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2077 reviews
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Dec 22, 2024Super staff, wonderfully helpful
There are many nice hotels in Florence. What particularly distinguishes the Excelsior is the exceptional staff. As mentioned in many reviews, they truly are great. What was special for us is that they really go “above and beyond.” A member of our family has special needs due to a health issue. Every single request in that regard was not only accomodated by the hotel but cheerfully and helpfully - never “this can’t be done.” That is truly exceptional.
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Dec 18, 2024
Exceptional Stay
Even before we arrived,and most certainly once we did, we felt well- taken care off. Prior to our arrival, the concierge team addressed all of my emails and assisted with dinner recommendations and reservations as well as arranging private tours. Every recommendation was excellent and executed seamlessly. An enormous thank you to the entire team. Where do I begin with the attention and exceptional customer service extended by Beatrice in Guest Relations and Noemi, the Front Desk Manager? Both went out of their way to make our stay special and to facilitate our daughter’s transition to the hotel from her Florence Study Abroad program apartment. Nothing we asked was too much trouble and every question met with a smile. We so enjoyed getting to know both of them and they added to our experience that much more. All of the staff we encountered were friendly and professional. Despite the hotel undergoing a renovation, we did not feel our stay was impacted. The breakfast buffet in the Presidential Suite was a perfect alternative to the restaurant and was very comprehensive with a beautiful view. The hotel is charming with so much character and history as well as being spotless. We loved our room overlooking the Arno - it was lovely and elegant. Grazie Mille for a perfect stay! Grazie Mille
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Nov 06, 2024
Best hotel in Florence! A must stay that’s entirely worth it.
This hotel went above & beyond our expectations. Couldn’t recommend it enough for a long or short stay in Florence. The rooms were extremely spacious and kept up so well throughout our 4 days. We looked forward to heading back to our home away from home to escape the long days and unwind. Worth the money! Make sure you have a cocktail and enjoy the live piano player if you get a chance.
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Oct 27, 2024
A Beautiful Hotel in a Beautiful City
We felt wrapped in luxury from the minute we stepped through the revolving door into the beautiful lobby. Porters took our luggage and showed us to the front desk where the clerk went over and above assisting us, answering our many questions. Our room was large and luxurious and the large beautiful bathroom offered a separate shower and oversized bathtub, with all the amenities you could want. The concierge desk was extremely helpful and all assistance was done with a smile. We were located across from the Arno near a wide variety of restaurants and within easy walking distance of Ponte Vecchio, the Duomo, and the Ufizzi Gallery. We hope to return to beautiful Florence and would be happy to stay at this hotel again.
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Oct 11, 2024horrible experience. definitely not a 5 star hotel.
what a horrible experience. this is supposed to be a five star hotel? paid for a superior upgraded room and received a different room. the hotel justified it by stating that the room faced the river which is what i booked. no, i booked an upgraded room with a river view. more importantly, we were placed on the first floor right above the restaurant and the lobby and could hear everything happening below us well into the night. we could even hear the chairs dragging across the floors, the lobby music that played past midnight, and the constant conversation occurring below us and in the neighboring rooms. my wife and i never request service to our room as we prefer to not have people in our room. in turn, we ask for the normal replacement of water and towels every other day or so. we had to request this over and over again before we eventually just went downstairs and retrieved it ourselves. when we tried to speak to the hotel about the issues, they advised they didn't have a solution other than moving us to a new room the day before we checked out or providing us free buffet breakfast for our stay. this was priced at $55/person for a cold mediocre continental breakfast. we were staying there for 6 days and our stay cost over $6000. what a disappointment. 5 star hotel? more like 3 star. we stayed at the Marriot in Rome right before this that is considered a 4 star and it was SIGNIFICANTLY better in all avenues. if you're looking for a 5 star experience, stay away from this property.
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