We stayed three nights at NH Grand Hotel Palazzo. When we arrived we were given two double rooms for five of us (2 adults and three children). We asked whether there was an extra bed so the children didn't have to sleep in ONE double bed. The receptionist, a surly gentlemen with zero customer service expertise, categorically said the hotel does not offer a separate bed for this level of room but we could pay more if we wanted. I questioned that our travel agent had agreed at the time of booking that we would have an extra bed or we would not have booked it. This was met with a certain amount of arrogance from the reception staff who said there is NOTHING they can do and offered no solution. Our travel agent then spoke to NH Head office who admitted that we were correct and that one of our rooms should be upgraded to accommodate our children with an extra bed. We were pleased that NH hotels agreed to resolve this problem quickly. However, nobody called us or apologised for the inconvenience. We had to ask reception if they had spoken to their head office in order to get the upgraded room.
I have stayed in hotels all over the world but I have to say the service throughout the hotel is appalling, nobody smiles or asks how your stay was or even helped us with our luggage into our car at departure. One night we asked if they could recommend a good local restaurants or provide a map of Pisa - the response was met with blank faces and simply answered 'No'. These staff NEED TRAINING. It's such a shame as the hotel could be fantastic. On the plus side it's in a great location, the rooms were clean and luxurious and represent 5 star quality. The magnificent building and swimming pool area on the 5th floor are impressive. I am sure the award-winning restaurant was good too but not really suitable for a family of five as the prices are high. The breakfast was excellent, a superb buffet with large variety of fruits, cereals and breads and excellent scrambled egg and bacon.
In conclusion we had a good and pleasant stay here but were very disappointed with the service. I hope the hotel management look at this area of their business and improve the customer service experience so that this hotel can deliver the 5 star service we were expecting.
- Also Known As:
- Grand Hotel Livorno
- Official Description (provided by the hotel):
- The Grand Hotel Palazzo can be considered one of the finest hotels in Italy, also thanks to the amazing position overlooking the sea. A dinner on the top floor restaurant while watching ships rolling away or a night in one of its glamorous junior suites represent a five senses experience that push away the ordinary life stress... ... more less
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