The hotel told us they had free parking but neglected to tell us that is was several blocks away and that there was an incredibly steep incline to get to their hotel. When we arrived in our room, the water stopped working so we couldn't take a shower or wash up. We were also promised free Wi-Fi in our rooms but it turned out that there was only Wi-Fi available in the lobby. Our air conditioner turned on but never cooled the room. Our "flexible" reservation cost extra but turned out to be inflexible. When we checked out after one day (due to all of the problems), we were told that we'd still be billed for an extra day in spite of paying extra for a cancellable reservation. The hotel appeared to have been last remodeled in 1950. Finally, when we checked in, we were told that the "included" complete breakfast was actually just croissants and coffee. If we really wanted the "complete" breakfast, it would cost $8 Euros additional. I was very disappointed with the Hotel San Michele.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
June 13, 2012
Dear Mr. Jeremy W.,
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we are extremely sorry for what are writing on Tripadvisor as far as Hotel San Michele in Cortona is concerned.
We are now going to answer, trying to explain all your complaints, as we never promise what is not possible, considering above all the fact that the hotel is located in a building dating back from the fifteenth century.
First all, Cortona is an Etruscan town on hill, so it is normal to have a steep incline to get to the hotel. It as always possible to arrive in front of the hotel to unload the luggage, and after that you can decide to take the car outside the walls (for fee parking), or put in one of our three Garage. We remind you that we don't have all our garages directly by the hotel, due to the natural structure of the town.
Second, the wi-fi is accessible only on the lobby, near the reception area, due to the width of the walls of the ancient building, which don't left the signal arrive at all the rooms. The wi-fi area is a living room that, agreeing with the monumentality of the palace, has the same style of the rest of the building.
Third, all the rooms have air conditioning: however, if we had been informed about the problem you had in your room, we could have tried to solve it, otherwise we could have changed the rooms. The same for the problems concerning the water in the bathroom.
Fourth, it is always necessary to check the confirmation on the booking, as the special offer or any other kind of offers by our hotel are not refundable, even in case of early departure, as you can read on our website.
Fifth, we are very sorry that ancient objects or authentic Persian carpets are mistake for simple old things or carpets.
Lastly, all the rooms, with the exception of Superior ones or Suites, have the continental breakfast included in the price: different types of bread, butter, marmalades, cereals, honey, yoghurt and croissants, juices, different hot drinks.
On the other hand, the English breakfast has eggs, bacon, cold cuts, cheese, fruit and differnt cakes more.
To conclude, we are sorry for what you wrote, and we hope to have explained all the topics.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.