Villa Tortorelli Bewertungen

Antwort der Unterkunft: Dear Megan, thank you very much for your review. Regarding air conditioning, we have two very big a/c machines that cool down the entire building to 18/20 degrees. It's just that by mid October the temperature during the day was 20 degrees and at night it fell down to 12. We are in fact expecting to turn on heating in 2 weeks. The A/C has been stopped a week before your arrival given that the temperature outside during the day was of 20 degrees. Moreover, if guests do request it, during the month of October we nevertheless can and do switch it on for them, but this needs to be asked. Thank you for your review and have a safe trip back home.

Antwort der Unterkunft: Dear AmyDX, 1) When you arrived at the villa at 1:30 pm the AC was not working in your room because of a broken probe. The issue was resolved in 30 minutes as luckily it is a very quick fix. The AC in your room did not encounter any problem whatsoever in the coming days. 2) You asked for a refund and said you wanted to leave after 2 hours ( when the AC was working, staff entered your room and made multiple videos of the AC working correctly as proof). Th refund was indeed denied because the AC issue was fixed in 30 minutes ( and our check in time starts at 3:00 pm, your room was given to you at 1:30 pm as a courtesy). We believe the refund was because you had / wanted to leave for personal reasons regardless of the AC. 3) As the refund was denied, you placed yourself in front of the lobby and started telling every guest passing by that the AC was not working. This is false and damaging behavior given that: A) the AC was working and we have proof it was working after the 30 minutes fix ( unfortunately we can't upload videos or staff testimonials on a trip advisor's response to a review, B) the issue that lasted 30 minutes involved only your room, so saying to guests that the AC was not working everywhere was misleading and simply, wrong. I merely asked you to stop this behavior, and quite frankly, understandably so. 4) Our staff provides the highest standard of service based on kindness to the thousands of travelers every year that choose to stay at Villa Tortorelli among hundreds of hotels in Florence. I have personally lived and studied in Boston, MA and I go back there 2 to 3 times a year. I am very well aware of the standard of service in the USA and have indeed aimed at replicating it across our company. I wish you a good day