Hotel Napoleon

Our stay was good, the staff was amazing, the hotel is well located (even though the metro station in front of it is closed), and the room was clean. Parking was more complicated than we thought when we read that the hotel had a parking lot (they recommended to either park on the street or in a garage that charges 25 EUR for a one night stay). We really recommend to do everything by metro or walking, since many of the attractions are in a 30 minutes walk distance. Besides that, our reservation at Agoda was showing some sort of small breakfast and when we arrived at the hotel, the staff informed us that the breakfast was not included.

The hotel is next to a busy road that gets quiet after rush hour. My room was clean and comfortable on the quiet back side of the hotel You can reach the old part of Lucca walking via a partly quiet route through one of the gates in the old wall. The breakfast buffet was very good

I have relayed the following to the hotel and they have given me an apology and explained that the staff member in question was under stress and incapable of managing Lucca Festival guests due to technical issues. Quite rightly, they have acknowledged that this is no excuse for treating guests so badly and she has proved herself unfit for a role demanding stress management and professionalism. I should have received an apology before my departure so I will leave this review in the hope the hotel management will offer the staff member in question some training in management and customer service. I give two stars for the breakfast staff who were so friendly and welcoming it was really lovely going down in the mornings to smiling, happy faces. Unfortunately, I cannot give more due the unprofessional behaviour of an extremely rude woman who greeted me on arrival to the hotel on October 31st 23. Very little information was given on check-in and she was cold and unwelcoming but on entering my room I found it to be stiflingly hot so came down to reception to ask whether the air con could be fixed (it wasn't working) or whether the heating could be turned off. She gave me an insolent look and - to keep the review short - kept telling me it was my problem and there was nothing that could be done. Apparently other guests wanted the rooms like a sauna to dry their clothes after a wet day and there was no individual room control!? An unacceptable situation as the hotel now agrees, and I assume she's used to being rude to guests and frightening people away but of course I told her that wasn't good enough and I needed a resolution. She then rolled her eyes and huffed before proceeding to ridicule me to a pair of Italian guests in Italian, gesticulating at me with a sneer on her face. Her behaviour was petulant, childish, and downright disgusting; as a former travel professional I couldn't believe what I was seeing. I have never, in thousands of hotels, faced such utterly pathetic behaviour, and I strongly suggest the hotel reviews her employment in this role since she is clearly incapable of controlling herself under pressure. The other staff have been friendly, helpful, and polite so she gives the hotel a bad reputation for absolutely no benefit. Clearly, she is unfit for guest relations. This would have been a much better review without her. This is not to mention a young man who stared at me throughout like a constipated sausage dog. The rooms are pretty clean, an okay size, the shower was hot and the bed was turned down daily. I fixed the heat by opening the windows but the hotel is on a very busy, rather ugly road and there was quite a lot of noise. The location is outside the old town and the walk is close but not very nice with a very busy road, bad paths and a general sense you're walking in from no-man's land. As I say, breakfasts are good and the morning staff excellent. For the record, I like to give positive reviews but when there's someone this awful, it has to be said. The hotel should have given me an apology before my departure.