2/10 Terrible
Lauren K.
Sep 22, 2019
Disliked: Cleanliness
Not as advertised
Booked for August for our family of 4. When we arrived the place looked beautiful, so much history! After being checked in we got into our apartment and started to notice some issues. The air was stale and moldy smelling, the furniture was dated and dirty and there were some functional issues with electrical outlets and one of the toilets. We addressed with management, especially the air quality and asked to be moved but we were told they were full and nothing else available. At first we thought we could deal with this, we were only booked for 4 days we could manage and just plan to be out of our rooms most of the time. However, my mother started to have health issues because of the air quality and we actually had to leave the premises because she couldn’t breath (she has very bad asthma and allergies to mold). We had to book and pay for a hotel in Florence. We tried to work with the management group to get a refund and they told us all of our claims were not valid and the owner actually laughed at my mothers health issues and said not his problem. Needless to say we did not go back and instead had to pay out of pocket for another accommodation for our stay in Tuscany. We are all very unsatisfied and extremely disappointed in how the entire situation was handled by the owner and their property group. They were rude and abrasive from the first call, completely dismissing anything we said as if we were trying to scam them and not taking us seriously at all. We dealt with them daily trying to work with them to come up with any sort of compromise to get a full or even partial refund and after 3 days (of our 4 day trip) they finally offered us another place at one of their other properties to stay for an additional $300 from what we already paid them. At this point we already paid for our original stay with them plus now a hotel for 3 days and we were leaving the next day so we did not take them up on this offer. We were looking forward to staying here very much and it was extremely upsetting it didn’t work out, that is tough enough but to then be treated the way we were by the management team, is was beyond unacceptable. Premise and other rooms might have been wonderful (ours were not) but management who owns it was a nightmare to deal with, would not recommend for that reason alone. I hope nobody else ever has to deal with what we did with them, nobody deserves to be treated that way.
Lauren K.
Stayed 4 nights in Aug 2019