La Loggia del Porcellino

We had a really disappointing stay and felt there was no customer care. Before arriving, we tried several times to get check-in instructions, but the host couldn’t be reached. Even Expedia couldn’t get in touch, so we were left waiting and guessing until the last minute. Once inside, the room smelled bad, there was no hot water, and shouting children made it noisy. We tried contacting the host again and got no response for hours. By the time they replied, we’d already left for another place. They also refused to refund the unused nights, despite our polite request. It felt as if keeping the money mattered more than treating guests decently. There are many lovely, responsive hosts in Florence, so I’d suggest choosing someone else.

We couldn’t stay overnight because of personal reasons, but the staff did everything they could to make things smooth and easy for us. They were really friendly and helpful, going beyond what we expected. The location is amazing, within walking distance of Florence’s sights. Big credit to the staff.

The staff were extremely friendly and helpful, and the room was simple, clean, and had what I needed. I also appreciated the shared fridge, coffee maker, and tea maker. It felt like great value, and I had a nearly perfect stay. The old building has high ceilings and is very quiet inside. The location at Mercato Nuovo is super central, with Uffizi, Ponte Vecchio, and Cattedrale di Santa Maria del Fiore all within a five-minute walk. Pretty much everything is nearby.

As a travel professional, I’m sharing my honest personal view. Our experience fell far below expectations, and I can’t recommend this property, especially when Florence has other places with more responsive hosts. Before check-in, getting clear instructions was almost impossible. We contacted Expedia for help, but they couldn’t reach the property either, which caused unnecessary stress for our guests. At the accommodation, the guests reported a strong unpleasant smell, no hot water, and a lot of noise from several loud children. We tried contacting the host repeatedly during normal office hours, but heard nothing for more than six hours. When a reply finally came, the guests had already moved elsewhere. No refund was offered for the unused nights, despite our polite request. In our opinion, that puts profit ahead of guest satisfaction. About the host’s reply: We’re sorry, as we said, that we had to leave a bad review. But anyone in the same situation would have refunded at least the unused nights to show customer care instead of focusing on money. This was a direct experience because we booked and paid. Guests expect a reply within minutes during office hours, not after more than six hours. Even a simple message saying they would check, help, or were sorry would have been enough to keep them waiting. You should be available, at least during office hours when guests are arriving or staying. That’s fundamental.