We booked this hotel for 2 nights primarily for the amazing location adjacent to the main Piazza del Campo and main ancient sites. Unfortunately, management (Leonardo) chose not to communicate in advance of our checking in and paying that most of the hotel would be occupied our first night by a private school of teenagers on tour. If there were any modern-day soundproofing, this wouldn't have been an issue. However, since the young guests wanted to party and were not well supervised by their chaperones, we expected management to step up and ensure the rest of his guests would be able to sleep before 1:30 am. In the evening (approx. 10 pm), I'd opened our door to see what the noise was about and gave an evil eye, unfortunately the older gentleman next door could only agree. At 12:25 am, I got dressed and left a note downstairs on the front reception desk as management didn't seem to be around nor dealing with the noise issue. In our civil note, we expressed our disappointment and that we couldn't sleep for hours when tired after a days travel to Siena. Just prior to checkout time the following morning, Leonardo chose to come to our door to discuss, and apparently hadn't appreciated that we hadn't woke him in the night instead chose to allow him to sleep as he had to run the hotel the next day. Apparently we were supposed to call him in the middle of the night. He raised his voice and told us ”we should have stayed in a better or more expensive hotel if we wanted quiet”. I told him, the room was clean and just fine, that we hadn't expected a 4 or 5 star hotel, but did expect to be able to sleep at night. We were accused of wqnting a free night as we had suggested some compensation in lieu of sleep as management hadn't successfully dealt with the noise problem. He refused to refund our second nights payment so that we could stay elsewhere, so had to stay again. We were looking for a compromise and admission that he hadn't been around to manage. Basically we were told off instead. What could have been resolved or at least smoothed over easily with a refund, a simple offer of a cappucino & croissant for breakfast or a minor price adjustment for our second night was not even considered by management. though breakfast was not included, he did supply for the private school but no one else??? Instead, he chose to be argumentative. We left with a very bad taste which has never happened before. We have travelled all over North America, Europe (numerous trips) and into South America for 40 years, staying in 1 - 5 star hotels, hostels, apartments... and never have we been treated or spoken too in such a crass way. This behaviour is not the way to regain business! Since we ourselves have been in a service business for over 36 years, we would never consider not addressing a valid problem or complaint, nor speaking to customers in this way. We feel Leonardo needs to be present, more management training, and better problem solving skills if he's going to be suc
Outstanding
26 Reviews