Solo Experience Hotel — Hotel in Florence

DO NOT STAY HERE!! THEY FORGED MY SIGNATURE ON THE RECEIPT THEY SUBMITTED TO MY CREDIT CARD COMPANY! They are a fraudulent shady business! You've been warned.

Check in was great and women at the front desk were friendly. They had our large bags taken to the room and it was ready so we were able to check in early. We were excited, thinking wow this is going to be a great experience. That was the last of the positive experiences. Our room temp. is controlled by the front desk even though we have a thermostat in our room. It was hot and they wouldn't turn the temperature down! Supposedly they were going to send maintenance the next day but never sent them and said we just needed to deal with the heat. The night clerk was awful, argumentative and very rude. He was upset we had issues and didn't want to deal with them. The next biggest thing was we specifically booked a room with two beds and a pullout sofa because our group was 4 people. They charged us for sheets for the sofa bed and told us it was $50 per night for sheets to use the bed. They said we were not allowed to use that as a bed and two people needed to sleep together or else we get charged. The beds are rock hard, which several other reviews report also. Yes it's a preference, but these were horrible. Toilets didn't flush. I requested a manager contact me twice and I never heard from them. They gave us a bottle of wine for check in as a welcome gift and charge for it at checkout. Their staff is completely unprofessional, unfriendly and should not be in the service industry. Three of them made comments and attacked each member in our room about them charging us $50 per night for sheets. We asked them to show us in the confirmation emails or on their website where it states that and they couldn't (we have screenshots and proof that it doesn't say anywhere that is something you charge for, so try and change it now). You can't tell us we have to share a bed with someone we don't want to. We specifically paid for 4 people to be in a room. Breakfast was not good at all and was reheated from the day prior. I'm sure they will rebuttal with its a preference, which is true but reheated is reheated. WIFI is TERRIBLE. The kitchen staff and the bellhop, and one of the night staff were the only nice staff members during this visit. Over all great location because it's convenient to everything. But I will never stay here again and recommend you look for other places. We had another group of friends book with us as well and the staff messed up their dates on their reservation, charged them for the days but wouldn't accommodate their stay and told them to find a new hotel. Guess what, they did and it was better than your hotel. We should have done the same. I'm sure the manager will respond with some abrasive rebuttal taking it personally, as she hid behind the office door and wouldn't speak to me or return calls as this all could've been avoided and corrected. Instead of being defensive, take ownership of your mishaps and train your staff. You're in the industry of customer service and guest experience. A big group of us are on a big birthday trip and taking a tour of Paris and Italy, and you and your staff have ruined the hospitality experience in Florence. It's sad because it could've been a better experience and things could have been looked past, but the customer service is beyond horrible. They also charge additional fees they don't tell you about. Make sure you save your confirmations just in case they try to do the same to you.

Update: In response to your response. We have confirmations for both rooms with the correct dates. If they didn't have a valid card, how is it that you charged them for their room? You are liars. You didn't tell us anything about the prosecco and you didn't tell us there was a charge for the wine until check out you were trying to charge more. No where on your website or in our emails did it say there was an extra charge for opening the sofa bed. More lies. No one in our party was drunk it was hot from the moment we...

Pros - Room - the size of the room we booked via Booking.com listed it was 193 sqft. I can confirm the room we were provided (room 10x) was a LOT bigger than 193 sqft. The beds were hard for North American standards but they weren't uncomfortable. With all hotel pillows, it met standards of being uncomfortable. There were various light switches to change lighting in the room, a bonus with children if they require some light to sleep with. There was a long ottoman for us to place 2 medium sized suitcases and a long coffee table to place our daily needs. There was a carafe filled with water, and refilled daily for our use. While we didn't drink their coffee, their daily biscoff cookie refill brought joy to my child's day.

Bathroom - very good sized washroom. However, as a stand-up shower, the plastic rubber closing the door and blocking water from spilling out into the bathroom was poor. Clean towels. They provided what seemed to be tea-towels for either hair/face towel. These were rough and hard to use, so we were creative and used it in the shower room to block the water from spilling out.

Cleanliness - great room service conducted daily, no complaints.

Service and staff - they were incredible. We arrived 2 hours prior to check-in and they advised they've set priority for our rooms to be ready before check-in time. We went out to explore a bit of Florence, grabbed some daily necessities and returned back before 3PM, by then, our room was ready.

Location - couldn't have been better, we were right in the heart of everything. While Florence is such a walkable city, we truly felt Solo was in the heart of it all. I can see why reviewers had commented they will return to this location when they visit Florence again.

Cons - Bathroom - water leaking issue, read in comments above.

Noise - as we were aware from prior comments, we didn't hear much noise within the hotel. But there was a lot of street noise. Considering we stayed in mid-March (not high season) and during the weekday, there were some street noise into midnight, we can't imagine how noisy the streets may be over the weekends.

Heating / Air-conditioning system - We noticed the room being awfully warm considering it was around 13-17 degrees on average we asked how to turn on the room fan. The staff advised "due to the month, AC has not been activated in the building". They manually turned off the heating system for us in our room, we had to open the windows at night. They were double windows, so we opened the exterior and closed the interior to prevent flies from travelling in.

Conclusion - considering this was a 4-star hotel, it met 4-star rating. I will definitely consider returning to this hotel if we ever return...

My stay at Hotel Solo Experience in Florence was an absolute delight, surpassing all expectations. From the moment I stepped into the beautifully adorned lobby with the attentive, caring, and kind staff, I knew I was in for a remarkable experience.

The location of the hotel is simply unparalleled. Situated in the heart of Florence, it provided easy access to the city's most cherished landmarks, including the magnificent Duomo, the Uffizi Gallery, and the Ponte Vecchio. Each day began with the excitement of stepping out into the vibrant streets, knowing that the city's rich history and artistic treasures were just a short stroll away.

The hospitality at Hotel Solo Experience is second to none. The staff exuded warmth and professionalism, ensuring that every aspect of my stay was perfect. Their genuine friendliness and eagerness to assist with any request or inquiry made me feel truly valued as a guest. They provided excellent recommendations for dining and sightseeing, enhancing my Florentine adventure. We had 3 kids in our group and they took such good care of them.

The room was a haven of luxury and comfort. Elegantly decorated with a blend of contemporary style and classic Florentine touches, it offered a serene escape from the bustling city. The bed was incredibly comfortable, the linens of the highest quality, and the bathroom was equipped with modern amenities and plush towels. Every detail was meticulously curated to create an atmosphere of relaxation and indulgence. The shower was unreal!

Hotel Solo Experience in Florence is a true gem. Its prime location, exceptional service, luxurious accommodations, and outstanding amenities make it a top choice for any traveler seeking an unforgettable stay in this enchanting city. I wholeheartedly recommend Hotel Solo Experience to anyone visiting Florence. My stay was nothing short of magical, and I eagerly look forward to returning...