Our experience at Riva Loft was one of the worst hotel experiences. As this was our engagement trip, it was an extremely disappointing experience. It is terribly overpriced for the room quality they have given to you, and the service was nothing but disappointing.
We arrived at Riva Lofts at 1am on the first night because our flight was delayed, and were greeted by the following:
1. a dimly lit room (there is no main light above the bed, just two side lamps which makes it very difficult to see at night)
2. Two hard twin sized beds pushed together (when we were expecting a nice king sized bed for the price we paid)
3. Stains on the headboard (see the pictures)
4. Dusty floor
5. Stains on the cooking hob and dinner table
6. Inconsistent shower which spurts hot water on and off, with some streams of water being stronger than others
7. The hair dryer did not work
8. You had to press the flush really hard or it would not flush
9. Cracks on the walls
Because their reception closes at 8pm, we had no choice but to endure a night in this room. The pictures showed a nice private terrace, with open windows and lots of natural light - when we arrived, we felt like we had stepped into a 3-star motel with no light. If you are expecting a river view, you will also be sorely disappointed.
The next day, we each woke up with five huge mosquito bites (some on out faces) which topped off a terribly uncomfortable night in the hard twin beds. We spoke with the lady at the reception, explaining our situation and asking if we could cancel the rest of our stay, as the first night's experience was truly terrible. We have NEVER requested to cancel a stay in a hotel ever before. We were told by the receptionist that our stay would have to be paid in full. No solution was offered, and no offer was made to remedy our situation or move us to another room. Instead, we were told that the room we were given was an "upgrade" from the standard room that we had booked. The receptionist told us she would speak to her manager when she came in. At this point, it was already almost 1pm and we had wasted our entire morning trying to resolve this issue. So we left the hotel, to try to enjoy our day in Florence despite what we had been through, expecting that the hotel would have the afternoon to sort through the issues. Even though we had dinner reservations in the city, we made a special effort to come back to Riva Lofts at 6pm or so prior to the closing of their office at 8pm.
Upon arriving back at Riva Lofts around 6pm, we spoke to another front desk manager, Kallett, who told us that she had no solution for us for the night, as the staff had all gone home. We were shocked and appalled, as there seemed to have been no effort on the part of the hotel to try to make our stay better. She told us that she would only be able to move us to a new room the next day (which would be the last night of our stay). We knew that there were in fact alternative available rooms for us to move to, as we had found available rooms on tripadvisor. We expressed our disappointment, but she repeated that there was nothing she could do several times, following which we left for dinner on the promise that something would be done the next day.
After enduring a second night in the room, we went back to the front desk at 12pm the next day. We were greeted by Alice, who promptly told us that they did not have any other room to move us to, and said she would only be able to fix the defects in our room to try to make it better. We told her that this was extremely disappointing and that we had repeatedly listed out the issues with our room more than once. She then told us that the hotel would offer a refund of 20 euros per night for the room (we paid 200 euros per night). She then said that while she could not offer us an upgrade to a better room, she could offer us a DOWNGRADE to the original standard room that we had booked. As we felt that the standard room had a little more natural light, and was in slightly better condition, we opted to move to the standard room.
Upon our moving into the standard room, we checked with Alice on our 20euro refund per night, to which she rudely responded that she had gone through alot of trouble to move us to the standard room, and that we would not get the promised refund of 20euros per night. When we explained that moving on the third night did not change the fact that we had stayed in a room that we did not want for the past two nights, and that it was not a good experience for us, she responded with, and I quote "YOU DID NOT GO THROUGH ANY SUFFERING!! We have been running this hotel for 7 years!"
Appalled at her response, we knew that there was no point taking this discussion further. As we left, we told her that we would leave a tripadvisor review commiserate with our experience, to which she retorted with "mam, you are not being cooperative!"
From Alice's response, it seemed to us that the attempts at reaching a "resolution" were more an attempt to prevent us from sharing our terrible experience with others, and seemed not to stem from a genuine desire to improve our stay at Riva Lofts.
Location wise, Riva lofts is located in a terrible location, amidst buildings with loads of graffiti, you don't feel too safe there. We tried walking back from the city, and it took us a good hour to reach the hotel. The walk back at night is not well lit with street lamps. Our one experience taking a cab into the city cost us 21 euros, which is the same price of taking a cab from the airport to the city.
The only bright spark in our stay was the nice, simple breakfast spread every morning and the friendly breakfast staff that assisted.
We booked riva lofts because of the representations on their website, and i quote "unique hotel luxury lofts near centre". Neither representation is true. Riva Lofts is neither a luxury loft nor is it close to the centre of Florence. The nearest supermarket is quite a walk away, and there are no laundromats or eateries within walking distance.
We highly recommend booking a hotel right in the city centre of Florence. We stayed at Continentale hotel (part of the ferragamo group) when we returned for one more night in Florence - it was slightly more expensive, but so wonderful compared to Riva lofts.
- Official Description (provided by the hotel):
- A beautifully renovated 19th-century factory on the southern bank of the Arno River, the Riva Lofts provides a modern oasis in easy reach of the rich historical attractions of Florence. ... more less
- Reservation Options:
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- Also Known As:
- Riva Lofts Florence Hotel Florence