Smell of Mould,
Inconceivable experience: we booked an apartment, we were first given a standard room. After intervening, we got an apartment in the next building. No reception there, no security whatsoever. Hotel wa... more
Inconceivable experience: we booked an apartment, we were first given a standard room. After intervening, we got an apartment in the next building. No reception there, no security whatsoever. Hotel was located in an area where we were observed by 30 refugees from Africa around us. No doorman is a no-go!
The smell of mould „welcomed“ us both downstairs and in the apartment. Back to the reception, we were given another room in the main building. Dirt, signs of wetness on the Parkett near the bath and again smell of mould led us to bring this Desaster to an end, we cancel, and we’re forced/blackmailed to pay 20€ cancellation despite the hotel not fulfilling its obligations.
129€ was a joke for this hotel, we changed to the praised „Milano & Spa“, a designer and friendliness dream deserving a straight 5 Star rating, for the SAME price. less
Paolo Sergio Cucini, Proprietario at Hotel Firenze, Sure Hotel Collection by Best Western, responded to this review
we are really sorry to read these words and surprised that you took your time to review us since you didn’t stay at our hotel.
Usually we are grateful for every kind of suggestions, but this review is claerly deceitful and made to hit an honest business.
The area in which the hotel is located is a calm and quiet one, especially now that the town is not loaded with tourism. As you could imagine corona virus emptied most of the towns all over Italy including Verona. We also are really uncomfortable with the statement you made about some refugees: this is not a slum area, and furthermore we are hit by this comment about the supposed nationality of these 30 persons. Verona and our Hotel welcome people from all over the world no matter their origins! We can sadly say that this town not only doesn’t have refugees, but it is utterly empty!
We would also like to underline that your reservation was for two person (details that we can gladly share with you by sending a copy of your reservation), but you checked-in in three. Nevertheless our employee gave you more than one option: several rooms were shown to you and your family. Rooms in the main building, rooms in the residence, and room facing both the street and the back yard. You had the possiblity to choose the solution that could better suited you.
We can understand that you were really tired and there could have been some misunderstanding, but one of our point of strenght is the cleaningness of the rooms.
This is a judgement made by a lot of review of our guests that repays our hard work on this matter, and with this problem of the virus the efforts of our cleaning department has been doubled.
Furthermore when somebody book the residence on our website it is made very clear that the reception is in the main building, but this doesn’t mean that the service in the residence is of an inferior quality.
We even made you pay only 20 euro of fees instead of the whole penalty for late cancellation, and this seems to us a very fair compromise since you cancelled last minute.