We stayed at Davanzati in 2005 and loved it, we had never stayed at a hotel before that felt so personal and welcoming, we fondly remembered the happy hour's delicious complimentary house wines and nibbles with the family owners.
We returned to Florence for the first time recently and booked to stay with the Davanzati.
A few days before we were due to arrive we emailed them to ask them to arrange dinner reservations and to book some museums and they replied immediately with concern that they could not find our booking.
It turned out they had a technical glitch, our room had been reallocated and they were now fully booked.
This would be reason for a negative review were it not for the way they handled this. They immediately emailed to say the mistake was theirs, not to worry in the least and that they would solve the issue. On arrival the owner Fabrizio apologised profusely and sincerely and explained what had happened. He then walked us around the corner to another hotel which he had booked for us to stay in and made sure we were checked in before leaving us there. It turned out that he had booked a hotel with a higher star rating, which had a view of the river and the bridges and it was obvious that it was not a freebie. Fabrizio also insisted we join them for the happy hour and had booked everything for us. While it was disappointing not to stay at Davanzati - it may not have had as high a star rating but it would be my preferred stay - this was a masterclass in putting a mistake right and genuinely caring about your customers.