Domus Florentiae Hotel

LikedLocation close to train

DislikedDO NOT STAY HERE! They are swindlers. They charged me through booking.com, canceled my reservation and charged me again at check out. When booking.com investigated, they said I was never there. I booked a room in my name at Domus Florentiae many weeks in advance on booking.com. On the day of our reservation, trains were on strike so I was not sure we would be able to travel from Rome to Florence. I called and spoke to the manager, Enzo, gave him my name and confirmation #, and asked if cancelation was a possibility. He said no, it was too late. I said okay, we would try. We made it to Florence late evening. As I approached the desk Enzo greeted me by name, confirmed it was me, and said "you made it." He was curt and grumpy. He showed us our room. We settled in and, as it was early, I went to sit in the lobby to comfortably relax before going to bed. Enzo was stretched out on the sofa, watching TV. I went back to my room. A little later, I had a question and request; Enzo grudgingly accommodated. We checked out the next day and paid in full for the night not realizing booking.com had already charged my credit card for the room. The next day I realized I was double charged. I communicated with booking.com. They investigated, and were told by the hotel that I was never there. After emailing me and rechecking with the hotel, booking.com was told I had canceled and rebooked on their web site. I DID NOT! I called the hotel to speak to the manager. It was Enzo. I started to ask about the situation so that I could get a refund for one of the payments. He raised his voice; he talked over me and when he finally paused, I asked if I could talk. He hung up on me. I called back 4 times. He hung up on me every time. The manager's response to this review is a lie. I have credit cared charges and receipts. I have filed a claim with Booking.com and with my credit card company. Do Not Stay Here!

LikedGreat service! Perfect location!

LikedFriendly staff and classic hotel. Good breakfast.

LikedExcellent location and comfortable rooms

LikedI strongly recommend this hotel. Everything was just perfect from the moment of the arrival until departure. The hotel itself is very nice and it has a very convenient location. The rooms are large and comfortable and it offers a very rich breakfast, with fresh ingredients. The personal is very friendly and helpful. Always ready to accommodate every single request.