Grand Universe Lucca, Autograph Collection — Hotel in Lucca

Grand Universe Lucca Have you ever fallen in love with a hotel the moment you set eyes on it? After walking for a few minutes, we arrived at the square, where our destination, the Grand Universe Lucca, stood sentinel over the Piazza del Giglio, the Teatro del Giglio, two cafes, and in the center of the piazza, a memorial to General Giuseppe Garibaldi. We quickly entered the hotel and stopped in our tracks. The ambiance was cool, quiet, and very luxurious. The lobby exudes elegance with sophisticated decor. A grand piano reflects ornate chandeliers hanging from the high, arched ceilings. Plush seating areas invite you to relax. Rich fabrics and warm colors create a welcoming atmosphere, complemented by artwork that reflects the charm and history of Lucca. We sat down at the reception desk and began the usual process of documents and credit card registration. We were hours early, so our room was still being prepared. The charming and professional receptionist called a porter to store our bags and invited us to have a complimentary drink in the bar. As we entered the cavernous room, we saw our bags were waiting on luggage stands. At the coffee table sat a bottle of local port and lovely biscotti to enjoy with our coffee. The room was gorgeous! Towering ceilings soared above the hand-textured walls. The ceiling was adorned with rich, dark wood beams that created an impressive architectural frame. Puchinni’s portrait dominated one wall, reminding us that the renowned composer lived and worked in Lucca most of his life. A bathroom can make or break a hotel stay. Grand Universe Lucca’s designers created a spa-like room that the two of us could comfortably use at the same time. The double sinks had individually light-controlled mirrors and lots of surface space to keep our toiletries organized and separated. Lots of hooks and towel bars were available, but our favorite bathroom accessory was the towel warmer. We love it when we see them in a hotel bath. A spacious shower with excellent pressure and an endless supply of hot water featured skin and hair products that we used daily. Soft, oversized towels and plush robes enveloped us in comfort, providing a luxurious feel after an invigorating shower. Indulge in luxurious comforts to enhance your stay. Relax on the rooftop terrace and champagne bar with unforgettable views of the historic city of Lucca. The hotel features a state-of-the-art fitness center, perfect for maintaining your workout routine. For relaxation, a beautiful lounge area is available. The lounge is by the gourmet restaurant serving superb local cuisine. Additionally, complimentary Wi-Fi and a 24-hour concierge service will make your visit a one-of-a-kind indulgence. Staying at Grand Universe Lucca is an unparalleled experience of style, comfort, and luxury in one of Italy’s most enchanting towns. The hotel’s ambiance combines elegant decor with modern amenities, creating a serene retreat. You will be immersed in breathtaking views of the Piazza del Giglio from your room. Indulge in exquisite dining with locally sourced ingredients. You will savor a delightful breakfast buffet and unwind in the opulent lounge, accompanied by local music. The attentive staff ensures a personalized touch, making you feel special throughout your stay. Whether you’re exploring Lucca’s history or relaxing in style, Grand Universe Lucca is the...

The review is specifically due to the response we received from the staff. The hotel itself is very nice and the location is great.

We stayed for one night at the property and at about 3am the man in the room next to us began a loud phone conversation on speakerphone. We had not heard any noise prior to this and did not realize someone was in the room next to us. We had been upgraded to a room with a view, however, this room had an adjoining door. Normally this is not an issue, however, we could hear both people, the man in the room and the woman on the phone, as if they were in our room. Absolutely no privacy. The man was not being rude, or drunk, or yelling, simply talking loudly and, unfortunately, due to the poor design of the room/hotel we could hear everything. After debating whether I should address the situation personally, I decided to ask the front desk as I did not want to be the reason for creating a potential conflict. I chose to go to the front desk rather than call. Upon leaving my room, I could hear the man from the hallway. I told the front desk about the situation and even stated I didn't mind addressing the man but wanted to ensure they were okay with that. Instead, I was given keys to a different room and told that we could sleep there. In the moment I thought this was a reasonable solution, but upon returning to the room, my fiance made a valid point that we should not have to be the ones to move. She called the front desk and asked them to let him know he was being loud. The front desk called, he answered, then told the woman he was talking to that he was told he was being loud. We could hear the whole thing. Then the front desk, after I had just explained that you can hear everything, called back to our room to let us know she called him. Very unprofessional but the good thing was the man then realized truly how loud it was. Fortunately he ended his conversation but you could then hear everytime he moved, cleared his throat, etc...Which also means he could hear anything that we did. Again, no privacy for either room.

The next morning we went downstairs and returned the extra room keys. I explained the situation to the new woman at the desk and expressed that the man was not at fault, the room itself was the issue. We should not have been able to hear an entire conversation as if we were a part of it. She was aware and apologized, but nothing was offered. Upon checkout we were offered a "gift" for the inconvenience, a small bag of locally made biscuit cookies. Almost laughable.

After the stay I sent an email to the hotel and the Director of Operations responded. They stated they were sorry for the inconvenience, that they made every effort, and that IF we were to return to Lucca that they would personally take care of the stay. So, we would need to be inconvenienced again for there to be any resolve. I attempted to be understanding the night of the issue and throughout the correspondence with the director, however, the "effort" from the staff and the director was, and has been, poor and not what I expect...

I’m mobility challenged, & far prefer a walk-in shower to an uneasy balancing act in a narrow old bathtub.|This preference often means spending more money for a simple safety feature…the rooms & the hospitality venues I stay at often aren’t that great ..but yeah, they have that shower!||So when recently we were in Lucca, we chose Marriott’s beautifully renovated former glassworks situated on a famous Square, as our destination.|Our junior suite being the model of architecturally-influenced refinement did indeed have the promised (& spacious ) walk-in shower..but the huge base was not textured in any way & one was always fearful of slipping once the shower ran…indeed the adjacent flat section wasn’t textured either …so wet feet on a matt- finished stone platform ( with no wall hand rail ) was an accident waiting to happen as one gingerly stepped down onto the bath mat …in all an astoundingly ridiculous design failure …especially & ludicrously, seeing the surely almost never-used adjacent bathtub ( no doubt installed because they are ‘the thing’, aren’t they, those bid baths ?) …DID actually have …a nonslip base! |Honestly.||It was indeed a luxurious fitout, but the eyes-wide-shut hotel services manager nonetheless still allowed a vastly frayed edge to the lovely rug to greet us upon arrival…& I was always wary of that in case I tripped on it whilst being there. Awful such Raggedy Ann housekeeping …so-called Autograph Collection my foot! ||The 4 Star serve-yourself breakfast sadly wasn’t that good, with only very limited fresh fruit available & rather dry reconstituted ‘scrambled’ eggs …. Bewilderingly they offered just minimal cakes in a country that prides itself on glorious sweet beginnings to the day everywhere you go .|Frankly I’ve had better breakfasts in far less prestigious places in Italy, many many times.|And the ubiquitous caterer’s powdered eggs can be found everywhere….even zero-starred joints have those! Marriott can, & should do, better.||The ground floor (sadly unsympathetically overlit in the evenings ) bar has a stellar Barman mixing a stunning Negroni…..but very ordinary snacks only to accompany a great cocktail..pity that. ||One wonders how it is an internationally famous hotel chain can’t get basic detail right when it presents one of its better brands in such a stunning city as Luca.|| Disappointed I was, so only a qualified recommendation, sadly.|Hard to justify spending...