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“Beautiful Property, Mediocre Service”

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Castello di Casole Private Estate & Spa
Ranked #1 of 12 Hotels in Casole d'Elsa
Certificate of Excellence
Reviewed 11 June 2014 via mobile

This property is breathtakingly beautiful. It is as picturesque as I imagined Tuscany to be. We wanted an experience in a Tuscan castle/villa without a rustic feel. And we wanted the luxury of a Five star hotel. The rooms are large and spacious. The infinity pool was gorgeous. Breakfast which is included in the rate is simply amazing. However, if you're also looking for the service equivalent to a five star, this is not where you'll find it. We were celebrating our 15th anniversary and had made the booking in the US through Timbers Resorts. The customer service rep had told us she had requested for an upgrade upon arrival if there was availability. When we got there we were greeted with prosecco. We asked for an upgrade and were told there was zero availability. We were surprised because it seemed quite empty and when we checked online, there were plenty of rooms available. So my husband asked to speak to the manager and explained their online booking system showed they were not fully booked. Several minutes later after being made to feel like second class citizens, they miraculously found a room to upgrade us to! What a different experience would it have been had they just upgraded us to begin with! Then, they had to fix the air condition in our section of the building. They asked if they could come into the room and we have them a time when we would be leaving the room. However without even informing us, they had people on the roof fixing the ac problem. Not a big deal right? Except for the fact that there were skylights in the bathroom right over the tub and you had ppl walking on the roof! I called the front desk really upset and they just didn't get why this would bother me. Then finally hours later a manager called to apologize very matter of factly. For the price we were paying and the fact that it's supposed to be a five star, the service just doesn't do it justice. Which is a shame because it is an amazing property!

Stayed: May 2014, travelled as a couple
6  Thank divarani
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
KenyonPrice, General Manager at Castello di Casole Private Estate & Spa, responded to this reviewResponded 17 June 2014

Thank you for your kind words regarding Castello di Casole and also your constructive criticisim that may help us in our future. We are quite happy that you recognized how beautiful and picturesque with our large rooms, our gorgeous infinity pool and breakfast included in the price, and you words, "amazing". We certainly are new as we enter our second year and we will take your comments to heart and ensure our future. I did review all and it looks like at least you arrived in one of our finest one bedroom suites, Tinia. For sure the hotel was almost sold out and this does provide some difficulty in room moves and upgrades, but all this should be done with style and grace and so we will use this in our training as we would never want our guests to feel anything but first class. Our humble apologies for the air conditioning problem and the maintenance staff was only trying to repair but somehow this was not coordinated correctly. Again, we will take this to heart and ensure that this type of mistake will not happen again. We thank you so very much for your comments and hope that you might visit us again as we understand that we are a new hotel but we will continue to refine all to arrive at the Italian Service & Hospitality you deserve.

warmest regards,

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234 - 240 of 362 reviews

Reviewed 8 June 2014

Amazing hotel! Everything was nice, the rooms, bathroom, pool area, bar, views.... Breakfast was very nice, we had one dinner at the pizzeria which was very good (even though very expensive)... The pool is the highlight - amazing views, service, pool is heated and very nice... The only negative of the hotel is the very high prices...

  • Stayed: June 2014, travelled as a couple
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Thank NTGF
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 3 June 2014

When we arrived at the Castello di Casole for our 5 day stay we were graciously welcomed by Eric who greeted us with a glass of Prosecco and showed us the property. We stayed in the Oliveto Suite which was wonderful, beautifully appointed with lots of space, a beautiful bathroom, superior bed and bedding, lots of towels. It was lovely. When we were in the suite, we were on the large terrace looking at the beauty of the Tuscany hills. Some evenings, it was so beautiful it took our breath away. As stated in the hotel information, the Oliveto Suites are not attached to the hotel. So, it is a bit of a hike up to the hotel. But, a beautiful walk nonetheless. It would have been nice to have a golf cart available for quick trips back and forth.

The staff, including Lucca, a great bartender, Roberto, and Irena were so cordial. They appeared to be happy to serve and see us. They made our stay as enjoyable as possible; great service. The staff were always polite always smiling, simply wonderful.

During the day we took day trips, returning before dark partially due to the roads being narrow and dark. Mainly for the food… we wanted to have dinner at the Casole. The food was fantastic always fresh and delicious. We loved the food, breakfast, lunch and dinner. The service, the food and wine in the Bar Viscont were world class. We drank the hotel's own red wine "C" and loved it.

We had a very slight problem with the concierge, at the beginning of our stay we could not get enough information from them. One example they told us the best place to eat in Sienna, so we went there but it was totally booked and we couldn't get in. I wondered why they didn't suggest the need for a reservation and make one for us. But, all in all, staying at the Castello di Casole made our Tuscany vacation a dream come true, we can't wait to return.

A word of advice. We drove from Florence to the Casole and had a difficult time finding it. If you program the hotel coordinates in to the GPS it will help you find it the hotel.

  • Stayed: May 2014, travelled as a couple
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Thank Marianne B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 3 June 2014

This is a fabulous hotel , the location in the Tuscany country side on a 4200 acre property is outstanding , but this is probably over shadowed by the service, rooms and facilities
It is not cheap and caters for international travellers , with quite a few Americans so the service matches expectations
The food and beverage manager Frederico , is outstanding and tireless in ensuring that his team delivers for the customer
Certainly worth the expense to experience

  • Stayed: June 2014, travelled as a couple
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Thank Nick T
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 26 May 2014

Very simply, a perfect retreat in the heart of Tuscany. This was our first stay at CDC and won't be our last. If the resort hadn't been fully booked we would have extended our stay for a couple of nights. Three nights was not enough.
We traveled each day to some of the more popular hillside towns and were not disappointed.
The views at each turn were stunning. The weather cooperated quite nicely and the sunsets from the hotel were gorgeous.
The staff, quality of accomodations, food and drink were first rate. We could not have asked for more.
We enjoy walking in the mornings and took a couple of walks averaging 4 to 5 miles and were
completely thrilled with the views and wildlife we saw.
Can't wait to come back and explore more of what Tuscany and Castello Di Casole have to offer.

  • Stayed: May 2014, travelled as a couple
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Thank cornic
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 19 May 2014

Castello Di Casole is resort/Hotel tucked deep in Tuscan country near Casole d'Elsa about a 45 minute drive from Florence. When we arrived they were expecting us and we were warmly greeted with a glass of their own Prosecco. When we were ready, no rush, one of the staff (Niccolo) took his time and showed us around the hotel and grounds. Our suite was not in the main hotel but down the hillside. It was very spacious and nicely appointed. We had a deck with an incredible view of the Tuscan countryside and the town of Casole d'Elsa which is a short drive away. The hotel has a great spa and a large fitness center. There are two restaurants. One is their gourmet the other more casual. Both are excellent. The staff are super friendly and they are always there to help you out with anything you may need. The managers, Frederico and Jeroen were sincere in making sure you were taken care of. The outdoor areas are beautiful. Both the deck area and the infinity pool have outstanding views. The hotel is also located in a centralized area that allows you to see and visit a lot of the Tuscan towns and attractions.
This is a place that we would definitely visit again.

  • Stayed: May 2014, travelled as a couple
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Thank Lawrence O
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
alynch84, Public Relations Manager at Castello di Casole Private Estate & Spa, responded to this reviewResponded 25 May 2014

Ciao Lawrence O.

Thank you for your kind words about Castello di Casole. You were fortunate enough to stay in our Oliveto Suite. These one bedroom private suites are adjacent to the main castle yet very, very private. as you outlined the views from the private terraces are exquisite. These suites juxtapose the traditional castle (hotel) and were designed by A. Mendini from Milan who won his first Compasso d'Oro in 1979. He is world renowned has and has contributed extensively to the Italian design world and designed many other buildings aside form Oliveto suites at Castello di Casole such as the Alessi residence in Omegna, Italy; the theater complex "Teatrino della Bicchieraia" in the Tuscan city of Arezzo; the Forum Museum of Omegna, a memorial tower in Hiroshima, Japan; the Groninger Museum in The Netherlands and the Arosa Casino in Switzerland.**

With such a seasoned traveler and reviewer we are happy that you found our staff and service exceptional and we look forward to hosting you again soon.

Best - Annie Lynch

** from wikipedia link

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Reviewed 18 May 2014

We we're back for a second stay at CDC. Hoping they had worked out the kinks at this lovely oasis. Upon check in, we were upgraded to the Olivieto Suite - which was like it's own villa and very spacious. The front door would not open so the host had to get maintenance to fix the front door, which was not a big deal but happened a second time in the evening. These villas are a short walk from the main hotel and up a steep rocky slope. I had a few close calls where I almost ate it and we are quite young and healthy. Anyone not in shape would never leave their room - lol.

Overall service seemed ti have improved from prior year but still seems it be a work in progress. Most were very pleasant and helpful. The spa location was official open and was happy to book a massage with Roberta - who is defintely an experienced masseur. I was very happy with her services and highly recommend her. I hope she is still there when we return this year!

We partook in a casual wine tasting one of the evenings before dinner which was a nice amenity. During our stay we had dinner in both outlets - food was very good and glad to see they expanded their menu options and offered more vegetarian selections. Breakfast was always a highlight every day - simply the best.

Hoping they extend the pool hours for they close it before sunset. Would be nice to enjoy some drinks by the pool. Also, was great during this visit there were no loud children - so pool could be enjoyed by adults.

Looking forward to our third stay this July. Having received the Conde Nast Award this year, I hope that they do not loose their way and continue to strive to improve their customer service. I did notice that they have raised their rates too.

  • Stayed: July 2013, travelled as a couple
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1  Thank topserviceFlorida
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Castello di Casole Private Estate & Spa

Address: Localita Querceto SNC, 53031 Casole d'Elsa, Italy
Region: Italy > Tuscany > Province of Siena > Casole d'Elsa
Amenities:
Bar / Lounge Fitness Centre with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Suites Swimming Pool Wheelchair access
Hotel Style:
#1 Luxury Hotel in Casole d'Elsa
#1 Family Hotel in Casole d'Elsa
Price Range: £369 - £879 (Based on Average Rates for a Standard Room)
Hotel Class:5 star — Castello di Casole Private Estate & Spa 5*
Number of rooms: 39
Official Description (provided by the hotel):
At the heart of a Tuscany, lives a vibrant and vital estate and in the center of that estate is a storied castle that dates to the 1100's. Here you will be welcomed to a five-star boutique hotel in the grand European tradition. Exquisitely appointed, its 41 private suites effortlessly combine Old World Tuscan charm with modern luxuries, elegance and sophistication. Throughout the estate live private farm homes and villas for larger parties to stay in. It is that secret place one might hopes to discover along a country road - a place with graceful and intimate accommodations, inspired cuisine, an inviting repertoire of activities, and above all, knowing and attentive service. Castello di Casole - A Timbers Resort, the very definition of Italian luxury. ... more   less 
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Also Known As:
Castello Di Casole Private Estate & Spa Casole D'Elsa, Tuscany

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