I was greeted at the front desk by a young lady who was cheerful, professional and extremely helpful. This hotel is a lovely place to stay and convenient to most key sites in Firenze. Its location close to the Ponte Vecchio also means its easy to find. As a member of the small luxury hotels club I was entitled to room up grade and a special welcoming gift. I received neither so that was disappointing. The concierge staff are a mix of friendly and helpful to one person who was businesslike in appearance but couldn't really care a darn about you. I left the hotel with mixed feelings!