I phoned from Florence to book and the person on the line was very personable. I chose the hotel as it was near the Porta Nuova train station and places we wanted to visit. Upon our arrival Gisella was very helpful. She told us to bring our car around to their private parking spot - not always available but when it is, it is free of charge. She helped us get oriented and on our way. Breakfast was standard, but coffees were made to order. One day our kids slept late and Paolo gave us a tray to bring up breakfast for them. This is a family run business and it shows. The care and attention we received was just great. They even lent us umbrellas when it was raining so we could go out to dinner. I highly recommend this lovely hotel!