Ambasciatori Hotel Florence — Hotel in Florence

TERRIBLE HOTEL AND A COMPLETE SCAM! DO NOT STAY HERE!!! They refuse to give us a refund when we didn’t stay a single night in the hotel! Their rooms smell moldy and they ruined our honeymoon!!!

I came here on my honeymoon, checked in on 5/17 and was greeted with an unfriendly front desk agent. When we got up to the room, the room reeked of body odor (skunky, moldy scent). We immediately opened the windows and tried to air it out but it just lingered and did not go away so we came back down to the front desk with our bags. We told the agent the issue and he asked us to wait while he went up to the room to investigate. Moments later, he came back down with room keys and said our room was “ready” to which i asked if we were in the same room. He responded yes and so i had my husband wait in the lobby while i went up alone to see if the smell was gone. When i entered the room, it had the same body odor scent along with a chemical scent over it.. as if someone sprayed air freshener over the room to mask the scent. This was incredibly insulting to think we wouldn’t notice it so i went back down to the lobby and told the agent the smell was still there and we’d like another room. He stated they were “completely booked” so i asked if we could move to their sister property because the smell is unbearable for us. He said they didn’t have anything available for the night but he will check and gave us complementary drink vouchers for the bar while we wait but we were too tired from our travels to even have a cocktail so we just sat in the lobby. About 30 minutes later, the “manager” told us there was a room available and to go with him to inspect the room. I followed him up into the new room and the same scent was present. The floor of the room had a hole in it and the edges of the wallpaper of the room were peeling. I asked the manager if he could smell what i smelled and he stated that “i can smell something but it’s not a dirty smell. I am familiar to the smell.” I have no idea what that even meant but i knew i could not be in that room for another minute. The oddest thing is that the scent was only present in the rooms and not the hallways. We went back down to the lobby and told the agent that we could not stay in their rooms because of the foul smell and to please refund our stay. He issued our refund for our daily resort fee but said he’d have to wait until the morning to figure out the refund for our entire stay that we paid for already. This hotel scammed us, we didn’t stay a single night there, took our money and refused to refund us, stating that we never filed a complaint!!! If they pulled surveillance which we have asked for them to look at the footage of that night when we arrived, it’ll show who helped us and prove that we never stayed in their hotel and that we were unhappy and left with our luggages. This hotel really gives off a careless vibe with staff that are unsympathetic and arrogant. I can’t remember the names of the staff that helped us but they were both men with glasses, one had brown hair, another one had salt and pepper grey hair. The hotel keeps stating that because there were no formal complaints of the smell and they “can’t figure out who helped us”, they will not give us a refund. I sent them a video of the room with the hole on the floor and the peeling of the wallpaper (could be a sign where the moldy body odor scent was coming from?) but it was not sufficient as proof. If they looked on their cameras or even their schedule on who worked the evening of 5/17, they’d narrow down to who helped us and figure out what happened..but they told us they have no clue who worked that night and because my husband and i didn’t make a scene and threw a tantrum about our rooms, they don’t have a formal complaint documented for them to recollect what happened. At the end of the day, this hotel is dishonest and just want to take your money. Thanks for ruining our honeymoon and leaving a bad smell in our noses! (Hotel confirmation #...

We stayed here recently and had one of the worst hotel experiences we’ve ever had.||Front Desk / Customer Service:|On the morning of September 30 (around 10:30–11:00 am), I approached the front desk staff at the check-in counter to ask for help calling a taxi. Both a male and female staff member were standing there. Neither looked at me, acknowledged me, or offered any kind of greeting. I was simply ignored until I finally said “hello?” Only then did the female glance my way — with clear annoyance — while the male never once made eye contact or acknowledged me at all.|After I explained that I had been unable to get a taxi myself and asked if they could assist, the female said nothing. She just looked back down at her computer, leaving me standing there awkwardly, unsure if she was even doing anything. Eventually, I had to ask, “Sorry, was someone going to try to call me a taxi?” At that point she snapped, “Yes, I’m doing it now. This isn’t New York City!”|We are Canadian travelers, so the comment was not only rude and unnecessary, but also baffling. Was this attitude directed at North American guests in general? Even if she assumed we were from the U.S., why would that matter? Either way, it was an unprofessional and insulting remark that had no place in a hotel that supposedly caters to international guests.||Room & Facilities:|The rooms are dirty and poorly maintained:|Stains/spills on the back of the door.|Bathroom door damaged so it didn’t close properly.|Mold spots around the tub.|Shower sprayed water everywhere, soaking towels, with nowhere to hang them afterward.|Plumbing constantly gurgled and bubbled as if it might back up. We reported this issue, were told someone would come check, but no one ever did.||The hotel requires a key card to be inserted in order for electricity to work. We left one card in so the fridge would stay on — necessary for keeping insulin cold. Shockingly, housekeeping removed the card, leaving the fridge off and compromising essential medication. Not only is this careless, it’s dangerous.||Staff Attitude:|Other than the breakfast staff (who were pleasant and professional), the overall attitude from most employees was one of annoyance and indifference. We were made to feel like we were inconveniencing them simply by being guests.||Positives:|The breakfast was good, and the kitchen staff were friendly and helpful. Unfortunately, that’s the only positive thing I can say.||Overall:|This hotel is in desperate need of a deep cleaning, basic maintenance, and — most importantly — serious customer service training at the front desk. The dismissive and outright rude behavior we experienced was unacceptable. We left with the clear impression that guests are not welcome here.||I would strongly advise avoiding this hotel. There are plenty of other places to stay in Florence where your business — and your presence — will actually be...

We stayed here recently and had one of the worst hotel experiences we’ve ever had. Front Desk / Customer Service: On the morning of September 30 (around 10:30–11:00 am), I approached the front desk staff at the check-in counter to ask for help calling a taxi. Both a male and female staff member were standing there. Neither looked at me, acknowledged me, or offered any kind of greeting. I was simply ignored until I finally said “hello?” Only then did the female glance my way — with clear annoyance — while the male never once made eye contact or acknowledged me at all. After I explained that I had been unable to get a taxi myself and asked if they could assist, the female said nothing. She just looked back down at her computer, leaving me standing there awkwardly, unsure if she was even doing anything. Eventually, I had to ask, “Sorry, was someone going to try to call me a taxi?” At that point she snapped, “Yes, I’m doing it now. This isn’t New York City!” We are Canadian travelers, so the comment was not only rude and unnecessary, but also baffling. Was this attitude directed at North American guests in general? Even if she assumed we were from the U.S., why would that matter? Either way, it was an unprofessional and insulting remark that had no place in a hotel that supposedly caters to international guests. Room & Facilities: The rooms are dirty and poorly maintained: Stains/spills on the back of the door. Bathroom door damaged so it didn’t close properly. Mold spots around the tub. Shower sprayed water everywhere, soaking towels, with nowhere to hang them afterward. Plumbing constantly gurgled and bubbled as if it might back up. We reported this issue, were told someone would come check, but no one ever did. The hotel requires a key card to be inserted in order for electricity to work. We left one card in so the fridge would stay on — necessary for keeping insulin cold. Shockingly, housekeeping removed the card, leaving the fridge off and compromising essential medication. Not only is this careless, it’s dangerous. Staff Attitude: Other than the breakfast staff (who were pleasant and professional), the overall attitude from most employees was one of annoyance and indifference. We were made to feel like we were inconveniencing them simply by being guests. Positives: The breakfast was good, and the kitchen staff were friendly and helpful. Unfortunately, that’s the only positive thing I can say. Overall: This hotel is in desperate need of a deep cleaning, basic maintenance, and — most importantly — serious customer service training at the front desk. The dismissive and outright rude behavior we experienced was unacceptable. We left with the clear impression that guests are not welcome here. I would strongly advise avoiding this hotel. There are plenty of other places to stay in Florence where your business — and your presence — will actually be...