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“Not like other Hiltons”

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Hilton Florence Metropole
Ranked #154 of 409 Hotels in Florence
Reviewed October 24, 2013

Big brand hotels have a formula in terms of room comfort, facilities and so on, giving guests certain expectations. So when a hotel does match those expectations one can become dissatisfied and even uncomfortable with one's surroundings.

Rooms in this hotel, rather than being welcoming as in other Hiltons I have stayed could be described as clinical minimalist. There is a lot of glass and white with dark laminated floors and a soulless feeling. There is not one comfortable chair on which to sit and the wall-mounted flat screen TV is too tiny to view from the bed. The noise from the street below brought the outside in but not in a good way and sleep quality therefore was very poor.

The bathroom, again was ultra-modern but with one or two querky features. Other reviewers have commented on the glass bathroom doors leading to potentially embarrassing situations. Mine was glass but well frosted, however it did not eliminate the possibility of a breach of privacy. Greater potential for this however came from the sliding wall in the shower which revealed a window overlooking the bed. What possible purpose could this serve? Answers on a postcard please and keep them clean!

Maintenance of hotel rooms is a continual battle for managements but in a Hilton is normally carried out quickly and efficiently often without guests even knowing. This Hilton appears to fall down in this respect. A broken peddle bin and continual dripping shower head in the bathroom and an inoperable ac in the bedroom were just some of the problems. The latter was reported after check-in and it was suggested that I open the window. As instructions to do so were sadly lacking they sent somebody up to show me how. Having arrived on a Sunday I was fully expecting maintenance to fix the ac the following day. Regrettably no such luck and the window remained open for the rest of my stay letting in noise and mosquitos, both of which were unwelcome and brought sleep quality almost to nil.

Check-in was another unwelcome surprise. Arriving at 14.50 I was told that my room was not ready. After pointing out that check-in was from 14.00 a room ready for immediate occupation suddenly appeared. It was explained that when the hotel was full it may be difficult for the housekeeping staff to complete all their tasks on time. However during my stay I saw no evidence whatsoever that the hotel was even approaching capacity. Few people at breakfast and an almost empty car park adding weight to this argument. Don't you just hate it when someone tries to con you?

Breakfast for which Hiltons are rightly famous was in this case just an OK affair. Plenty of free tables but several without cutlery and/or condiments often restricted choice of seating unnecessarily. Selection of food available was good but again often restricted as it was not replenished quick enough. I never counted more than 12 people in the breakfast room at any time. All staff including reception were polite and pleasant.

The location has been pretty well described by other reviewers but it is handy for the airport, a 10 minute Euro15 taxi ride. I still do not understand why this was Euro20 in the reverse direction with a cab arranged by the hotel.

Obviously prices in the hotel restaurant were pretty high and the menu for more than a couple visits could become repetitive. Therefore the Crazy Bowling restaurant next door was a godsend as long as you can live with the American Diner cum Mexican Cantina cum Italian Pizzeria type of experience and food to match.

  • Stayed: October 2013, traveled on business
    • Value
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Thank printer066
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Daniele F, Direttore at Hilton Florence Metropole, responded to this reviewResponded October 29, 2013

Dear Guest,

Thank you for taking the time to share your feedback on TripAdvisor and for choosing the Hilton Florence Metropole!
We were extremely concerned in reading a about your disappointment and we are very sorry that your expectations were not met.
Please rest assured that your comments have been taken very seriously and I have already shared with the rest of the team. It is our aim to offer a comfortable room to all our guests and working order issue should be immediately rectified. I am sorry you didn’t like our room layout and we will take your comments on board for the upcoming in-room fixture upgrades.
I would like to highlight that guaranteed check-in time is 2 pm and there is no surcharge for the taxi arrangements.
We pride ourselves on our team capability to offer a remarkable breakfast and I am sorry that you were not impressed during your dining experiences.

Thank you for the nice words about the staff and the whole team is looking forward to welcoming you back to show the hotel in a far more positive light.

Best Regards,
Daniele Fabbri
Hotel Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Reviewed October 20, 2013

There must have been a time where the Hilton brand was synonymous with quality and even luxury, but things seem to have changed. The hotel is located in an unattractive residential suburb, surrounded by highways. The design of the whole building reminds of the 80’s. Even the executive rooms are rather small and in poor shape. Things you would expect in an executive room, especially in Italy like an espresso machine instead of instant coffee, are just not to be found. My executive room was also equipped with a TV screen barely larger than my laptop’s… Airco wasn’t working and it was impossible to keep the window open due to the mosquitos and highway noise. One needs to pay an extra 15 Euros a day to get a usable wifi connection. And the iconic views of Florence advertised on the hotel’s website are totally misleading – most rooms (even executive ones) don’t have any view of Florence, and even the view one gets from the executive lounge is pretty disappointing; one can see the Duomo very far in the distance, if the weather is good… Elevators are some of the slowest I’ve experienced, so one actually gets penalized for occupying an executive room on one of the top floors! To be fair the personnel is, on average, quite friendly. The shuttle service is punctual, although it stops working from approximately 12:30 to 3:30pm. Two complimentary bottles of water are resupplied every day. Those are the positive points I could find…

  • Stayed: October 2013, traveled on business
    • Value
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1  Thank Lablanche
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Daniele F, Direttore at Hilton Florence Metropole, responded to this reviewResponded October 21, 2013

Dear Guest,

First of all we would like to thank you for your recent stay in Florence.
We are extremely sorry for the unsatisfactory experience you had during your stay.
In the meantime we really apologize for any inconvenience and, please, rest assured of our best care.
Best and kindest regards.

Daniele Fabbri
Hotel Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed October 19, 2013

We stayed here one night. The hotel is excellent with terrific rooms and bathrooms. They have a free shuttle to downtown Florence which saves a E20 cab ride. We chose it because it was close to the airport (10 min.) as we had a very early flight.. Bar has a happy hour with discounted drinks and free appetizers. Enough for a light meal.

Room Tip: We simply asked for an upgrade and receive a city view room.
See more room tips
  • Stayed: October 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank YogiBFenton
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Daniele F, Direttore at Hilton Florence Metropole, responded to this reviewResponded October 21, 2013

Dear Guest,

thank you for your comment concerning your stay at our Hilton Florence Metropole.
We always try to improve our service and performances in order to guarantee a comfortable stay for our guests.
Hoping to welcome you again in Florence, we send our

Best Regards
Daniele Fabbri
Hotel Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed October 18, 2013

Superb hotel with good rooms and at a decent price for what you are getting. Staff are very knowledgable and very helpful.

Only downside is the location, it's about 15-20 mins outside Florence City centre, but the hotel puts on a 29 seat shuttle bus. You have to ensure you are down in the lobby a good 10-15 minutes before it is due to go to guarantee a seat, and likewise at the drop off/pickup point. If you are unlucky and the bus is full, a taxi from the station is only around 13 euros.

Overall I would recommend this hotel and would stay here again if in Florence.

Stayed: October 2013, traveled with family
1  Thank Marcus9000
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Daniele F, Direttore at Hilton Florence Metropole, responded to this reviewResponded October 21, 2013

Dear Guest,

thank you for your kind words posted on Tripadvisor and for taking the time to review our Hotel.
We are waiting for your return and we really hope to welcome you again soon.

Best regards
Daniele Fabbri
Hotel Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed October 17, 2013

I enjoyed my stay at this hotel very much. The rooms were well appointed and clean. The fixtures are modern. The staff is friendly and attentive. Made use of the courtesy van without issue. I used the executive lounge for light meals and was very pleased with the quality of the food and beverage. The view of the city from the lounge deck was truly lovely. I would definitely stay at this location again.

  • Stayed: October 2013, traveled solo
    • Value
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Review collected in partnership with Hilton Hotels & Resorts
Thank Theresa E
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Daniele F, Direttore at Hilton Florence Metropole, responded to this reviewResponded October 21, 2013

Dear Guest,

we are really happy and we thank you for your comment on Tripadvisor.
We are extremely proud of guarantee a great service as per guest's expectations!
See you soon in Florence in the future!

Best Regards
Daniele Fabbri
Hotel Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed October 16, 2013 via mobile

The hotel itself is nice with modern rooms, a full and hearty breakfast. But the staff were very busy and any requests we made took very long to get thru. They have a very infrequent shuttle- to catch it you have to be at P. Abia (opp Burger King) a block from the station. We had to depend on cabs to get back and forth which cost 15-20 euro a pop. The restaurant had limited options but no other good places to eat nearby. Overall a decent place to stay except for the distance frm city.

Stayed: October 2013, traveled as a couple
Thank Travellingpants
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Daniele F, Direttore at Hilton Florence Metropole, responded to this reviewResponded October 29, 2013

Dear Guest,

thank you for your kind comment on the Tripadvisor website.
I am pleased to read that you had a good stay; guest's positive feedback is the aim of our job!

Best Regards

Daniele Fabbri
Hotel Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed October 7, 2013

This was the highlight of our time in Florence!
The staff is great! The hotel is immaculate. The rooms are big and comfortable and VERY well maintained. Nice size bathrooms.
The restaurant is quite nice.
The bar is a lot of fun and the bartenders are great!
The jitney service into town is very effective. Could be a bit more prompt!

  • Stayed: September 2013, traveled with friends
    • Value
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1  Thank HillTraveller
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Daniele F, Direttore at Hilton Florence Metropole, responded to this reviewResponded October 21, 2013

Dear Guest,

first of all we would like to thank you for your words, starting from the title of the review!
We are so happy to read that you consider our hotel one of the most charming hotel you ever stayed and also that you have enjoyed our style and all the details!
We hope to welcome you again soon!

Best regards
Daniele Fabbri
Hotel Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Hilton Florence Metropole

Address: Via del Cavallaccio 36, 50142, Florence, Italy
Phone Number:
Location: Italy > Tuscany > Province of Florence > Florence
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Wheelchair access
Hotel Style:
#85 Business Hotel in Florence
#90 Luxury Hotel in Florence
#134 Family Hotel in Florence
Price Range: $89 - $246 (Based on Average Rates for a Standard Room)
Hotel Class:4 star — Hilton Florence Metropole 4*
Number of rooms: 210
Official Description (provided by the hotel):
Hilton Florence Metropole is a contemporary hotel with a strategic location adjacent to all important traffic hubs. It is only 3 km (10 minutes) away from the Florence International Airport and the city business district. Hop on our complimentary shuttle bus from/to the city centre in order to reach in only a few minutes Florence major attractions like the Uffizi Gallery and the Duomo Cathedral. The 15-floors building offers, from the Executive Lounge’s terrace, a breathtaking view of Florence. It has 212 guestrooms - including 32 Executive rooms, 22 deluxe and 4 suites. Each guest room is furnished with a warm, contemporary style; wooden floor and spacious marble bathrooms can ensure maximum comfort for both business and leisure travellers. The hotel is provided of complimentary parking facilities: external parking (50 boxes) and covered garege (80 boxes) ... more   less 
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Also Known As:
Hilton Florence Metropole Hotel Florence
Florence Hilton

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