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“Not as advertised 2* at most” 1 of 5 stars
Review of Hotel Relais dell'Orologio

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Hotel Relais dell'Orologio
5.0 of 5 Hotel   |   Via della Faggiola, 12-14, 56126 Pisa, Italy   |  
Hotel amenities
Ranked #15 of 80 Hotels in Pisa
wales g.b
Contributor
19 reviews 19 reviews
12 hotel reviews
Reviews in 11 cities Reviews in 11 cities
41 helpful votes 41 helpful votes
“Not as advertised 2* at most”
1 of 5 stars Reviewed March 13, 2014

Stayed for 3 nights in March. Changed rooms booked Delux for extra room. Bed in area approx. 8ft by 10ft. No view. Nowhere to put things but 3 chairs in room! Lighting awful, no makeup mirror. Bedside cabinet size of dinner plate. No Wi Fi, no English TV despite asking, checked every channel. No bar on arrival, bar mans day off. No breakfast on first morning they forgot to book us in, dirty tablecloths, disorganised array in kitchen. Microwave in full flow for only diner in restaurant at night. bar waiter, manager come chef, cleaner breakfast maker etc ridiculous in an advertised 5* hotel. Cocktails special for us given the problems funny, on line show 8 euros each, five euros in centre of town with free snack. Really bad hotel.
Conservatory out the back aluminium dirty windows, horrid. Courtyard closed but dirty ashtray full of cigarettes on table. No lights on first night. Stink of sewer throughout.
Very sad this hotel was once lovely the staff are fighting a losing battle. Compensation given in that my extras were waived...not good enough. I wouldn't have stayed if it had been properly represented.

Room Tip: don't bother
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  • Stayed March 2014, traveled with family
    • 1 of 5 stars Value
    • 3 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 1 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 1 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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448 reviews from our community

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Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    4 of 5 stars
  • Rooms
    3.5 of 5 stars
  • Service
    4 of 5 stars
  • Value
    3.5 of 5 stars
  • Cleanliness
    4 of 5 stars
Traveler tips help you choose the right room.   Room tips (59)
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Cwmbran, United Kingdom
Senior Reviewer
9 reviews 9 reviews
6 hotel reviews
Reviews in 6 cities Reviews in 6 cities
3 helpful votes 3 helpful votes
1 of 5 stars Reviewed March 12, 2014

Day 1 :

Arrived at hotel, informed the lady at reception that i would be staying here with my my mum and having breakfast for the 3 nights mum was here.
Went up to our room, only to walk in to be shocked at how small and old it was. Not nice old, horrid mats which you slip on, no lighting, small bed, no wifi. No space.
Went down to reception for our first complaint and where changed rooms to a bigger room with a bath.

Bed was comfy. Bathroom spotless. Decor in bedroom is bad. No English Tv, once again no Wifi.

Day 2 :

After a good sleep we headed down for breakfast at 9.30, i asked the lady at reception the night before what time breakfast was and i was informed 7.30-10.30.
As we walked in the chef/barman/waiter looked shocked to see us there. We asked if there was a problem and then we noticed he had already started clearing up breakfast because we where not put on the list (even though we informed the hotel before we came and when we got there) breakfast was appalling. Stale cereals, old meat, warm milk, fake eggs, stale fruit dirty cutlery and warm yoghurts. We where not happy.
After complaining about breakfast we where told we could have breakfast in our room as an apology, the same night after we'd been out all day we decided a nice cocktail at there so called "cocktail bar" was in order.
What a surprise, the bar and restaurant where shut because it was Sunday and the chef/bar man/ waiter was not in work, we asked the man on reception if we could have a cocktail and he switched the lights on and invented our cocktails because he had no idea how to make them and still charged us if i remember 16 pounds which was disgusting. We had many apologies from the real bar man.

Day 3 : breakfast was delivered to our rooms at 8am. It looked delicious, we ate some of it only to find 30 minutes after we where ill for 2 hours. So had to cancel our plans for the day.
Still no Wifi after complaining, Still no English channels.
After returning back from a day around beautiful pisa i decided enough is enough.
I informed them that me and my mum where extremely annoyed at the standards for a five star hotel. I told them that the English channels they had given us to watch where non existent, that i have had no wifi, the breakfast was appalling and we had been ill all day.
After waiting at the desk for 40 minutes for them to sort the internet out it miraculously came on to which by that point i had realised they were not going to do anything about the other problems and i was tired of complaining.


Obviously we didn't eat at the restaurant after watching one couple there eating. Listening to the microwave pings then there meal would come out.

After recently moving to pisa i wanted my mums 3 day stay to be really special as i wouldn't see her again for another 5-6 months.

I am extremely annoyed and disappointed.

How this hotel is 5 star god only knows. Its 3 star MAX.

We have yet to go down to reception and check out. I'm sure it will be just as stressful as our whole stay and judging by the other bad reviews they wont do anything about the problems.

Do not stay here.

Stayed March 2014
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Oakham, United Kingdom
Senior Contributor
28 reviews 28 reviews
16 hotel reviews
Reviews in 14 cities Reviews in 14 cities
27 helpful votes 27 helpful votes
4 of 5 stars Reviewed March 4, 2014

Just stayed one night. The room was very small and very cold, although the bathroom was adequate and very warm. Left the bathroom door open to warm up the room.
The problem for me was expectation as the hotel is marketed as 5 star and it really is not. They provide slippers, towels and turndown service but the television is tiny, the wardrobe door opened onto the bed and wi fi is very slow, when it works. More faded elegance but very clean and the bed was super comfortable.
Having said that the hotel is in a really good location, within easy walking distance of the Cathedral and the Tower and also the town centre. It is also excellent value for money.
I found the staff really helpful and friendly especially as I do not speak Italian.
Breakfast was also fine with enough choice to satisfy most people.
I think this hotel is great for a couple of nights. Go with the expectation of a 3 star hotel and you will not be disappointed.

Room Tip: Ask for one of the larger rooms.
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  • Stayed February 2014, traveled with friends
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 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.
Tucson, Arizona
Senior Contributor
39 reviews 39 reviews
9 hotel reviews
Reviews in 18 cities Reviews in 18 cities
21 helpful votes 21 helpful votes
4 of 5 stars Reviewed February 17, 2014

We originally booked at the Relais di Fiori but got "upgraded" here when we checked in. Im assuming because it was the off season they upgraded us to cut down on cost for the hotel. The room was large enough for European standards and the shower had a large amount of room. Enjoyed the complimentary breakfast. The hotel had sparkling wine at breakfast and also offered a bar in the afternoon and evening unfortunately we were on our babymoon so I didnt get to enjoy that aspect. The courtyard was very cute. The staff was very friendly and helpful with directions and restaurant recommendations. We had originally planned to stay just one night but extended to two to explore the town of Lucca. Short walk to the tower. Would stay there again.

  • Stayed February 2014, traveled as a couple
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 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.
Bristol, United Kingdom
Reviewer
4 reviews 4 reviews
Reviews in 2 cities Reviews in 2 cities
3 helpful votes 3 helpful votes
4 of 5 stars Reviewed February 17, 2014

Stayed here as a treat for the wife's valentine's present, very well presented hotel located in the heart of the walled city and within a couple of minutes walk from the Leaning Tower.
Staff where very friendly, accommodating and informative. Although this is a 5* hotel don't be fooled into thinking you will have vast receptions, gold fixtures and massive rooms, this is a 5* hotel because of what it is and where it is, a hotel built within a period property that is well over 300 years old.
The rooms are small but well maintained, cleaned daily and bed turned down each night with the shutters drawn with a little chocolate too!
Reception and bar/waiting staff very friendly and polite, a big thank you to Lucca and Fabio as well as the rest of the staff.
Breakfast is a continental buffet with a selection of cold meats, fresh juices and a various teas and coffees.
We ate at the Hallet's restaurant for Valentine's and despite a catering problem the resulting meal was one to be remembered for a long time, served with pride and a taste to match. I would recommend that you try this place out.
All in all a very quaint and interesting place to stay close to all the local attractions.

Room Tip: Our room was a the front of the hotel and never had any noise bother, view was of the quaint narrow...
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  • Stayed February 2014, traveled as a couple
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
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Deal, United Kingdom
Reviewer
4 reviews 4 reviews
Reviews in 4 cities Reviews in 4 cities
1 helpful vote 1 helpful vote
3 of 5 stars Reviewed February 10, 2014

I came to Pisa with my partner for our anniversary and chose this hotel because of its traditional feel. The hotel was beautiful and the staff very accommodating. However, on the first night we found the air con didn't work and considering the weather was still pretty warm for October this should have been a priority. We notified the staff straight away and was told they would reset the system, we assumed this would have been done and a few hours later notified them again. Nothing seemed to get sorted so naively we opened our windows to get some fresh air, this didn't really help and in the morning both discovered we were covered from head to toe in mosquito bites. This made our romantic weekend away very uncomfortable. The same happened again on the second night and by this time we were bitten beyond belief and the room was just as hot and stuffy. We had no sleep at all and went home feeling very upset and frustrated with our stay. We were later told when we asked to be moved rooms that it was in fact the whole hotels aircon that wasn't working. I can see from other reviews later on in the year this still wasn't fixed. When I complained on check out I was told we could come back and stay for one night for free..... we do not travel that often and this didn't seem very fair compensation to be going home tired and bitten alive by mosquitoes. After several conversations we were told we could have one night refunded back. Now the most annoying part of all this even after around 15 emails we STILL have not been refunded, being past around to several different companies to get our refund. This customer service is beyond a joke with no apology and no refund! this is 4 months on!!!! Such a shame that our stay has turned into such a bad experience. I don't like to write reviews like this but I feel I no longer have a choice and this ay help me to get my refund

  • Stayed October 2013, traveled as a couple
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 1 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 3 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.
Senior Contributor
28 reviews 28 reviews
12 hotel reviews
Reviews in 14 cities Reviews in 14 cities
10 helpful votes 10 helpful votes
4 of 5 stars Reviewed November 26, 2013

This hotel is very nice, not really five stars as advertised but three and a halve perhaps four but no more. The breakfast is mediocre but the rooms are all made in the classic way. Enough space and well maintained. The airconditioning was not working even when it was 23 degrees early november. The rooms at the front side of the hotel need to be avoided. Lots of noise from people passing by and especially youngsters with drinks. The hotel is located near the University and that was very noticible.

The location is great, within two minutes you are at the foot of the Tower of Pisa. In the proximity there are many good restaurants and the shopping area is also walkable.

Parking is a serious problem. You better not be there with a large size family car, but I guess thats all the same in these older cities. The hotel charges 15 euro per night for a parking permit and you have to violate the traffic rules before getting there...this was very uncomfortable for me driving, entering an area with restricted access before you can get to the hotel. The service atitude could be better, but is like many European hotels...different standards from the US. It was alright, but since I expected a five star hotel...I guess I am just spoiled with the attitude in US based five star hotels

I would not mind coming back, but would take a room on the backside next time.

Room Tip: nice hotel, but keep in mind that parking is a problem. The rooms at the frontside of the hotel are...
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  • Stayed November 2013, traveled on business
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Orologio_Pisa, Direttore at Hotel Relais dell'Orologio, responded to this review, November 29, 2013
Dear Guest,
thank you for your review. As a matter of fact old cities have narrow streets and we cannot do anything about it more than appreciate the positive side of it.
As far as our gem of hotel is concerned we are one of the oldest building in the city and we are proud of breathing a genuine atmosphere of the past.
The breakfast has been improved and we are changing the menu from day to day serving everything from salmon, lump roe, mozzarella, Parma ham etc. If you do not find your preferred breakfast on the buffet you just ask and we provide !
Pisa is in fact an University city with lots of students but normally they do not pass in Via della Faggiola and our surrondings are actually very quite and calm - it must have been a coincidence.
We look forward to welcoming you again and please be sure that we will reserve a room towards our garden.
Kindest regards
Pia Hellqvist
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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 Relais dell'Orologio

Address: Via della Faggiola, 12-14, 56126 Pisa, Italy
Location: Italy > Tuscany > Province of Pisa > Pisa
Amenities:
Bar / Lounge Business Center with Internet Access Free High Speed Internet ( WiFi ) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Shuttle Bus service Wheelchair access
Hotel Style:
#2 Business Hotel in Pisa
#4 Romantic Hotel in Pisa
#7 Luxury Hotel in Pisa
Price Range (Based on Average Rates): $$
Hotel Class:5 star — Hotel Relais dell'Orologio 5*
Number of rooms: 25
Official Description (provided by the hotel):
Located really close to the leaning Tower of Pisa, the age-old Relais dell’Orologio is the ideal place to visit the City, its monuments, the University, its museums, its squares, its markets, its shops, its artisan workshops by foot and to move about its province towards Lucca and Versilia. For a romantic getaway, for a honeymoon, to experience art, culture and the humanity of the place, in other words to appreciate Tuscany. ... more   less 
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Also Known As:
Hotel Relais Dell Orologio
Relais Dell Orologio Hotel

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