We checked into this hotel on a Saturday morning 2 weeks ago, for 4 nights during our Italy holiday, and was pleasantly surprised to have an upgrade from the hotel as it was low season. Location is great and the hotel is beautiful.
We stepped out of the hotel and we went to get a wallet as a present for my mother from Chanel. We took it back to the hotel & placed it on my luggage. The luggage was locked and the chanel paper bag has a raincover placed over it as it was raining. We distinctly remembered placing the chanel bag on my luggage and also locking my luggage before we left for dinner.
When we came back to the room at 8pm after dinner, I was shocked to see the raincover of our present, off the bag, and also, the chanel gift box was opened by somebody and the ribbon hastily tied back in a bad way. My luggage was also unhinged and my tops were ransacked through. I have attached photos below.
We were utterly shocked and I went downstairs to speak to the front desk. Leonardo at front desk immediately rang for the chambermaid to come down. Her attitude was extremely nonchalant and rude even. We saw her loitering outside our room when we returned at 8pm, so perhaps she didnt have time to put things back the way it was. There was no turndown service in the evening either so I am not sure what she was doing there.
Throughout the entire incident, the team and the GM herself Alessandra kept on reminding us that the chambermaid had worked there for years and would not do such a thing. They also said they cannot believe it happened. Well it did and we cannot believe it either from a 5 star hotel in Florence.
They kept on insisting that since she has worked there for a while (4 years), this is not possible. Both my husband and I are very surprised that they would risk the reputation and integrity of the hotel for a chambermaid, who is dishonest. A miserable attempt at an apology by them was to offer us a dinner in Florence on our last night. We refused. They even said as long as no money or our passports were taken, that is good. I am amazed at that. Our passports were kept in the safe luckily.
For what we paid, the anxiety caused and the disappointment and anger that I felt at having my mum's present opened, it is too much. It ruined our holiday and we were constantly afraid that our things would get stolen. She even opened our luggage! Breakfast was also subpar for a 5 star hotel. The breakfast lady was always in the kitchen chatting and guests were left outside (only 4 of us max at any 1 time as it is winter season) and I had to open the kitchen door to request for coffee.
I will not stay here again nor will I recommend this hotel to my family or friends. The location is superb and the hotel is beautiful but that is all it is. To question your guests words / believe in your customers is obviously not high up on their priority list. We have travelled to many places and this is the only time I have had my luggage ransacked and present unwrapped. Absolutely unprofessional. Customers do not come first here. Do not stay here if you want peace of mind when you go out sightseeing in Florence.