My husband and I planned our trip to Italy months in advance. Of all the places we would visit, we were most looking forward to staying at Torre Di Bellosguardo, where we had stayed ten years before. When we arrived in the late afternoon of December 27th, there was not one light on in the hotel. I pulled my down coat closer to me and realized that there was no heat on. The man checking us in said that this was a temporary problem. As we checked in I noticed a fine layer of dust on the front desk. I was so excited to be there, that all of these things dawned on me slowly. I was aware of the construction noise just outside, but said nothing. I said "hello" to the resident parrot and mentioned to the gentleman that the room was very cold for a bird to live in. Then we were taken to our room. There was no central heat on so they had put two small portable heaters in there. The bathroom was very cold as there was no heat. We stayed in our room for about fifteen minutes... long enough to become aware of the loud noise of the construction outside, and to book a hotel down in the town of Florence. While we were in there, the lights and the two heaters went off.
My husband asked the man at the front desk about the construction noise and was told that it would stop soon and not begin again until 9AM the next morning! I am a seasoned traveler, having spent much of my life in Europe. I am simpatico to the differences that sometimes exist in terms of amenities such as "small bathrooms" or "mis-matched furniture". I celebrate those differences! This was not the situation when we arrived at Torre Di Bellosguardo. I was shocked that we hadn't been told about the construction and about the furniture covers in the public rooms. (Piano and couches and lamps all covered because of the dust). I had told them when I made our reservation that this was our 30th anniversary and that we were so looking forward to spending it there. Instead of being honest, they accepted my $900(!) and welcomed us into a cold, dark, dusty, noisy place. We tried to appeal to the manager, but were told that he was not there. When we called later, we were told that he was not there. When we finally got through to him the next morning he denied that any of the things I saw and felt were true. Eventually, he told me that although he would not refund any of my money, he would apply our money to a future trip. I will never go back to this hotel because of the sense of betrayal felt this time. I have NO DOUBT that the owner/manager will reply to this writing that "none of this was true". It is for precisely this attitude that I will not return to Torre. Everything I have written here is true. What do we learn from this? ALWAYS ask if there is construction going on to the inside or OUTSIDE of a hotel. My best wishes to this beautiful place. We wish you no harm. Just feeling very sorry about our experience there. It will pass.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
12 January 2012
Dear Guest,
Your review caused us great sorrow, especially since what you say does not correspond at all to the truth. Already when I first talked to your husband on the phone he textually said that construction works were going on throughout the hotel and when subsequently I had you on the phone you admitted that what he had claimed was wrong. The only works were being carried out were in the orangery, a place which in any case in the winter is closed to guests.
The interior of the hotel was totally clean and all the hotel staff can witness to this. No furniture was covered by sheets against the dust, which in any case was not there.
You and your husband decided to leave and you are, of course, free to do so. Even though I had no obligtion to do so I offered to apply your deposit to a future booking either of you or your childrren. Obviously this was not enough for you and the money factor seems to have bothered you to such an extent that you now claim slanderous and damaging statements.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC