Hotel Palazzo Ognissanti

The air conditioning unit failed in the evening until the next afternoon, resulting in a hot interior. As the only person in the hotel, the Arabic-speaking receptionist, who did not understand the issue, contacted the manager. The manager blamed us for a false claim. The shower walls were mouldy, the safety box was broken, the shower head was fixed without a hose, the old room key worked intermittently, there was no iron, and the thin walls were draughty. With over four million visitors to Florence and no vacant rooms during this hottest and lowest-visiting season, the hotel owners do not respect the paying guests.

Ac system doesn’t work. Not possible to open window. Room 112. First day it was working fine, 22 C in room, next day smth broken and it was blowing, but not cooling. The temperature outside was 37, so it was the most terrible night in my life. The boldly guy on reception aggressively said that if system is blowing it means it works properly, And it is my fault that it is not cooling. Weird Strongly do not recommend to stay here.

I am writing this review to warn tourists about this hotel. This hotel claims to be a 4-star property, but our experience was far from it. During our stay, we discovered bed bugs in our room and have photo and video evidence, as well as photos of the bites we suffered. When we reported it, the front desk only offered insect repellent and had no other room available. We were forced to leave at midnight and find another hotel at a much higher cost. The hotel refunded only one night and refused to compensate us for the extra hotel expenses caused by their bed bug infestation. After weeks of trying to resolve the issue, we are now being ignored. To make matters worse, the bathroom was clearly not cleaned properly. The toilet brush was covered in visible feces, which was disgusting and unacceptable. A hotel with bed bugs, unhygienic, and poor customer service should not be advertising itself as a 4-star property.

We discovered a bed bug infestation in our room on May 24th. We researched how to identify them online — they appear as small raisin or seed shaped dots and when pressed leave a brownish red color which confirms blood. We tested this ourselves and have photo and video evidence. We also have photos of bites covering our bodies in areas a mosquito cannot reach. When we reported this to the front desk they offered us only insect repellent. They had no other rooms available. We had no choice but to leave at midnight with none of our belongings — we were too scared to take anything in case we spread the infestation — and go door to door to hotels looking for somewhere safe to sleep. We eventually found a place but at a significantly higher cost. The hotel offered only a one night refund which doesn't cover what this situation actually cost us. We have been trying to resolve this for weeks and are now being ignored. We have full video and photo evidence. No guest should ever experience this especially at a property claiming to be 4 stars.