PLUS Florence — Hotel in Florence

Plus Florence is a mediocre, disgusting, hostile environment. I’m here with a big group of 16+ people, and we’ve only been here for a week (we’re staying here for another 2 weeks), but many people in our group have woken up with horrific, HUGE bed bug bites that don’t even look like them. We assumed they were mosquito bites due to how big and itchy they were, but as the nights went on they began to show in a pattern. One of our travelers began to show signs of a fever, stomach pain, and was constantly vomiting the whole night. The staff were inconsiderate, rude, and disrespectful whenever we would come up to them with any issues. The traveler brought up the bites to the front desk, they immediately started refuting it was from them, but instead claiming it was from the previous hotel we stayed at. We then explained that during our stay at that hotel, we had different roommates who were unharmed when we were staying in that hotel, but it was only a problem with the plus florence beds. After, the traveler and his roommate showed them the bug bites with huge welts on his face (pictured) and kept arguing with the front desk. They settled on the hotel giving the two “unlimited” money (even though over time this money became harder and harder to obtain, with the staff accusing them of not doing laundry with the money given to them) to wash & dry all their clothes in their facility after all of their clothes being at risk of contamination. One of them was up until 2am doing laundry while one was in bed sick and unable to move due to pain. The next morning, we were all informed to come back to the hotel and close up our suitcases in order for other rooms to be inspected by pest control. 2 rooms were found to have bed bugs, and we were unsure of how other rooms got bed bug bites, or if they were mosquito bites. For compensation, the hotel relations Laura pulled our group to the side to inform us that we will be receiving 20€ per PERSON in order to do our laundry. We are on a school trip so our chaperone asked Laura if we could come down and collect the money without an adult being present, and she accepted. There were over 10+ people here to hear this, but when a few of us came down to collect the money, she was nowhere to be seen, we were told to get a ticket and wait on a long line in order to speak to her, even though we were told to speak to her DIRECTLY, not wait on a line. The security guard at the front began to be hostile and physically grab 2 of us, trying to hand us a ticket for an appointment we did not need. We explained this to him calmly and instead of him leaving us be, we were saying the same things back and forth for at least 5 minutes. Laura is standing right infront of us and decides to ignore us, as if we’re not there. We call our chaperone down and all of a sudden, the security guard wants to leave us alone now and Laura is all of a sudden free to speak to us. When our chaperone asks why she wasn’t able to speak with us, she couldn’t give a coherent response. (she speaks fully english) We were given our money, but she claims to have said that it’s 20€ per room, and not person (there’s 2 people in each room). After arguing with this woman about the amount of money we should receive, she caved in and gave 20€ per person. The staff was inconsiderate, unprofessional and the situation could have been handled more efficiently and courteously instead of blaming the customer for the bug bites they received from their hospitality. Ontop of this, the two travelers who got bed bug bites were moved to a different room after the hotel claimed they were “fully booked out” of rooms and could not accommodate a room change, were moved to a smaller bathroom but not a bigger hotel room. (the two travelers are 5’10+ and couldn’t even fit through the bathroom door). the higher the floors go, the smaller the rooms get. After a week when the rooms got changed, and they went to go retrieve their sanitized luggage when pest control came but the rooms weren’t even cleaned....

Here is our experience to give you a taste of their services: all disappointed ! Be careful of what you want !

First of all, we have made a non refundable reservation for a superior room and for 6 nights. We have called them 2-3 days after making our reservation to specify that we want a quiet room with a bed of 180x200cm and not a 160x200cm in a quiet room, and they agreed over the phone. So when we arrived prepayment has not been made and room given was a 160x200cm and looks like a standard. They stated that is a superior room and i said that is not what I asked for. Then they gave us a superior room and guaranteed that is a quiet room and the last room available with a manner that we cannot ask another one. Super I am just asking what I was supposed to get from reservation.

They gave a good room but it was next to the stairs and lift which I could not sleep for 2 nights. We did not came after the first night because my wife convinced me to wait.

So I have been to the reception claiming to change room as I could not sleep for 2 nights. They were sweet as always and ask me to come back at 11am to see cleaned room. So I came back at 11am and waiting for more than 30 min before to see a room without letting me know that i would wait that long which is so upsetting. They showed us small rooms as we were dumped like we will not change room or for the kind they want to. This is unacceptable as a matter of service so I had no choice to claim for a full refund which a manager from customer care came 30 min after and I had to explain everything again and again. And at 1pm, they showed us a room as we requested even if we were told from reception that there is no room as we have available. My anger was big but we finally settled down in the new room as it sounded to suits our request. However, hot water was not hot enough as we were cold. 2 side windows with only 1 side with a shutter…. And the sink was blocked and the room door very hard to close.

Therefore after fighting and waiting to get what we asked from reservation. We did not wish to complain again and lose another half a precious vacation day for our imaginary proper room. So we checked out 2 nights before to look for a new accommodation elsewhere to be mind free where we it were so much better and just slightly more expansive.

To make it simple, reception is sweet but incompetent. And the organization is a mixed of an hotel and a hostel but not in the right way. First of all, common room is in the basement at the back and not really suitable for cooking as there is only 2 micro wave and a kettle. At the end, the common room is not a room to be all together with a hostel spirit. It is more likely a large scale cheap hotel spirit with services (bar&restaurant, pool, fitness, and sauna). Do not believe the photos, its...

Travellers BEWARE!

This hotel does not reflect any level of value or quality. It's not just a very unprofessional place to stay but also very inconvenient and for the price nowhere near comparable to other hotels you can stay for the same price.

We arrived at 15.00 to see a huge line of people waiting to check in. The process took 20 minutes.

After our arrival to the room which did not reflect the pictures we found a blocked and broken sink an air condition that was leaking and fries on the floor which meant that the room was not properly cleaned.

We made a request for a change of room and we got to the second room. We spend an hour over going back and forth with the reception to find a solution. While the employees where helpful they were helpful as the individuals themselves and not as representatives of the company. They also worked under poor conditions which is something I would not like to support any business with.

After our arrival to the second room on the second night of our stay the airco also stopped working at 11.00pm. after request to fix this we got offered fans instead and after some pressure we got to another room where initially the remote control for the airco would not be given as it seemed like the hotel only had one for the whole facility. So it would be either sleep on 18C non stop and get cold or don't have it at all. After request the reception said ok and gave us the remote. After our arrival to the 3rd room now the airco was fine but yet we found under the toilet seat urine stains that seemed to be there for days and got crusty. Not only this is super unclean and unsanitary but also dangerous as nobody knows what kind of microbes the previous tenant would carry with him/her . Also shows that the cleaningness of the rooms is extremely poor. We made this known to the reception on our 3rd and last day of our stay and more or less they shrugged it and put another note.

We asked the company for a refund but the answer was a simple : the reception answered whenever you had an issue so we cannot guarantee a refund.

Based on the above I guess as long as the receptionist finds his way on a mess to something if anything that is still good service. Moving rooms every day, not getting the room, you booked or living under extreme unsanitary conditions is daily practice for them.

I will leave everyone to decide for themselves but we will definitely not visit this...