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.

Breakfast coffee in a flask/urn in a 5* hotel in Italy??? every 2 star hotel can do better

Had a big black bug in my son's bed and after calling front office they are so arrogant they dont even apologize or offer any compensation

the floor was so dirty by son who is crawling had black legs and cloth

Bathroom is a disgrace, tub is dirty and my wife needed to clean before giving a bath to the son

shower is back full of fungus, towels and sheets are not changed daily

shower is leaking all over the floor because the silicon is dried up and everywhere open gaps


the internet is a joke every day I have to get a voucher from the reception that is printed on recycled paper with other guest information on it (thats how they keep your data and privacy) and for every device you need to get a voucher.. iPhone, IPad, laptop and so on.. after you log in and you close your device or laptop you need to log in again so I ended up to log in like 100's of times... OMG so stone age the speed
Staff is all very arrogant,
BUT the breakfast croissants are the best ever

Looking at the pictures of the hotel, I was so looking forward to our stay. We arrived a couple of hours before check in, I asked at reception if our room was ready, he said it was. But would not let us in unless we paid extra. All the staff were unhelpful, breakfast wasn't good, the staff there were incredibly rude, it was laughable . The hotel garden was nothing like the photos, I really don't understand why it has 5 stars. The only posative thing . The room was quite nice, and good toiletries, that's about it.

This hotel is the best situated in Livorno. You have a beautiful sight over the sea. The staff is friendly and serviceminded. The cleaning and changing of towels is perfect.
I stayed in one of the topfloor rooms with a private terrace and it was wonderful with a perfect wiew over the sea.
I can recommend the top floor restaurant. I had dinner there twice and both the service and the food was excellent.
I will certainly come back to this hotel.