2/10 Terrible
Verified traveler
Business traveler
Jul 1, 2019
Disliked: Staff & service, amenities, property conditions & facilities
There was a huge misunderstanding from the very early start.
While my journey from Milan to Lucca I received a message from the hotel that the reception is working until 7 pm and I wouldn’t be checked in later! I’ve tried to find this information in their website and certainly there wasn’t one.
The second unpleasant moment was, when I tried to call to the property by the phone number which is on the website and eventually that number belonged to another hotel in Lucca where they were kind to call them self to the hotel where I had a booking and explain the situation. In the evening when I finally arrived to Lucca, I called to the hotel which I dialed by mistake to ask if anyone is still waiting for me to check me in and the answers shocked me. They all left and of course I went to the hotel where the receptionist was kind to call to Relais with explanation of my situation.
So the next day when I finally arrived to the Relais I’ve recieved no apologies or any complimentary service as an compensation.
The property was look like apartment where each room represented a hotel room.
On the other day I’ve asked for iron and a iron-board but there wasn’t any.
At the end the key from the ‘apartment door’ literary stuck on the door and was broken by a half. Super unrealistic, but unfortunately it happened with me. I suspect that the keys are made from the cheapest materials that why it was so fragile!
Verified traveler
Stayed 6 nights in Jun 2019