Hotel La Gemma — Hotel in Florence

I had a Terrible experience at this hotel. Actually the worst I have ever had in my entire life. I travel a lot and I can tell you worst communication and worst customer service ever. I booked a room and the AC was not working. I reported this to the front desk personnel named Florin and he only offered me a Fan. I asked to change rooms and he said the hotel was completely sold out.The room temperature was like a sauna! I had to book a different hotel on the same night which was extremely uncomfortable considering that it was 11:00 pm and most of all other hotels were sold out. I had no other option but to leave. I was so excited at the beggining after seeing all the good reviews and pictures of the hotel. The next day I called to get a refund and they were not answering the phone. It is a shame! A new hotel but they wouldn't consider having someone to stay at night and be able to take care for this kind of issues. I personally went again to talk to the supervisors just to hear from them that this same individual told them that he offered me a different room and I denied it. Big liar! All because they try to take advantage so that they dont have to refund you the money. I wonder how business like this can operate. A simple thing wouldn't have been better just to communicate with the guest and explain about the issue well? Be aware before you commit to staying here.__

Update and Reply: to the hotel response.

First of all none of this explained in your response was actually explained to me by your front desk person Florin. When I requested a different room he immediately said that the hotel was fully booked and that there was no other room available. He couldn't even say that other room was having the same issue.

Although he offered a fan, he did NOT tell me when the A/C was going to be fixed. He told me it was not possible for the entire night until a technician could have arrive the following day. If he would've said that someone was going to check on it and fix it I would have stayed. He should have explained about the situation better. Once again COMMUNICATION ISSUES! Your staff should well know how to deal with these kind of issues. I left because I was not going to be able to sleep all nigh with a fan.

I paid a pretty decent amount of money for both of my nights to have a pleasant stay not to have to be dealing with this at midnight.

I had to paid for a taxi and paid extra cost for a different hotel.

In fact I didn't even receive an apology from any of your team members.

A minor issue like this could happen anywhere it was just the way you handle it what made it worse.

In addition, I received the refund after Amex Travel attempted calling multiple times.

In conclusion. You have a nice hotel but your customer service and communication needs to be more professional, I am not a difficult guest. It was a big! Lack of communication on your end. As a business owner I can say, You will have bigger issues in the future if you stay operating this...

Hotel La Gemma in Florence is hands down one of the best boutique hotel experiences we've ever had. From the moment we stepped inside, we were blown away by the elegance, the service, and the unique atmosphere. This place perfectly captures the essence of boutique luxury.

The location couldn’t have been more perfect—right in the heart of Florence, making it an ideal spot for exploring the city on foot. At $700 per night (including taxes), the price is reasonable for a city like Florence, especially when compared to other luxury hotels in the area. For instance, we stayed at Floren Luxury Hotel one week prior, and it was almost 50% more expensive, at $1,000 per night, yet La Gemma offered a much better overall experience.

One of the features we loved was the really cool-looking bar on the first floor, which we didn’t get a chance to visit, but it had a stylish, inviting vibe. It’s adjacent to a restaurant where we enjoyed a complimentary breakfast every morning—a wonderful way to start the day. On the ground level, there was an outdoor bar with extra seating connected to the first-floor bar, creating a great atmosphere for relaxing with a drink.

Although we didn’t explore the spa and other services on the lower level, they sounded incredible and added to the overall luxurious feel of the hotel.

The interior design was stunning, with a delightful mix of mid-century modern style and vibrant, colorful accents. The slightly quirky design gave it a unique character, setting it apart from larger, more traditional luxury hotels. Every corner of La Gemma felt fresh, welcoming, and thoughtfully curated, from the art on the walls to the playful furnishings that added a touch of fun to the refined elegance.

Our room was beautifully designed, spacious, and comfortable, blending that modern, colorful style with luxurious touches. The lobby was equally impressive—open, inviting, and creatively designed to make an instant impact. La Gemma offers the perfect balance of charm and sophistication without feeling overwhelming, just as you'd expect from a boutique hotel.

What really made this experience stand out was how flawless the entire stay was. The staff were attentive, professional, and genuinely cared about making sure every guest had a fantastic experience. From the personalized service to the thoughtful amenities, it felt like a five-star boutique experience in every way.

If you’re visiting Florence, you must stay at Hotel La Gemma. It truly offers an unforgettable boutique luxury experience, and we can’t recommend it enough!

Disclaimer: Yes, this review was generated by AI—BUT, it was thoughtfully reviewed and edited by a human from Chicago. You know, just to keep things...

WARNING to other travelers (especially those driving) - one of the worst hotel experiences of my life.

Be extremely wary of the positive reviews; this is a new hotel, and many reviews come from the honeymoon period. Unfortunately, 5 stars on paper do not always translate to a 5-star experience.

You can see the conduct of this hotel if you sort the reviews by "lowest." The hotel takes no responsibility and denies that customers have stayed there. This is not 5-star conduct. Blaming customers is not the way. Look at the review by Chayanne Brana and the hotel's response for a good example.

I will leave more details later, but the customer service was the worst I have ever experienced.

I have never left a hotel so stressed, distressed, and disappointed. It has wrecked my whole experience in Florence. I have never been treated so badly.

There are many well-established boutiques and chains in Florence. Learn from my mistake and don't risk it on a new market entry. Not what I expected from the Cecchi family and I encourage them to reach out.

If you are driving there or have a vehicle, do not, under any circumstances, stay here. Choose a hotel with parking onsite or nearby and run by the hotel. My car was parked very far away, with no estimate of when it would be delivered, and it was delivered absolutely filthy when we urgently needed to leave. Another guest there said he was waiting over an hour for his car.

You have taken money from me and not delivered on your promises. I will continue to escalate this matter until it is resolved.

I sincerely hope this is a misunderstanding, and I encourage management/the owners to reach out to me to resolve this matter privately instead of online.

If I do not hear back with a proposal to bring this matter to a close, I will assume that the preferred method of resolution is through reviews on other platforms.

Update: I have been threatened by the hotel with "legal action" because of my review. How many other reviews have they threatened like this? Also trying to say the filth was only on the door frame?...