Avaliação verificada
2/10 - Insatisfatório
Shea
28 de out. de 2026
We booked the street-front "Servi A" apartment in Florence for 3 nights for its large windows. On arrival day, management messaged claiming an "electrical issue" required moving us to a "comparable" unit. This was a blatant bait-and-switch scheme to get higher rates for the premium room. Hotels.com is asking me to review Servi A, but I was forced into Servi B. When we arrived on schedule, no one met us. Following automated entry instructions, we walked into a filthy, uncleaned unit. The bed was unmade, and used towels were piled up on the bathroom and hallway floors. Worst of all, Servi B had no outside-facing windows. It had single inward-facing windows looking at a greenhouse roof on the second floor of a five-story building, leaving us in darkness with barely any light. When I called, the representative was rude, arrogant, and laughed at my justified complaints. He fabricated lies, but I noticed someone was staying in Servi A across the hall. I knocked on their door to borrow soap; the guest confirmed they were staying there, debunking the "electrical issue." Management simply double-booked and chose profit over integrity. We had no recourse or alternative lodging, so we had to stay in this dark, unhygienic unit. While a cleaner eventually came to swap towels and sheets, the damage was done. This dishonest company ruined our stay, put a massive damper on our entire Florence trip, and provided a horrible experience. I would never recommend this company to anyone.
