Palazzo Firenze by Baglioni Hotels & Resorts

Beautiful decor but poor functionality. I was unable to set the AC below 18 degrees Celsius. The staff told me this was a law - that was wrong. The temperature in my room never went below 19 and, therefore, I was not able to sleep well. The shower was impossible- complicated and I could never get it to work properly. My own pet peeve is when they put the shampoo, conditioner and shower gel in the same containers and labeled in type so small, it is impossible to read without glasses. The sink drained slowly. We were a group who started early on some days but the hotel refused to open the breakfast area ( or provide room service) before 7.30 am. Not accessible - steps into the lobby and no ramp. I was glad to leave.

High-end hotel with wonderful staff - very friendly and accommodating. However, rooms had no comfortable seating areas - basically a bench in front of bed and stiff chair. The bathroom was spacious, however, the shower was smaller than normal - effectively an uncomfortable, small shower, not well lit and very dated. For the money that was paid, expected more from the room. If staying in Florence again, would seek another hotel (other than pleasant service, no reason to choose hotel) and perhaps closer to the Uffizi Galleries area.

The fabulous city of Florence⚜️that open-air museum, was the place chosen to celebrate our 20th Anniversary of LVE and happiness. We chose the beautiful Baglioni Santa Croce hotel because we knew the magnificent Baglioni Lunain Venice. The welcome and kindness of the staff was always very professional and very kind; I want to highlight the friendliness Peruvian Housekeeping lady and the Signora colleagues. Also,Daniele, Giovanni, Elena in the restaurant and to Mohamed and the kind team at the desk. Unfortunately, during the week we were there, we found a serious problem in the bathroom with a dangerous leak in the shower and sink. I cannot understand that in a 5 star luxury hotel there are such problems that not only conspire against the happiness of being in the hotel but also with the danger of an accident for the client. On many occasions I complained at the reception and despite the apologies the problem was never resolved even though on 2 occasions I slipped due to the amount of water that flooded around the shower space. Every day I had to put towels to absorb the water that appeared. We thought about changing rooms but since the management who should normally be in the know did not propose anything to us we thought that the hotel was full. At the end of our week at the hotel, the professional Mrs. Dorina, as a gesture of goodwill, eliminated our taxes and 3 bottles of water. It is unfortunate that the manager never came to at least apologize. Ps. I advise future clients to avoid room 204 and the surrounding areas due to the noise caused by the doors in the hallway when passing by the kind house keeping ladies. And, book in advance directly an extraordinary dinner at the fabulous Picchiorri restaurant with Mr. Tomberli. This one does not belong to the hotel even though it is in the same space at the entrance. I wish you enjoy the Faboulous City of Florence ✨

The staff are even more wonderful than the amenities and the location! Before our arrival, they arranged for tickets to the museums. They advised on train travel from Rome. When my husband suffered a walking injury, the staff got us to a clinic where he received excellent care. They were attentive throughout. Most highly recommended. Perfect spot for a stay in the best city in the world! Thank you!

We spent months planning our Tuscany + Rome trip to Italy and researched at least a dozen hotels in Florence before selecting. We chose the Relais Santa Croce for our two night stay over Easter weekend 2024. We arrived ahead of the standard checkin time and were pleased that our room was unexpectedly ready for us. The staff were all very welcoming and accommodating. On initial impression, our room (211) seemed fantastic. It was spacious and well appointed. We were shown the thermostat controls (which are a bit dated) and told that "auto" was best; however, it was not at all made clear that air conditioning is only available in certain months due to government regulations (be sure to check before your stay). That evening, we noticed that despite setting the temperature to 18C (~68F), the display continued to read 25C (~82F). We never felt any air circulating at all... no fan, no A/C. Given that temps outside were a good 20-30 degrees cooler, we were shocked that the room remained so hot. Desperate to cool off, we opened the large windows not realizing that in addition to the cool air, we were also inviting in both an extraordinary amount of street noise and mosquitos. Until well after 2am, we were serenaded by car horns, emergency vehicles, motorbikes and loud voices from the busy street below. Given temps were in the 40s/50sF at night we hadn't expected a mosquito problem would prevent us from enjoying the fresh air. Our sleep, which had been thwarted by heat, was now also disrupted by buzzing and biting. In addition to challenges with regulating the room temperature, we also had problems with the toilet gurgling and not reliably flushing. The next morning, we complained. From a 5-star hotel, one expects better. In fact, we spent a single night in Florence the week before and had equally impressive accommodations, and the same problems with noise and mosquitos, for half the price. Had we known we were in for more of the same, we would not have opted for this higher priced option. In response to our complaint, the hotel did agree to move us to another room for our second night - this room was on a higher floor and overlooked a courtyard instead of the street; however, it was smaller and we still couldn't open the window due to the bugs. We requested a free-standing fan, which was provided along with a plug-in bug repellent. These items could have been furnished in our original room allowing us to enjoy the spaciousness of that room and not having the inconvenience of moving rooms during such a brief stay, but this was not suggested. For the inconvenience of a lost night of sleep and a room change, the hotel refused to make any accommodation on the room rate, though they did remove some minor incidental fees. On the up side, the included breakfast (buffet style) was very good; the location was convenient and the service was exceptional across the board (doormen, servers, reception) - there were even nice touches like champagne in the room. If stayi