Hotel Number Nine

Everything about this hotel was spectacular. The breakfast had a great assortment of options but my favorite part were the fresh baked croissants brought to the table each morning. Hotel staff was completely accommodating in everything we needed or asked for. They helped make dinner reservations and also booked us a golf cart tour of the city. It was rainy in the city and they had umbrellas for use at our disposal. They left chocolate Easter eggs in the room for my kids which was such a nice touch. The thing that really wowed me was upon departure we had a very early train and they had us very nice boxes breakfasts to go.

**note: the manager, Andrea, replied to my google review with additional snide comments and lies to cover up this situation. I will not reply to each of his silly remarks or waste any more of my time. Below is my original & honest review of my experience at this hotel.* I would never recommend this hotel. Do not trust this hotel. Manager & staff need **serious** help in customer service training. not a five star hotel in any capacity for management, service, style, or quality. It’s a 3 star at best, only due to location, proximity to the duomo, & breakfast. Would never stay here again. We left after one night & checked into the Helvetia & Bristol. Serious issue; I left an item accidentally at the reception desk during check in at night around 10pm. The staff did not help us bring in our bags from the taxi, which caused this error. The night staff didn’t even get up from the desk until after we brought everything inside. In the morning, I asked the manager, Andrea, to check the front of hotel security cameras to check who may have taken the item…& conveniently, he says “front security camera is not working” but somehow he seems to believe I never brought in the item. Conflicting information if you cannot confirm the security footage?? He says I can contact the Firenze police to view any camera footage. .. The hotel front cameras should always be working for security & safety reasons. there are surveillance cameras in all the guest room hallways so..Strange how they suddenly do not work when a guest forgets something at reception desk at the front of hotel. Additional complaints: - the safety lock box in room did not work appropriately, even after a hotel employee showed us how using the code: 1234. The only code that worked, after repeated tries was: 1234 — LOL, seems secure. We had to carry all our valuables around the city when we left the hotel. Annoying. - missing large bath body towels in room - we booked as titanium members of iprefer hotels & received zero benefits…not even a welcome drink or late check out (which was rudely denied for even asking), even though there were plenty of rooms available (we checked the next day). & yes, we booked through capital one (“third party”) but confirmed our member ID etc. with the hotel. — we’ve stayed at many five star resorts and they have always accommodated. True FIVE STAR service. The manager said to email the hotel about my missing/stolen item. I sent an email & never even received an acknowledgement of receipt. Grazie for nothing!

The hotel has a great location, helpful staff, good breakfast, and a complete gym. Unfortunately, our experience was marred by a serious issue. We rented a car and used a garage recommended by the hotel, which charged higher rates claiming it would ensure our car could legally access the restricted traffic zone (ZTL) where the hotel is located. We only used the car to leave and return from the highway, yet we received three fines at the same place and time on different days. When we asked the hotel to help us clarify this with the authorities, both the hotel and the garage refused to assist, placing all the blame on us. Very disappointing for a 5-star hotel that should provide full support to guests—especially for services it recommends. Be careful if you plan to rent a car here.