Hotel Relais Palazzo del Capitano — Hotel in Unione dei Comuni Amiata Val d'Orcia

Avoid this place at all costs! The rooms and hotel are part of the Capitano group. It's a shame what they responded to my wife in the comment below. They lie!

• Check-in is from 4:00 pm to 5:00 pm, which is quite late compared to other properties. The day before, we informed them that we would arrive exactly at 4:00 pm. We were greeted by a messy hallway and room. We immediately complained to the receptionist and the cleaner. We waited until 5:15 pm for the room to be cleaned. After we were finally able to enter the room, my wife needed to use the bathroom and slipped because the floor was wet. Disgraceful. If they had at least informed us that cleaning would be delayed, we would have extended our stay in Florence. They should have done that. • The room is located in a private apartment within a building. You share the hallway (kitchen, dining table, couch) with other tenants. This is not mentioned anywhere before booking. Had we known this, we would never have booked accommodation at this property! • As an apology for the late check-in, we received a gift voucher that we could use in one of their two boutiques. We visited them twice, once at 9:59 am and once around 7:30 pm. On both occasions, the shops were closed, so we couldn't use the gift voucher. Nowhere was the shop opening hours mentioned. We also complained to the receptionist during check-out, and he just replied that he knows the shops are not open. • The parking lot is located a three-minute walk from the property. To reach the accommodation, you have to climb a number of large stairs, and if you have a lot of luggage as we did, it becomes a problem. You are not allowed to drive your car in front of the accommodation, even just to unload your luggage. During booking, it says that parking is in front of the property, and even one picture shows a car parked in front of the building. This was especially frustrating as it is misleading. • The room did not display the WiFi password anywhere. After asking, they sent it to me via WhatsApp. The room had no trash bin. There was a small bin in the bathroom, but that was not sufficient. We had air conditioning in the room, but they did not leave the remote control for it. • We booked two nights. After the first day, the cleaner tidied the room but did not replace the large wet towels — she just folded them and placed them on the shelf. We were left with only one roll of toilet paper.

All in all, this is probably the worst accommodation and service we have ever experienced. The property does not match the pictures (the tiles in the bathroom were supposed to be red, but ours were white). If something is advertised and presented through pictures, I expect to get exactly that...

Dear Sir or Madam,

I'm sending my feedback on your response below because Google doesn't allow further discussion, but I want things to be clear. You should be ashamed for spreading such untruths! First of all, I have had an active TripAdvisor account for a long time. Furthermore, I am Lovre’s wife and I am writing this review in my own name, so it would be appropriate to address me correctly.

Yes, we stayed in a room that is part of the Capitano Collection, but since the accommodation is advertised and sold through you, I believe you are responsible for it.

Regarding the reporting of the issues, we expressed our dissatisfaction immediately when we were informed that the room was not ready. It is important to note that we had informed you of our expected arrival at 4:00 PM the day before, and therefore we believe we deserved timely notification about any delay. The gentleman at reception clearly acknowledged our complaint, because if there is a delay of an hour and a half, guests should be properly informed. The only response we received was: "I am sorry."

We were not offered a glass of prosecco, nor were we interested in that – all we wanted was to access our room, use the restroom, and take a shower. Instead, we were met with a wet floor from recent mopping, on which I slipped, further aggravating my frustration.

The opening hours of your boutiques were not posted anywhere – on several occasions, we stood in front of the store doors with other guests commenting how there was no one inside. The Wi-Fi password was not included in the welcome materials, and we had to request it through messages with the reception. There was no remote control for the air conditioning, nor a trash bin in the room. As for the towels, they were wet and left on the floor, which is a clear sign in any accommodation that they should be replaced. We have stayed in other, non-luxury accommodations where towels were replaced regularly without needing to ask.

All of this was again communicated to the gentleman at reception during our check-out, when he asked us about our stay. We openly shared our experience, and his only response was that he understood and that he was sorry.

Despite everything, I feel the need to share my experience with future guests, as I have every right to do so. Not everything has to be perfect, and not every review has to be ideal – it is natural and normal that dissatisfied...

Unfortunately, our experience at this hotel was far below any acceptable standard, especially considering the price we paid.||The first impression was disappointing – although check-in was stated to begin at 4 PM, we arrived at 4:20 PM and the room still wasn't ready. We were met with bags of linens and a cleaner who had just started cleaning. We were only able to enter the room at 5:20 PM, without any prior notice of the delay. Had we known, we would have stayed longer in Florence instead of waiting around unnecessarily.||After finally entering the room, I was met with another unpleasant surprise – the bathroom floor was wet from mopping, and I slipped the moment I stepped inside. Given everything that had already happened, this was the final straw.||Additionally, while the parking is technically nearby, it is accessed via a flight of stairs, which is extremely impractical if you have luggage – as we did. This information was not provided, but it absolutely should have been, as it’s crucial for many guests.||An even bigger issue was the shared space – a kitchen and dining area used by all guests, located directly outside the rooms. Nowhere in the accommodation description was it stated that the rooms are within a shared apartment. Had we known that, we never would have booked our stay here. You can constantly hear other guests literally sitting outside your door, which does not contribute to any sense of privacy or comfort.||The room also lacked basic amenities such as a trash bin, aside from a small one in the bathroom. And as an “apology” for everything mentioned, we received a voucher for their shops – which were closed every time we tried to visit.||In short, a lack of transparency and a complete disregard for the guests. A huge disappointment and a poor experience I wouldn’t wish on anyone. It’s a shame, because this accommodation could have had potential – if it were managed by someone with more professionalism and respect for...