Hotel Club Florence — Hotel in Florence

A deeply disappointing and distressing experience we had at C Hotel Club in Florence during our recent stay from 6 to 10 May,.||||Upon check-in on 6 May, we were allocated a room that was not in acceptable condition. The room had a noticeable smell, peeling wallpaper, and a window positioned so high that neither of us—both 1.79 meters tall—could see out of it. The room was significantly different from what had been advertised on your website. I requested a room change, acknowledging that room layouts may vary in historic buildings, but was told that no alternative was available for the duration of our stay and that a refund, partial or otherwise, was not possible.||||Given the unsatisfactory state of the room, we chose to stay at another hotel for the whole time in Florence while keeping our original booking at C Hotel Club. ||||Throughout, we kept the "Do Not Disturb" sign on the door.||||In the morning of 10 May at 9:00 AM, we returned to the hotel for check out and collect any belongings we might have left behind. However, when we approached reception, the staff claimed they could not find our booking and refused to provide us access to the room. Despite check-out time being 11:00 AM, we were denied entry without explanation. Multiple requests for clarity were met with repeated refusals and no attempt at transparency.||||Out of frustration and concern, I contacted the police to report the incident. Only after doing so did a staff member offer to accompany us to the room. Upon arrival, we were shocked to discover that the room had already been re-allocated to another guest. This revealed the likely reason behind the front desk’s evasiveness: the hotel had resold our room before our booking had ended, without informing us.||||This raises several serious concerns:||||1) Why was our room resold without our knowledge, and prior to the official check-out time? This is highly unprofessional, dishonest, and entirely inappropriate for a hotel of your purported four-star standard.||||2) Why did the staff not provide any transparency or courtesy when we asked for an explanation?Their dismissive and condescending behavior, especially from the taller male staff member at reception, was unacceptable and only escalated the situation.||||3) Why was our room entered despite the “Do Not Disturb” sign? This is a violation of guest privacy and security.||||4) Why was there no communication or acknowledgement from housekeeping or reception regarding this breach until law enforcement was involved?||Given the severity of this breach of trust and the distress it caused, we are requesting.||||We have wrote a few emails to the hotel management and they turned around and accusing us. They said we booked through a 3rd party travel website and unable to contact us.||||This is totally unacceptable !!! ||||DO NOT STAY AT THIS HOTEL. Horrible...

DO NOT STAY AT THIS HOTEL GROUP!!!To begin, I go back to our check in on 6 May, where I had booked a four night stay to check out on 10 May via Trip.comUpon checking into the room I gave feedback that the room condition was not ideal. The room had a smell, the wall paper was peeling, the window was set so high that it was above our shoulders (my friend and I are both 1.79m tall).I asked if there was a chance to change to a different room as we acknowledge that Florence hotels may have different configurations due to the old buildings. I was told none was available during our stay and it was impossible for a refund - partial or otherwise.Disappointed and unable to accept the condition of the room as it was vastly different from the pictures on the website, we moved to stay in another hotel while keeping our room at Club Hotel.At all times we had placed the DO NOT DISTURB sign at the door.On the day of check out, we returned the key and checked out at the reception at 9am, we wanted to go back to our room for one last check to make sure we didn’t leave anything behind. The following ensued:The front desk staff could not find my name in the booking. And then we asked for the key back to go to the room.The staff refused to let us go to the room and didn’t offer any explanation. They kept saying no but with no effort to explain. I insisted that I had the right to go back to the room since check out is only at 11am but each time they refused. Finally I called the police to lodge a complaint out of frustration and a lack of transparency. At that point after I called the police, the staff said they will accompany me to the room to check the safe etc.When I reached the room I was shocked that someone opened the door: there was another guest staying in our room! It became very clear then why they did not allow me to go back to the room as the hotel had SOLD OUR ROOM to some one else. I want to address the following points:Why did a supposedly four star hotel SOLD my room without letting me know. It’s improper, dishonest, unprofessional and unbecoming of a major chain hotel, while the staff refused to explain or be transparent about this situation. Why did no one at reception, housekeeping (they were also around) say anything about the room having been sold and just be honest about it. Instead they were dodging our questions and basically ignored us until we called the police.Why did people go into our room despite the DO NOT DISTURB sign at the door.I’m have already written to the hotel management and tourism board in Florence but no one have given me any response, it has been a week already. DO NOT STAY AT THIS...

Avoid this hotel at all costs. Save yourself the headache and lack of customer support. Once they receive your money they don’t care about the customer, they don’t care about your experience with them, and will not assist you with your needs. There are way better hotels in the area. It’s a very sketchy hotel. I’m honestly glad it didn’t work out because there are several reviews of them drilling through safety deposit boxes and stealing money. They only want your money.

I needed to change the dates of my reservation on a nonrefundable booking made on Priceline. I contacted the hotel not even a day after the reservation was made asking to move the dates of my stay and they were very inconsistent with their responses and disorganized. One email Elisei said to book another reservation either directly through them or another site then once they receive that they will cancel the first reservation. How convenient that the prices had tripled in price for a new reservation starting the last day of our original reservation, so I asked them to work with me. The next email Giada responds saying the only way to change the dates is through Priceline and they cannot modify the dates or cancel the reservation themselves… what? They had just said that they have the ability to cancel a reservation if you make a new one. I forwarded what Elisei had proposed in her email. They kept saying it’s out of their control. So much back and forth on this throughout the week. Then a week since the start of the issue, Nicolae says they cannot modify the dates because they are fully booked and that they were trying to move the dates when clearly they weren’t actively trying to modify anything. They took over a week to say “We tried to make an exception by moving your dates but we can't because we no longer have availability.” That was the end of that conversation because they said they cannot do anything. How convenient they wait until they are fully booked to say they were trying, therefore leaving the customer stuck with no way out of the reservation and losing their money.

They take forever to answer your emails. When you call, you are bounced around from person to person until someone finally says they are working on a resolution and will email you. They don’t email you. You have to again, reach out to them. The reality is, they are unprofessional, unorganized, and don’t care about the customer.

There was never a resolution. Over a week of nonstop emails asking for their help in either moving the dates of my stay or giving Priceline permission to cancel the reservation, and nothing.

So yeah,...