Firenze Number Nine — Hotel in Florence

*note: the manager, Andrea, replied to my google review with additional snide comments and lies to cover up this situation. I will not reply to each of his silly remarks or waste any more of my time. Below is my original & honest review of my experience at this hotel. I would never recommend this hotel.

Do not trust this hotel. Manager & staff need serious help in customer service training. not a five star hotel in any capacity for management, service, style, or quality. It’s a 3 star at best, only due to location, proximity to the duomo, & breakfast.

Would never stay here again. We left after one night & checked into the Helvetia & Bristol.

Serious issue; I left an item accidentally at the reception desk during check in at night around 10pm. The staff did not help us bring in our bags from the taxi, which caused this error. The night staff didn’t even get up from the desk until after we brought everything inside.

In the morning, I asked the manager, Andrea, to check the front of hotel security cameras to check who may have taken the item…& conveniently, he says “front security camera is not working” but somehow he seems to believe I never brought in the item. Conflicting information if you cannot confirm the security footage?? He says I can contact the Firenze police to view any camera footage. ..

The hotel front cameras should always be working for security & safety reasons. there are surveillance cameras in all the guest room hallways so..Strange how they suddenly do not work when a guest forgets something at reception desk at the front of hotel.

Additional complaints: the safety lock box in room did not work appropriately, even after a hotel employee showed us how using the code: 1234. The only code that worked, after repeated tries was: 1234 — LOL, seems secure. We had to carry all our valuables around the city when we left the hotel. Annoying. missing large bath body towels in room we booked as titanium members of iprefer hotels & received zero benefits…not even a welcome drink or late check out (which was rudely denied for even asking), even though there were plenty of rooms available (we checked the next day). & yes, we booked through capital one (“third party”) but confirmed our member ID etc. with the hotel. — we’ve stayed at many five star resorts and they have always accommodated. True FIVE STAR service.

The manager said to email the hotel about my missing/stolen item. I sent an email & never even received an acknowledgement of receipt.

Grazie...

We stayed here for 5 nights just a couple of weeks ago. The hotel is in a great location, near everything. You can walk to the train station (albeit, cobblestone and rough roads but you will be fine). The staff is so very nice, and the breakfast is awesome. It is not buffet, but made to order. Coffee was great as well, and cappuccinos were also (they do have almond milk). The bath products were ok--not top notch. And the air conditioner was controlled by the hotel--so don't get too excited that it will be nice and cool for you. We had it set for what would be 70 degrees F (US), and it didn't get below 75 or 76. We talked with the hotel and they did what they could- but just something to be aware of. Also, if you are on the 3rd floor, don't stay in 315 unless you want to hear LOUD clunking over you. They do have a 4th floor room, and it is directly above this one. You can hear people stomping and walking all day or night long, depending on the guests staying up there. It was not pleasant. The part that I really was disappointed with was the spa. It was HORRIBLE. Don't waste your money. We spend $240 for a couples massage. The girls picked us up from the room (late), took us down there, and they literally lathered oil all over us and rubbed back and forth like they were making fire. It was NOT like a normal spa massage or a US massage! They didn't get knots out, applied ZERO pressure, and after the massage was over, that was it. They didn't give us water, nothing. We were escorted "either up to our rooms or the spa." We chose the spa to check it out, but it was not good. They just left us there. We had no idea how to get out or where anything was. We walked around the tiny spa (in the basement) and they had a rocky path (for foot massages where you literally walk along back and forth), a small hot tub that was lukewarm, a sauna, and some sort of a steam room. But we literally were just left there. So after a horrible massage and waste of $240, we ended up in a worthless spa--we just went to our room to shower off all of the oil everywhere. I told the hotel at check-out, and they didn't seem too phased that we just spent $240 for nothing. Very...

Not a luxury hotel. Rude, scam artists as staff.

If you come across this 5 star hotel, run as fast as you can away. It is the farthest thing from a luxury hotel. The staff are the most inconsiderate and rude people I’ve ever come across in the hotel industry, clearly trying to just get every last dollar from you that they can. The conditions of this hotel are FAR from 5 star luxury. DO NOT BOOK - SCAM!!!

Booked this hotel for a few nights and ended up needing to leave after 1 night due to a medical emergency of a family member. When communicated that we would be checking out, Michael at reception said that a refund shouldn’t be a problem, he just needed manager sign off and that the manager wouldn’t be available until after we left. We checked out in our state of panic assuming that we would be given the refund. We sent an email reiterating our situation and asked them to confirm the refund. They were short and rude in their reply basically saying tough luck. What kind of scam is this. They appear like considerate individuals to your face but actually are operating completely differently behind the scenes. When trying to escalate the situation to a manager it basically landed on deaf ears. For a hotel that claims to be luxury five stars, we experienced far from that. You would think especially in a customers time of need they would be there to support.

To add - the conditions and amenities of this hotel are far FAR from luxury. I would rate this hotel not even one star. We booked the Luxury Triple Room that states is 480sq ft. That is not what we were given and the pictures did not depict the actual room. We walked into a loft style apartment where the bed was up a narrow steep flight of stairs. We were told “you are young, this should be fine for you”. My 6 foot four husband barely could fit inside the bedroom with the sloping ceilings. All the amenities that are boasted about on the site are actually at a charge each day. Save your 500 a night and go book at one of the other beautiful boutique actual five star hotels in Florence.

Utter disappointment....