Such a shame that this is the only 5-star hotel in Siena. Maybe if there was more competition, this hotel would do a better job at treating their guests well.
My husband and I stayed at this hotel on our honeymoon. We rented a car and, as most people know, Siena is a very difficult place to navigate an automobile. We parked in the square across the street, and I ran inside to ask the concierge where we should pull the car to have it valeted. There was another customer standing at the desk just reading his bill, and I waited patiently as the concierge completely ignored me, not even looking up to smile or tell me he'd be right with me, as most concierges would in ANY hotel, five star or not. After a few minutes, I began to get worried, knowing my husband was idling in the car outside in what may or may not be a legal place to park, so I VERY KINDLY said "Excuse me, may I ask you a quick question?" and the concierge VERY rudely snapped at me and said "Excuse me, I am working with him, MY GUEST, I will answer your question when he is done. You wait your turn."
I was completely appalled. I stood there quietly, fuming, until he decided to come back to me and ask how he could help me. I very firmly said, "I am ALSO your guest, and I need to know where to pull my car for valet."
He apologized profusely for his error in judgement and explained that people always come in off of the street asking for directions and so that is why he responded that way, but it was too late to quell my anger. I have NEVER been treated like that in any sort of hotel in my life, especially not a five star hotel, where the service is typically impeccable. He did apologize for the rest of the trip whenever he saw us, and I appreciate his efforts, but it was a terrible way to start the trip. I never said anything, and tried to assure him not to worry (although I was very upset), as it is not in my nature to make people feel bad once they admit fault. However, I found that most of the people at the concierge desk were short, rude, and unfriendly.
Additionally, the rooms are terribly in need of updating, the bathrooms look like they belong in a Holiday Inn, and the hotel does not even provide complimentary water, as, again, most five-star hotels in Italy do. There is absolutely nothing special about this hotel.
Also, the hotel advertises that they have a fitness center, however, the fitness center is a ten minute walk from the hotel AND you have to pay for it! I am sorry, but I can say I have a gym in my apartment, but the truth of the matter is the gym is 5 blocks from my apartment, so that means I DON'T have a gym in my apartment. It's really not that difficult.
I would recommend that people find a better, more impressive, and more welcoming hotel during their stay in Siena.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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you comments had already been post last autumn and therefore this is a duplicate review.
As at that time, we have given our reply. The episode you report is certainly not anything near to the high level of service our establishment is known for. Please be assured that the matter has met our best attention.
Again, we do apologize for not having provided the most excellent service which we strive to achieve in our daily commitment to hospitality.
With kind regards,
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.