My stay at W Florence was deeply disappointing, especially given the prices and the standards expected of a luxury hotel.
I had booked and paid in advance for a room with a terrace, only to be told at check-in that it was unavailable. I was offered the penthouse for an additional €1,000 per night, which I accepted.
While the penthouse was beautiful, the phone did not work, the air conditioning was not functioning, and there was a strong sewage smell coming from the bathroom. These are unacceptable issues at this price point. With no working phone, I had to walk to the lobby just to ask questions or request assistance. The staff seemed young, inexperienced, and generally unhelpful.
When I needed to extend my stay by one night, the hotel could not find a room, so I booked the hotel directly across the street. Traveling with a four-month-old baby and plenty of luggage, I asked the front desk for help moving our bags across the street. They refused, saying they were too busy.
What disappointed me most was the feeling that, the moment I checked out, the hotel’s courtesy and hospitality ended.
A beautiful property is not enough to justify luxury prices. Service, attention to detail, and care for guests matter just as much. Unfortunately, W Florence fell well short of expectations.