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“Terrible experience” 1 of 5 stars
Review of Hotel Locanda de' Pazzi

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Hotel Locanda de' Pazzi
2.0 of 5 Inn   |   Borgo Pinti 5, 50121 Florence, Italy   |  
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Hotel amenities
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€140 (EUR)
Ranked #304 of 522 Florence B&B and Inns
1 review
“Terrible experience”
1 of 5 stars Reviewed July 30, 2013 via mobile

If you are ready to be lied to and have your privacy invaded, this is the place for you.

We booked a 3 night stay at the locanda at the end of July 2013. We were told when booking the room would have air conditioning. When we first arrived at the hotel, the place was air conditioned. However, we soon discovered on our first night of sleep, the central air had been turned off. We woke up in the middle of the night, covered in sweat, as temperatures were in the upper 80's at night and exceeded 100 during the day. The next morning we asked the woman owner about the air, and if she could kindly fix it for the following night. She was quick to reply that the air conditioning is on a timer and turned off at night because only Americans and Chinese (both my husband and mines nationalities) like to sleep with air conditioning, and everyone else likes to sleep in the heat, so she could not accomodate our needs. We spent the next two nights miserable from the heat. We were forced to open the windows to get some relief. However, since there were huge holes in the screen, we are now leaving Florence covered in mosquito bites.

Another issue we encountered was that the owner was going through our things. I placed my make up bag in the bathroom, and upon returning to my room i found it in my suitcase. Thinking i may be crazy, I put the make up bag back in the bathroom and made a point of remembering leaving it there. Once again, when returning to my room, it was placed back in my suitcase. Other things were moved, including our phone chargers, clothes in our bags, and my hair straightener. For those of you thinking that she was simply trying to tidy up, don't be mistaken, because the bed was still left unmade and the towels were not replaced. She didn't just come in our room in the morning, but every single time we left our room, if even gone for only 30 minutes. She made us feel very uneasy, and we felt that she was invading our personal space by snooping through our things.

I feel the need to mention that I have never written a review, but not only did I feel the need to write one, but to write one while we are still in the middle of our European vacation. In general, both my husband and I are very easy going and not big on complaining. I just thought it was necessary to give everyone a fair warning that is considering staying here.

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This review is the subjective opinion of an individual traveler and not of TripAdvisor LLC nor of its partners.
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107 reviews from our community

Traveler rating
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    51
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    4
    6
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Rating summary
  • Location
    5 of 5 stars
  • Sleep Quality
    4 of 5 stars
  • Rooms
    3.5 of 5 stars
  • Service
    4 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (3)
Date | Rating
  • Danish first
  • English first
  • French first
  • Italian first
  • Russian first
  • Spanish first
  • Any
English first
Reviewer
4 reviews 4 reviews
3 hotel reviews
Reviews in 3 cities Reviews in 3 cities
1 helpful vote 1 helpful vote
3 of 5 stars Reviewed June 12, 2013

The location is great. However, you get what you pay for. The price of this hotel is priced low and therefore the quality of the facilities is comparable. Breakfast was tasty especially the hot chocolate and cappuccino. The shower being in the middle of the bathroom takes some getting used to.

  • Stayed June 2013, traveled with friends
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Milano
2 reviews
Reviews in 2 cities Reviews in 2 cities
1 helpful vote 1 helpful vote
5 of 5 stars Reviewed June 8, 2013

The Locanda de' Pazzi is a nice little place, in excellent position, and very quiet.
You must remember that it's a two stars, and you have to climb two flights of stairs to reach it, but I felt really good with everything, the people, the atmosphere.
I suggest to taste with concentration the lovely coffee/cappuccino in the breakfast.
Near the Locanda, do not miss the hidden church of Santa Maria Maddalena de' Pazzi: a great surprise. There are some reviews here on Tripadvisor.

  • Stayed June 2013, traveled solo
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Boston, Massachusetts
Senior Contributor
22 reviews 22 reviews
8 hotel reviews
Reviews in 10 cities Reviews in 10 cities
25 helpful votes 25 helpful votes
1 of 5 stars Reviewed February 6, 2013

This place was terrible. Some places you stay you don’t realize the extent to how bad staff can be until there are problems to be dealt with. Unfortunately for us, this was the case with the owners of Hotel Locanda de’Pazzi, who had a repulsive response to an issue that arose with our booking that made our entire stay in Florence terrible.

My partner and I travel a lot, and are easy going travelers. On this occasion, we booked a room for two nights at Hotel Locanda de’Pazzi through Venere.com. While we were booking the site encountered an error and we needed to refresh the page to finish booking the room.

When we arrived at the hotel, to our surprise the booking had gone through twice. One of the hotel owners informed us that because we had booked two rooms, we would need to pay for that night for both rooms, even though we had no awareness of the second booking (there had been no confirmation email as is usual) and that it had been caused by an error on their sales platform.

When we requested that she sort it out with Venere she denied any link to the Venere site and said it was our problem that we needed to sort out with Venere ourselves. However, she agreed to speak with Venere the following day and see whether they would bear the cost of the erroneous additional night.

The next day, I approached the second owner who was on duty (Tommi) to explain the situation and request that he call Venere to please help us to sort the issue out. He said that it was our problem we needed to sort out with Venere, and that as far as he was concerned this was a ‘no show’ for which he had the right to charge our card.

I explained that the situation was not a ‘no show’ because we had showed up and that it was physically impossible for us to appear twice, but that I would contact Venere directly in order to get the issue sorted.

So I called Venere – it took a whole hour of my one day in Florence - and in general the staff from Venere were helpful and understanding. However they explained that because they were just a booking platform and that the hotel reserved the right to charge our card, it was quite out of their control and they couldn’t directly pay for the erroneous room as it wasn’t in their mandate. They said truthfully that technical issues happen, and when they do normally the hotel involved understands and just doesn’t charge the card. They offered to call the hotel directly to sort it out, so I stood by while they phoned the owner.

Basically the owner took this opportunity not to request that Venere bear any of the cost, but just to shout that it was a ‘no show’ and that it was our problem to deal with. So not only did he not help to contact Venere for us, but after we had wasted our time and Venere had called him, he didn’t even bother to request that they pay for the booking, like he had indicated he would.

After all this I appealed to him to please just not charge our card because we had showed up and had never intended to book the second room. He just shook his head repeatedly yelling “It’s a no-show!”. I was shocked and explained that it was in no way our fault, and that although we understood that it was an error with the booking site, it was still a site that was working on their behalf, and it was simple for him to just not charge the card. His claim was that he set aside the room for us, so someone had to pay for his loss. However, we knew for a fact that the hotel was far from full so in actuality he wasn't losing anything. Regardless, it just seemed to be a sensible customer service move to NOT charge us for it.

I told him this, and he basically got into a fervor of aggressively arguing over technicalities that I wish we could have NOT spent our time doing on our only morning in Florence. He then told us to leave him alone as he had a job to do – and that we should go to the police if we still had a problem!!

Errr....we weren’t really looking for an escalation of ridiculousness, but this guy was seriously the most unreasonable and hostile hotel owner I’ve ever come across, and I wish we’d never had to deal with him. He then proceeded to skulk around and give us dirty looks for the remainder of our stay.

There were a whole host of other issues related to customer service and the hotel’s concern for squeezing every penny to the point of discomfort and absurd behavior, but how this particular issue was managed by the owner made this unequivocally the WORST hotel experience I’ve ever had.

There are many options for places to stay in Florence so if you can, avoid making the mistake that we made of staying at Hotel Locanda de’Pazzi.

  • Stayed January 2013, traveled with family
    • 1 of 5 stars Value
    • 4 of 5 stars Location
    • 1 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 16
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Napier, Hawke's Bay, New Zealand
Senior Reviewer
6 reviews 6 reviews
Reviews in 3 cities Reviews in 3 cities
7 helpful votes 7 helpful votes
1 of 5 stars Reviewed February 1, 2013

We spent 6weeks traveling Europe and this place was the pits!
Lousy attitude from front of house staff when they were around (English came and went depending on the tone of the conversation). We were kept awake at night by the bell ringing and 1 of our family actually got out of bed and let guests in, then gave them his own bath towel as their room had none - all this even though they were expected guests.
Our room was not serviced and when asked why not we were told by man (no gent!) that he thought we were in the room all day - we had spoken to him as we went out that morning, and surely one could knock on the door!
Overall a really miserable experience and we wished we'd spent some of our precious holiday time finding alternative accommodation. Now that we are home our bank card statement shows extra charges from this place which we did not approve! If you must stay here pay in cash!

Room Tip: Stay somewhere else.
See more room tips
  • Stayed January 2013, traveled with family
    • 5 of 5 stars Location
    • 1 of 5 stars Sleep Quality
    • 3 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 7
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
pazzifirenze, Proprietario at Hotel Locanda de' Pazzi, responded to this review, November 12, 2014
Google Translation
per nostra fortuna sono ormai pochi i turisti che usano TRIPADVISOR per scrivere bugie anzichè recensioni utili agli altri viaggiatori. Gentili signori è ovvio che avete scritto tutto questo per vendetta, se avete commesso l'errore di prenotare on-line una camera in più e avete dovuto pagarla comunque non è giusto che scriviate tutte queste menzogne, non è onesto. Ad ogni modo siamo dispiaciuti se non vi siete trovati bene nel nostro albergo, d'altra parte neanche noi ci siamo trovati bene ad avervi come ospiti.
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Italy
Senior Reviewer
9 reviews 9 reviews
4 hotel reviews
Reviews in 9 cities Reviews in 9 cities
4 helpful votes 4 helpful votes
3 of 5 stars Reviewed January 13, 2013

PLUS - Downtown and clean
MINUS - 2 storeys no Lift to access - unconfortable bed (mine was broken)
In general: helpful owner - keep luggage in storage for the day and help finding good restaurant
Before going to sleep make sure you are not too hot (winter time) and reduce the heater or you will spend a sleepless night.
If you cannot carry your luggage for 2 storeys you should not go to this hotel

  • Stayed January 2013, traveled as a couple
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 3 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Florence
Reviewer
4 reviews 4 reviews
2 helpful votes 2 helpful votes
3 of 5 stars Reviewed January 10, 2013

I've been travelling around Europe with my friends and this was the noisiest place we've stayed. The door buzzer went off all night and we could hear it clearly from inside our room as the bell was right outside our door and loud! Breakfast was cereal and breads. Great location but poor service.

  • Stayed November 2012, traveled with friends
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 1 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
pazzifirenze, Proprietario at Hotel Locanda de' Pazzi, responded to this review, November 12, 2014
Google Translation
è curioso...........la maggior parte delle recensioni dei clienti che hanno soggiornato nel nostro hotel parlano di un luogo tranquillo e silenzioso, di pulizia e apprezzano il nostro modo di ospitare...chissà perchè per voi è stato diverso...ma siete sicuri di non aver sbagliato hotel? comunque terremo conto delle critiche per cercare di migliorare e speriamo di avere un'altra occasione di potervi ospitare.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Hotel Locanda de' Pazzi

Address: Borgo Pinti 5, 50121 Florence, Italy
Phone Number:
Location: Italy > Tuscany > Province of Florence > Florence
Amenities:
Free Breakfast Pets Allowed ( Dog / Pet Friendly )
Hotel Style:
Ranked #304 of 522 B&Bs / Inns in Florence
Price Range (Based on Average Rates): $
Hotel Class:2 star — Hotel Locanda de' Pazzi 2*
Number of rooms: 14
Reservation Options:
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