Tiny lift did its job! Colourful rooms and hallways. Average sized rooms (no cupboards) with good sized bathroom. Breakfast room was lovely and food was good. Location of hotel was perfect for seeing all the sight of Florence.

Room Tip: Our room was 54 on 5th floor and had no views. Our huge window opened onto a rooftop courtyard and w...
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  • Stayed: October 2012, travelled as a couple
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3  Thank Kim L
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 20 October 2012

The location is fantastic: walking distance from SMN station, and close to everything interesting for tourists. The rooms are clean, big and comfortable, the design and decor is colorful and funny. The breakfast included on the price is amazing. Good price/ value.

  • Stayed: September 2012, travelled solo
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2  Thank lomeliorama
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 10 October 2012

Universo Hotel in Florence is a great place to stay while touring Florence and vicinity. It is a 5-minute walk from the train station and bus station! NO need for a taxi! It is also within walking distance of all of the major sights in Florence. The hotel is a little quirky with its decor, but it is a very comfortable hotel! Beds and bedding were wonderful! Flat-screen TV, marble bathroom, great breakfast -- be sure to ASK for a cappuccino, or espresso from one of the help! People working the desk were very helpful in giving directions, suggestions, etc. Would definitely stay there again! Price was a DEAL!

  • Stayed: September 2012, travelled with friends
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1  Thank JAO738
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 4 October 2012

We stayed in this hotel in October 2012, beside the fact that we changed the room first time, we receive let's say a room with card and not with Key. We payed 140 Euro's per night double room, but the price didn't worth it, the hotel looks like a modern Hostel. One door room seemed to be broken,from a previous roobed action. The walls are increadibly old and repainted but it gives a bad taste. The room was really small, you couldn't moved and also the bathroom had no shower cabin. Breakfast was served in a small room and all food was available in spaces that looks like a closet. The only good thing for this hotel is the location 5 mins walking to the Duomo and only 2 mins to railyway station. One nice receptionist, very kind, but the first personel we meet at check in was impolite.

The pictures speaks for themselves how the room looks like

  • Stayed: October 2012, travelled with friends
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1  Thank CristinaC294458
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 1 October 2012

Myself, my sister and 2 friends just checked out from this hotel 3 hours ago. We booked a quad room for 3 nights. On our 2nd day, i woke up at 6am to take a shower. Halfway through i realised that the water had difficulties flowing into the drain and when i finished and open the door i found that the water had flowed out to the bathroom and when i opened the bathroom door i saw that the water also flowed out to the bedroom floor which is made of wood. I called the reception to report and told them to send someone to the room to wipe the floor. Five minutes later, someone came to see the room. Then he went off to get 4 towels for us to put on the floor first and said he would send a porter later. An hour later we went out and my 2 friends came back in the afternoon and was told by the reception that we need to bear some responsibilities for the damages of the wooden floor in the room. My friends then told us and we went to speak to the receptionist. The one who spoke to my friends had gone back and we asked her if she knows anything about what the earlier receptionist told my friends. She said she did hear from the first receptionist. I then asked her about what the first receptionist said that we might need to bear some responsibilities for the damages. She said yes we will be charged 100 euros for the damages .


I was angry and i demand to speak to a manager but she said it's a weekend and the manager wasn' around. She told us to write to the director . I asked her to call the manager but she said she didn't know the number. I said it is unfair to simply charge the guest when it wasn't our fault and we didn't do anything at all. She said she's busy and she didn't know anything. She said all we can do is write in to the director and if we dun go back to our room immediately she would call the police. The fat lady at the receptionist was extremely rude.

I wrote to the director immediately but there was no reply. On the 3rd day, i asked another receptionist if the manager will be in. He gave us a name, Tony Lombardi and said the manager will only be in on Monday morning.

Last night we saw the fat receptionist and we asked her if there is any reply from the director and she told us that tomorrow morning someone will be here to handle our issue. This morning when we wanted to check out no one was there. We asked her and she said the manager wasn't in and she showed us the bill. She said they had checked properly and the damages if more than that. We were charged 250 euros instead of 100. We were really mad. How can we pay for something when we didn't do anything wrong or purposely causing the damages? The hotel sure admit that they have a bad drainage system and when we requested.for someone to mop the floor no one came. The fat receptionist told us we have to pay that amount or she would call the police. Are we criminals? We were accused and forced to pay. No one bothered to speak to us. There is no manager in charge to handle the matter professionally, only a rude receptionist. We were not given any choice, we were accused and forced to pay any amount stated on the bill. This is even worse than the Italian mafia. We were not treated like guests instead were were treated like criminals.

For those who wrote good reviews i'm sure nothing happened during their stay but if something happens maybe the shower head broke or the hair dryer stops working, i'm sure you will be treated like us.

I'm a frequent traveller and i have stayed in many many hotels all over the world. I've never encountered this problem with any hotels anywhere . Not one hotel can just simply accused their guest because of their own fault and forced their guest to bear the cost.

  • Stayed: September 2012
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8  Thank Ade1111
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
WhyTheBestHotels, Responsabile reception at Hotel Universo, responded to this reviewResponded 17 October 2012

Dear Mrs. Angela Ai Lin Tan,
from many years we manage hotels and we are sorry for what is happened.
We want to draw your attention on the following:
- the room and its equipment (including the bathroom and the shower) were in perfect conditions when you checked-in.
- the receptionist quoted you an approximate amount of Euro 100,00 waiting for a better evaluation. Further, with a more specific verification, the technical quoted the damage Euro 250,00 and this is the amount that you did pay;
Sorry again for any trouble we did cause to you and your friends, but really the damage you made did not depend from our own fault.
Best regards
Hotel Universo
Tony Lombardi on behalf of Claudio Delli, Managing Director

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Hotel Universo

Address: Piazza di Santa Maria Novella 20, 50123, Florence, Italy
Region: Italy > Tuscany > Province of Florence > Florence > Santa Maria Novella
Amenities:
Business Centre with Internet Access Free Breakfast Room Service
Hotel Style:
Ranked #246 of 410 Hotels in Florence
Price Range: £60 - £155 (Based on Average Rates for a Standard Room)
Hotel Class:3 star — Hotel Universo 3*
Number of rooms: 42
Reservation Options:
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Also Known As:
Universo Hotel Florence

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