Viesca Toscana - Il Borro Toscana — Hotel in Reggello

First and foremost, I urge everyone to steer clear of this hotel. SHL, you should be ashamed—this hotel falls far below the standards your chain claims to uphold. We were on our honeymoon, and as a “gift,” they gave us a room above the hotel’s restaurant, where staff exited the restaurant blaring loud music, shouting, and dragging tables and chairs. There was no hot water. This is a supposed five-star hotel charging over €350 per night, and they couldn’t provide hot water for three nights! When they “fixed” the issue, the hot water was limited to just half an hour. Every day, the room was infested with insects and mosquitoes—it felt like a safari in Africa. The housekeeping staff left the windows open all day. (I have plenty of evidence to back this up.) The front desk service was appalling: a. We asked them to book various activities for us, and they promised to arrange everything and get back to us. Of course, no one followed up, and nothing was booked as promised. b. After 9:00 PM, no one answered the phone at the front desk. We physically went to check if anyone was there, and for three nights, the desk was completely unattended! The gym: They claimed it was open from 7:00 AM to 7:00 PM. We arrived at 9:00 AM, only to find the lights off (either no one bothered to turn them on or they were deliberately off). The air conditioning was also off, and when we asked for cooling, they claimed that since it was early October, they had switched the system to heating mode with no option for cooling. (Note: The weather during those three days ranged from 16–28°C.) Utterly shameless! The hotel has several buildings with rooms, and the entrance doors to these buildings were often stuck. We, along with many other guests, were forced to wait outside for 10–30 minutes until someone...

This hotel was a massive disappointment. It over promised and under delivered. Our experience was underwhelming from the start. We drove up a driveway that lacked any no-entrance signage to get to the reception and we’re chastised by unfriendly and rude staff. During the check-in, we were given no information on the property and the breakfast time, but we’re told that the boutique hotel had no space outdoors for us to have dinner. When we asked about breakfast time at the restaurant, we were told it is from 8 to 11:30am. When we showed up the following day for breakfast at 11, we were told the buffet was closed and they had thrown away the croissants. ||||Some basic elements of service were absent. No free water bottles in the room, no refilling of coffee capsules, a dysfunctional AC, slow replenishment of breakfast buffet, little attentiveness to your ordering coffee or tea, no extra towels at the pool, no one asking you at dinner whether you’d like to have dessert, and so on and so forth. But this was not the end of our ill-fated adventure. When we asked them on our last day after our breakfast was done at 10:30 about the check out time, we were told it was at 10:30! In all my years of traveling around the world, I have never seen a checkout time that coincides with the end of breakfast at a supposedly luxury holiday resort. ||||All is all, this is not at all what you’d expect of a four start hotel with luxury pricing. If these shortcomings are not fixed through serious reforms and management change, this property is bound to bring the Ferragamo brand...

I booked a superior room here for 2 nights. The room was in the main building (Pian Rinaldi) in the center of the property. It was small but had all of the necessities. ||There are several private villas for rent (8) scattered throughout the large property. Most appear to have private pools. This appears to be the way to go if you are staying here. I imagine my experience would have been different staying in a villa, but I was traveling solo.||The staff were friendly. The restaurant menu wasn't expansive, and I was surprised. Perhaps most of the dining occurs in the villas.||I was relaxing by the pool one afternoon, as were several other couples, when something was going on below the nearby kitchen. I'm not sure if there was a problem or if they were cleaning out a septic tank, but that's what it smelled like...very foul. It went on for some time, and eventually everyone vacated the pool area. I would have thought a guest relations person would have come around to apologize or explain, but no one did. In fact, I never saw anyone who appeared to be a manager going around and greeting guests during my time there. I found this unusual for a luxury hotel.||If you want to go into Florence and don't want to drive, the staff recommended driving 10 minutes to a nearby town and taking a 25-minute train ride. That...