“Two insects that looked like ticks/bed bugs, no proper assistance & extremely disappointing stay”
I had a rough stay after a lovely trip in Tuscany and a wedding, expecting just a safe place to sleep before heading to Forte dei Marmi. The hotel only became polite after I complained, showing photos and videos of insects and the doctor’s prescription. They took a photocopy of the prescription without explaining how it would be used. On check‑out they offered a full refund for accommodation, breakfast and late check‑out, but that came only after the situation caused significant disruption and distress. They also offered €12.15 in compensation, which I refused as inadequate, and they declined to offer more. I would advise checking Google Maps reviews instead of relying solely on the rating, as the property was around 9/10 when I booked but Google Maps shows about 3.8/5 from over 1,000 reviews. The hotel’s lack of meaningful answers or solutions forced me to deal directly with them, even though I felt poorly treated. I found two insects in my room during a two‑night stay: one on the curtain that looked like a bed bug or tick, and another on the bedsheets that burst and bled when I tried to capture it with a glass. I reported both, but staff said they didn’t know what they were, no one was available to inspect the room, and they couldn’t change my room. I was told to inspect the bed myself. I went to a pharmacy and was advised to go to the hospital for assessment, but the hotel didn’t provide transport, so I walked there and waited about six hours. The doctor found no serious concern. I missed prepaid museum tickets and had no breakfast or lunch. One staff member said, “I don’t think you need to go to the hospital,” while others suggested the insect was probably a butterfly or fly because it was summer. The hotel eventually changed my room, but when I asked if it had been professionally inspected for insects, I was told it had been “professionally cleaned by our housekeeper on duty.” The hotel was aware of the situation in real time through phone and chat but couldn’t provide alternative accommodation and required me to resolve it directly with them. I stayed because it was a two‑night stop before continuing my trip with friends. The location and facilities were okay, but the dismissive response and lack of assistance caused significant disruption, distress and anxiety during my time in Florence.
Rosa1か月前