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“BEWARE!!! Read carefully - Dun stay unless you want to be robbed by the hotel”
Review of Universo

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Universo
Ranked #236 of 420 Hotels in Florence
1 review
common_n_hotel_reviews_1bd8 8 helpful votes
“BEWARE!!! Read carefully - Dun stay unless you want to be robbed by the hotel”
Reviewed October 1, 2012

Myself, my sister and 2 friends just checked out from this hotel 3 hours ago. We booked a quad room for 3 nights. On our 2nd day, i woke up at 6am to take a shower. Halfway through i realised that the water had difficulties flowing into the drain and when i finished and open the door i found that the water had flowed out to the bathroom and when i opened the bathroom door i saw that the water also flowed out to the bedroom floor which is made of wood. I called the reception to report and told them to send someone to the room to wipe the floor. Five minutes later, someone came to see the room. Then he went off to get 4 towels for us to put on the floor first and said he would send a porter later. An hour later we went out and my 2 friends came back in the afternoon and was told by the reception that we need to bear some responsibilities for the damages of the wooden floor in the room. My friends then told us and we went to speak to the receptionist. The one who spoke to my friends had gone back and we asked her if she knows anything about what the earlier receptionist told my friends. She said she did hear from the first receptionist. I then asked her about what the first receptionist said that we might need to bear some responsibilities for the damages. She said yes we will be charged 100 euros for the damages .


I was angry and i demand to speak to a manager but she said it's a weekend and the manager wasn' around. She told us to write to the director . I asked her to call the manager but she said she didn't know the number. I said it is unfair to simply charge the guest when it wasn't our fault and we didn't do anything at all. She said she's busy and she didn't know anything. She said all we can do is write in to the director and if we dun go back to our room immediately she would call the police. The fat lady at the receptionist was extremely rude.

I wrote to the director immediately but there was no reply. On the 3rd day, i asked another receptionist if the manager will be in. He gave us a name, Tony Lombardi and said the manager will only be in on Monday morning.

Last night we saw the fat receptionist and we asked her if there is any reply from the director and she told us that tomorrow morning someone will be here to handle our issue. This morning when we wanted to check out no one was there. We asked her and she said the manager wasn't in and she showed us the bill. She said they had checked properly and the damages if more than that. We were charged 250 euros instead of 100. We were really mad. How can we pay for something when we didn't do anything wrong or purposely causing the damages? The hotel sure admit that they have a bad drainage system and when we requested.for someone to mop the floor no one came. The fat receptionist told us we have to pay that amount or she would call the police. Are we criminals? We were accused and forced to pay. No one bothered to speak to us. There is no manager in charge to handle the matter professionally, only a rude receptionist. We were not given any choice, we were accused and forced to pay any amount stated on the bill. This is even worse than the Italian mafia. We were not treated like guests instead were were treated like criminals.

For those who wrote good reviews i'm sure nothing happened during their stay but if something happens maybe the shower head broke or the hair dryer stops working, i'm sure you will be treated like us.

I'm a frequent traveller and i have stayed in many many hotels all over the world. I've never encountered this problem with any hotels anywhere . Not one hotel can just simply accused their guest because of their own fault and forced their guest to bear the cost.

  • Stayed September 2012
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
8 Thank Ade1111
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
WhyTheBestHotels, Responsabile reception at Universo, responded to this review, October 17, 2012
Dear Mrs. Angela Ai Lin Tan,
from many years we manage hotels and we are sorry for what is happened.
We want to draw your attention on the following:
- the room and its equipment (including the bathroom and the shower) were in perfect conditions when you checked-in.
- the receptionist quoted you an approximate amount of Euro 100,00 waiting for a better evaluation. Further, with a more specific verification, the technical quoted the damage Euro 250,00 and this is the amount that you did pay;
Sorry again for any trouble we did cause to you and your friends, but really the damage you made did not depend from our own fault.
Best regards
Hotel Universo
Tony Lombardi on behalf of Claudio Delli, Managing Director
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Maitland South Australia
Level Contributor
17 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 24 helpful votes
Reviewed September 27, 2012

What a fantastically helpful lady on front desk ! This hotel is a little bit different decor wise but location is brilliant and we loved it ! It was just a short walk from the railway station, close to the markets and all major attractions were an easy walk away. Hotel is located on the square with a most beautiful church there.

  • Stayed September 2012, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Beth5573
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
New Delhi, Delhi, India
Level Contributor
13 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 11 helpful votes
Reviewed September 22, 2012

Hotel Universo is just across the railway station and easily approachable. Room was not comfortable but the staff was very supportive. B’fast lay was average. They do not serve eggs in b’fast, nor there is an attached restaurant. All in all average hotel but does not give you value for money.

Room Tip: Ask for a room where bath cubicle is larger. I had a room where one had to squeeze to get in and out...
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  • Stayed September 2012, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Lalji V
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Melbourne, Australia
Level Contributor
14 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 9 helpful votes
Reviewed September 18, 2012

We have just returned from a three week trip to Italy during which we stayed for three nights at the Universo Hotel. The hotel has a fantastic location, 5 minutes walk from the train station (perfect if you are lugging bags around), is only a 5 minute walk to the Duomo and is situated facing a great piazza which is lovely at night but not too busy or noisy. The staff were fantastic, professional but relaxed and friendly particularly Tony on the front desk. The breakfast room was comfortable and a great breakfast and service was provided. Overall a fantastic stay!!!

Room Tip: Get a room facing the Piazza - it is nice to sit at the window and watch the world go by.
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  • Stayed September 2012, traveled with friends
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    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Kate C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Braunston, United Kingdom
Level Contributor
30 reviews
13 hotel reviews
common_n_hotel_reviews_1bd8 30 helpful votes
Reviewed August 27, 2012

We stayed for 1 night recently, and on first impression it seemed to be alright - friendly staff, good location and the room was bright and funky (maybe the decor was not to our taste, but at least it was different).

After a long drive, we literally dumped our stuff and went straight out for dinner so it was not until the next morning that we realised how bad it was. The walls were covered in black marks where people had dragged suitcases past, clearly they have not been painted in some time. This I could live with though, but when I went to have a shower, I felt sick looking at the shower head covered in black. A swipe of the tissue confirmed it was mould - how any water would be able to get through that I'm not sure (and needless to say I didn't try it), but above all this must be a huge health hazard! The bathroom was also small and badly laid out, with poor lighting.

As we were only there one night we didn't complain, just got the hell out of there!

It's a shame because the hotel probably wasn't bad when it opened, it just hasn't been maintained or cleaned properly since.

Room Tip: Book one in a different hotel!
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  • Stayed August 2012, traveled as a couple
    • Value
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    • Rooms
    • Cleanliness
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Helpful?
Thank JayKay1011
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.

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Edmonton, Alberta
Level Contributor
17 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 14 helpful votes
Reviewed August 26, 2012

There were 6 of us from Canada ages 12 to 77 yrs old and we all enjoyed it! We couldn't get a triple-occupancy room, so ended up staying in 3 different rooms - it was worth it. EXCELLENT location if you are travelling by train - only 5 min away WALKING distance from the main Florence Train Station (you can't beat that!). We stayed only 1 night and were quite impressed with the front desk staff and their breakfast. Definitely a memorable stay as our hotel was facing the Santa Maria Novella square.

Room Tip: Some rooms had mini-fridges, which was helpfull to keep the water cold for the hot day's weather...
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  • Stayed August 2012, traveled with family
    • Value
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    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Canadian_Albertan
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Sydney, Australia
Level Contributor
6 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 4 helpful votes
Reviewed August 17, 2012

My husband and I stayed here for three nights and can say it is the worst hotel we have stayed in. There is no way it is 3 star.
When we got shown to our room the first thing we noticed was how poorly lit it was. It felt as though we were walking into a brothel. Next we tried to lower the temp of the air conditioning as it was too warm only to find out that most of the rooms had to share one remote! My husband complained and they agreed to change our rooms the next morning to a room with a remote. Once we settled down and had a look around the room we noticed how filthy it was. The walls had black smudges everywhere there was dirt on the floor and the shower looked as though it was ready to sprout mushrooms. I refused to have a shower that day as I felt I would come out dirtier. My husband showered and could barely fit inside as it is stupidly small.the hot water reduced the pressure to a trickle so he needed to have a cold shower and actually needed to hold the shower head as even that was broken. There were wooden slats that u had to stand on that went slimy with water. The windows security door latches were glued with paint.
When we got the new room it was marginally better though the air con was still crappy and while the shower was cleaner, the water would build up and almost spill out of the shower because of poor drainage. I would have to turn off the water mid shower let it drain then turn it on again.
Breakfast was below par. Stale pastries bad fruit. The lady with the dark short curly hair serving breakfast was so rude she would slam everything as she touched it as if to make a point of how miserable she was. I could go on and on aabout how awful it was. Do not stay here. Oh forgot to mention the walls are so thin you can here the conversation happening 2 floors down and lift is days away from killing someone while inside.

  • Stayed August 2012
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank ermina04
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Universo

Property: Universo
Address: Piazza di Santa Maria Novella 20, 50123, Florence, Italy
Location: Italy > Tuscany > Province of Florence > Florence > Santa Maria Novella
Amenities:
Business Center with Internet Access Free Breakfast Room Service
Hotel Style:
Ranked #236 of 420 Hotels in Florence
Price Range (Based on Average Rates): $
Hotel Class:3 star — Universo 3*
Number of rooms: 42
Reservation Options:
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Also Known As:
Universo Hotel Florence

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